Frequently Asked Questions

Yes. Every order ships free anywhere in the U.S. — no minimum spend, no code, no exceptions. We send parcels with DHL eCommerce, with full tracking from the moment your label is created.

Orders are processed in 1–2 business days (Monday–Friday, excluding U.S. federal holidays). Transit then takes 2–5 business days in the contiguous U.S. You get a tracking email as soon as your label is created, so you can follow the parcel all the way to your door.

Your tracking number arrives by email the moment your shipping label is created. Enter it on the DHL tracking page to see every scan. If tracking shows no movement for 5 business days, email us at payment@pawplay.shop and we will open a carrier trace.

You have 30 days from the delivery date to return an item that is unused, unwashed, and in its original packaging. Returns are free: email us for a prepaid DHL return label. Once your return is accepted, your refund is released 7–10 business days later to your original payment method.

Your refund is released 7–10 business days after your return is accepted. It goes back to your original payment method. Your bank or card issuer may need a few extra days to post it — that part is outside our control, and we will confirm the release date by email so you can check with your bank.

Yes. The simplest route is a return plus a new order for the item you want. If you would rather we hold a replacement for you, email us first at payment@pawplay.shop and we will arrange it before you send anything back.

Match the toy to your dog's size and chew style, not just to the label. Small dogs and puppies do best with light, easy-to-carry toys; large dogs need bigger shapes with more material to work on. When a toy is close between sizes, choose the larger one. Full steps: Toy Size & Safety Guide.

Yes — always supervise play, especially with a new toy. No toy is indestructible. Check toys before each session, and take a toy away once it shows wear, loose parts, or pieces coming off. See the Toy Size & Safety Guide for supervision notes.

Power chewers do best with dense rubber shapes they can work on steadily. Gentle mouths usually prefer softer ridged surfaces. Puppies need teething rings sized for small mouths. Rotate two or three toys so novelty stays up, and watch which shapes your dog returns to. Details: Chew Toy Buying Guide.

Visa, Mastercard, American Express, Discover, Shop Pay, PayPal, Apple Pay, and Google Pay. You are charged at order placement, in U.S. dollars, through Shopify's secure checkout. We never see or store your full card number.

Email us within 12 hours of ordering and we will do our best to update the address before your parcel ships. Once a shipping label has been created we cannot reroute the parcel, so please double-check your address at checkout.

For damage in transit, photograph the box and the item and email us within 14 days — we will replace it or refund you, your choice. For defects in materials or workmanship under normal use, our 60-day defect cover applies: email us with your order number and photos and we will repair, replace, or refund at our choice. Details: Defect Cover.