Frequently Asked Questions

📦 Shipping and Delivery Times

How long will it take for my order to arrive? We work with carefully selected international suppliers to offer you exclusive designs of the highest quality. Estimated delivery times after order processing (1-3 business days) are:

  • United States and Canada: 7 to 15 business days.

  • Mexico and Rest of the World: 10 to 20 business days.

Do you offer free shipping? Yes! At Paws & Pillows, we offer completely FREE shipping on all purchases over $1,050 MXN (or its equivalent in local currency). For smaller orders, the standard shipping fee will be calculated at checkout.

How can I track my package? Once your order leaves our warehouse, you will receive an automatic email with your tracking number and a link to track it. Please note that it may take 48 to 72 hours for the shipping information to reflect the first movements.

What happens if I'm not home when my package arrives? The courier will generally make up to two delivery attempts. If they are unable to deliver it, the package will be held at the nearest local branch for you to pick up. We recommend checking your tracking link to know the exact delivery day.

🛋️ About Our Products

Is the "SafeDrive" car seat compatible with my car? Yes, the SafeDrive travel seat features a universal adjustable strap design that fits most vehicles (sedans, SUVs, and trucks). It can be installed in both the passenger seat and the back seats to ensure a secure and anchored ride.

How should I wash the beds (CloudRest, Highland Rest, etc.)? Hygiene is essential for your pet. Most of our premium beds have removable covers or are machine washable. We recommend machine washing on a gentle/delicate cycle with cold water and tumble drying on very low heat, or preferably air drying, to maintain the fluffiness of the materials.

What size bed should I choose for my pet? On each product page, you will find a size guide or exact measurements. As a general rule, we suggest measuring your pet from nose to the base of the tail while sleeping and adding an extra 10 to 15 centimeters to ensure they have enough space to stretch out comfortably.

💳 Payments and Security

Is it safe to shop at your store? Absolutely. Our store is hosted on Shopify, one of the most secure e-commerce platforms in the world. All payments are encrypted with bank-grade SSL (Secure Socket Layer) technology. We never have access to your credit card data.

What payment methods do you accept? We accept major credit and debit cards (Visa, Mastercard, American Express), as well as accelerated payments through secure platforms like PayPal and Apple Pay.

🔄 Exchanges and Returns

What do I do if my product arrives damaged? We inspect every detail, but if your item is damaged during transit, please write to our support email within the first 48 hours of receiving it. Include your order number and clear photos of the defect, and we will arrange to send you a replacement at no cost.

Can I return a product if my pet didn't like it? For reasons of hygiene and prevention of diseases or parasites among pets, we do not accept returns of beds or seats that have already been used. We ask that you carefully review the measurements and specifications before making your purchase. If the item is completely new, unopened, and in its original packaging, please review our Refund Policy for the process.

Still have questions? We're here to help! Write to us at [your support email] and our team will respond as soon as possible.