FAQs
PRODUCTS & USAGE
Are your products safe for all pets?
Yes. All our products are made from pet-safe, non-toxic materials. While many of our items are designed for dogs, some, like the cooling mat and grooming tools, are suitable for other furry companions as well.
How does the cooling mat work? Does it need electricity or refrigeration?
No electricity or refrigeration is needed. The mat is filled with a pressure-activated cooling gel that absorbs your pet’s body heat and helps regulate their temperature naturally. It recharges automatically after a short period of non-use.
Is the automatic ball launcher safe for indoor use?
Yes. The launcher includes adjustable distance settings so you can control the launch range. It’s safe to use indoors on lower settings and perfect for outdoor play on longer ranges.
Will the sonic bark deterrent hurt my dog?
Not at all. It emits a high-pitched sound that’s harmless to dogs but helps discourage excessive barking. It’s most effective when used alongside consistent, positive training methods.
How do I use the 3-in-1 steam spray massage brush?
Fill the built-in water compartment, press the button to release the steam spray, and gently comb through your pet’s coat. The rotating head and folding handle make it easy to remove loose hair, massage the skin, and clean your pet during bath time.
Can I use these products for senior pets or puppies?
Yes. Our products are designed to be gentle and adaptable to different life stages. Always supervise young or senior pets when introducing a new item to ensure comfort and safety.
ORDERS & SHIPPING
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can still be returned for a full refund once it is received.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX) and PayPal.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 3–5 business days from the order date and shipped the following business day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Shipping times vary depending on your location. Once your order has been processed (within 3–5 business days, not including weekends), it will be shipped the following business day.
Delivery typically takes 7–21 business days but may be delayed during holidays, peak seasons, or due to customs processing in your country.
What if I don’t receive my order?
If you don’t receive your order within 30 days, you are eligible for a full refund.
What if the item(s) I received are defective, incorrect, or damaged?
Please contact us if you have received merchandise that is incorrect, missing, or defective. Include your order number, photographs of the item(s), and any relevant details when reaching out. We’ll do our very best to resolve your case as soon as possible.
What if I entered the wrong shipping address?
Please contact us immediately at info@pawfflehouse.com if you notice an error in your shipping address. If the order hasn’t been processed yet, we’ll do our best to update it. Unfortunately, once it’s shipped, we are unable to redirect the package.
RETURNS & REFUNDS
How do I return an item?
Please contact us at info@pawfflehouse.com and our support team will guide you through the return process.
When will I receive my refund?
Once we receive and inspect your returned item, your refund will be processed within 3–5 business days. You’ll receive a confirmation email once your refund has been issued. Please note that it may take additional time for your bank or credit card provider to reflect the refund on your statement.
CONTACT & OTHER QUESTIONS
How can I contact Pawffle House?
You can email us at info@pawfflehouse.com, where our customer service team will be happy to help you with anything you need.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees are determined by your local customs office.
These fees are your responsibility and will not be covered by us. We are also not responsible for delays caused by customs in your country. For more information, please contact your local customs office.
Do you offer discounts or promotions?
Yes! We occasionally run limited-time offers and seasonal discounts. Subscribe to our newsletter to stay updated.
Can I buy your products in physical stores?
Currently, Pawffle House is an online-only store. This allows us to keep our prices competitive and offer a wider selection of curated, high-quality pet products delivered directly to your door.