Pawqera · Here to help, every day

Order Support

Care doesn't stop at checkout.

Questions about an order? We make the next step easy to understand—from confirmation and tracking to a change of plans, a delivery concern, or a return.

Find the right help How orders work

24/7Customer support

Free shippingOn every product

3–5 daysCalendar-day delivery

Dog waiting by a home entrance beside delivered cardboard boxes — For all the little things they look forward to.

Your support, simplified

Find Your Answer

Choose the question closest to yours. Every path leads to practical guidance, with real support available when you need it.

Track a Package

Find your shipping update and understand what the delivery status means.

Explore guidance

Change an Order

Know what to do when you need to update details after checkout.

Explore guidance

Report an Issue

Get clear steps for damage, missing items, or a delivery problem.

Explore guidance

Returns & Exchanges

Understand our free 30-day returns and exchanges commitment.

Explore guidance

Couple at home with their dog and cardboard boxes — Thoughtful essentials, arriving in the moments that matter.

A clear path from checkout

The Order Journey

Knowing what comes next should be simple. Here's a clear overview of the typical order experience at Pawqera.

Your order is placed
Complete checkout and keep your order confirmation for reference. It contains details that make later questions easier to resolve.
Your order is prepared
We move your order through processing and shipment preparation. If you need a change, reach out as soon as possible.
Delivery details become available
Review the shipment information shared with your order. Tracking availability and update frequency depend on the shipment.
Welcome your delivery
Our stated delivery time is 3–5 calendar days, with free shipping on every product.

Know where things stand

Tracking & Delivery

Waiting for something special? A few quick checks can help you understand an order update before you need further assistance.

01
Review your confirmation. Keep the order number and the email address used at checkout handy.
02
Look for shipping details. When available, follow the tracking information supplied with your order or shipment notification.
03
Check the delivery location. Verify the address on your order and review any relevant carrier delivery notices.
04
Ask us for help. If something doesn't look right, share the order number and what you're seeing with our team.

Good to know: Free shipping applies to all products. Pawqera's stated delivery window is 3–5 calendar days; tracking scans may not update at every stage.

See common questions

Woman receiving a delivery at her door while a small dog watches — From the front door to their favorite corner.

Curious tabby cat comfortably sitting in a cardboard box indoors — A little flexibility makes everyday pet living easier.

When plans need adjusting

Changes & Cancellations

Spotted a mistake or changed your mind? Get in touch promptly. Whether a request can be completed depends on how far the order has progressed.

Shipping address

Send the order number and corrected address as early as possible. Updates may no longer be possible after shipment processing.

Product or quantity

Explain the item, size, or quantity you'd like to change. Our team can review available options.

Cancellation request

Request cancellation promptly. A request does not guarantee cancellation if processing has advanced.

Already delivered?

Our free 30-day returns and exchanges policy may provide a more suitable next step.

Read common answers

A thoughtful response matters

When Something's Wrong

If a parcel is not as expected, we want you to feel confident about your next step. Here's the information that helps our support team review the concern.

Package appears damaged

Keep the packaging and product together, and document the condition with clear photos when possible.

Item missing or incorrect

Compare the contents against your order confirmation and tell us exactly which item is affected.

Marked delivered, not found

Review the delivery notice, check the indicated drop-off area, and let us know if the parcel remains missing.

Please include your order number, the email used at checkout, and a concise description of the issue. Photos can help when damage or incorrect contents are involved.

Three curious cats exploring a cardboard box together indoors — When the unboxing is unexpected, clear guidance helps.

Couple spending time at home with their golden retriever and shipping boxes — Because comfort and confidence belong together.

Space for a change of mind

Returns & Exchanges

Not quite the right fit for your companion? Pawqera offers free returns and exchanges within 30 days. We're here to help you understand the next step.

01Tell us what happened

Share your order number and the item you want to return or exchange.

02Review the next step

Our support team can guide you through the applicable return or exchange process.

03Move forward confidently

Follow the provided instructions for your request within the 30-day window.

See return questions

The details, made clear

Common Questions

Concise answers for the parts of your order that matter most. Expand any question to read more.

The little details matter.

Always here for you.

Our team is available 24/7. When reaching out, having your order number ready can help us understand your request.

How much is shipping?

Shipping is free on all Pawqera products. There is no minimum purchase requirement stated for this offer.

When should my order arrive?

Our stated delivery time is 3–5 calendar days. If you have a question about your particular order, reach out with your order number so we can review it.

Where can I find tracking details?

Review your order and shipping notifications for available tracking details. If no tracking information appears or the status is confusing, our support team can help review your order.

Can I update or cancel an order?

Contact us as soon as possible. Address changes, product adjustments, and cancellations depend on the order's processing stage and cannot be guaranteed once processing has advanced.

What if something arrives damaged?

Let us know what happened and include your order number. If possible, keep the item and packaging together and take clear photos to help us understand the issue.

Do you offer free returns and exchanges?

Yes. Pawqera offers free returns and exchanges within 30 days. Contact our team for guidance about your specific request.

How does the 15% email offer work?

After successfully subscribing by email, customers receive an automatic 15% discount sitewide. It is not limited to the first order and does not require a discount code.

What about the 20% special offers?

Selected promotional products receive an automatic 20% discount without a code. Discount stacking is not specified here; review the discount shown at checkout for your order.

One last step, human help