Frequently Asked Questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on email.
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Shipping
Q："When my order will be shipped?"
- We will process the order within 15 business days after payment.
Q: “How long does it take to get my order??”
- The delivery time depends on different shipping methods. Express shipping: Within 11-15 business days. Standard shipping: Within 7-30 business days after shipment.
- Delivery can take longer during peak periods or if your parcel is being checked by customs. It may be delayed for 5 business days for any special situations.
- While we do all we can to ensure your order is delivered on time, we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control.
Q: “How can I change the shipping address?”
- There is a very limited time in which you can change the shipping address. If your order hasn't shipped yet, please contact our customer service team with the order number to change the shipping address.
- We're sorry that the shipping address can't be changed if the order is shipped.
Q: “How can I modify/cancel my order?”
- There is a very limited time in which you can modify/cancel the order after payment. If your order hasn't shipped yet, please contact our customer service team with the order number about the modification/cancellation.
- We're sorry that the order can't be modified/canceled if the order is shipped.
Q: “How much is shipping?”
- Orders above $79 USD, get free shipping!
- For orders under $79 USD, our standard shipping is a flat $8.99 USD.
Q: “How do I track my order?”
- You can click <HERE> or "Track Your Order" in the footer to enter the inquiry page, fill in your Tracking Number or Order Number for inquiry.
Q: “What happens if my package gets lost?”
- 100% COMPENSATION FOR PACKAGE LOST!
- Green Shipping Protection is a service provided by FunnyFuzzy. It covers shipment delayed, package damaged, and items lost that meet the following criteria. Up to full compensation is available.
- The cost of Buyer Protection depends on the currency that the store uses. Learn more
Payments
Q: “How to use the discount code?”
- Applying a promotion code is simple! At Checkout, simply type the code into the box that says "Promo Code." Then, click the button that says "Apply!" All promotion codes can only be used once.
Q: “What forms of payment do you accept?”
We accept Apple Pay, Shop Pay, Google Pay, Mastercard, Visa.
Q: “Why are there multiple charges on my card for a single order?”
- When you place an order,We contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You'll see a pending charge, also called an authorization charge in your bank or credit card account. We only charge your payment method when your items ship.
Q: “Can you accept cash on delivery?”
- We're sorry that we don't accept cash on delivery so far. You can place order on our website directly, then we will arrange shipment for you soon.
Q: “What information do I need to check out?”
- Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
Q: “Do you have a wholesale option?”
- Yes, we have. Please contact our customer service team for more detail.
Return/Replacement
Q: “How can I return the order?”
- Please contacts@order@pawlycozy.com if you want to return the order.
Q: “How can I get a replacement if the item is incorrect or damaged?”
- Please contact our customer service team with the order number and product picture. Our customer service team will solve it for you.
Q: “What are your customer service hours?”
- We're available from 6 am-9 pm EST every day.