FAQs

How can I change my order/ add another item to my order?
You cannot add or change an item to an existing order at this time. You may however make a new order and choose to cancel your previous order within 1 hour of purchase. Please send us an e-mail at hello@pawwtato.com to process the cancellation.

Can I cancel my order? 
You may cancel an order within 1 hour of purchase. Please e-mail us at
hello@pawwtato.com with the subject "Order cancellation" to cancel an order.

How long will it take for my order to arrive? 
Most orders are processed within 3-7 business days upon order confirmation. We currently offer free standard shipping with 7-15 business days within the US and Canada, and 15-20 business days for all orders outside of the US (free for all orders >$50, $6.99 for orders <$50).

Why was my order canceled/ partially refunded?
If an item becomes unavailable, we will process a full refund to the original mode of payment. If you have more than 1 item in your order and only 1 item is unavailable, the full amount of that item will be refunded and the rest of your order will be shipped out.

What happens if an item goes out of stock?
We will send you an e-mail notification if one or more item in your order is out of stock. You will have the option to backorder (item will be shipped out when it becomes available) or a refund if the item is no longer available. Other items in your order will not be affected and will be processed and shipped normally.

I did not receive my order, what should I do?
Please contact us if you did not receive your order within 45 days from your date of purchase.

How can I track my order?
Once your item is shipped, you will receive a shipping confirmation e-mail. For orders containing more than 1 item, you may sometimes receive multiple shipping confirmations along with tracking instructions for each. If you do not receive any shipping confirmation within 7 days of placing your order, please drop us an e-mail at hello@pawwtato.com and we will sort it out for you.


Why is my tracking number invalid?
Kindly allow 4-5 business days after receiving your shipping confirmation for tracking information to appear correctly. If your tracking number is still invalid after this time, you may contact us with your order number. 

If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. It is the buyer's responsibility to clear customs and pay the relevant Customs duties.

What is your return policy? Can I exchange an item?
Please see Returns & Exchanges.

Did not find your question here?
Send us an email at hello@pawwtato.com!