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Customer FAQ

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Common Questions Answered

Orders, Shipping & Products

Under normal circumstances, you should receive your order within 2-4 business days if you reside within the continental United States. Shipments to Alaska, Hawaii and military addresses may require additional time. We have 4 distribution centers throughout the United states – in Pennsylvania, Texas, Illinois, and California. This generally allows for 2-day shipping to about 90% of continental US addresses. Your order will ship from the closest center to minimize shipping time. Orders placed before 12:00 p.m. will be processed the same day. 

Due to current circumstances with additional strain on shipping providers during the COVID-19 pandemic, some processing and shipping times may be extended. We will continue to do everything within our abilities to get your order in your hands as soon as possible, and will keep you updated regarding estimated shipping arrival times.

You may register here for a new account.

You may change your shipping address any time in My Account. If you are trying to change the shipping address of an order you placed, please contact us immediately at [email protected], and we will do our best to get it updated before the order is processed.

When your order is shipped, you will receive an email with tracking information, and it will also appear in My Account with your order.

Yes, for your convenience, you may save your payment information in your “My Account” profile. PawsWorks does not view or retain any credit card information that is entered on the website. All payments are processed by Stripe. When you save your payment method in My Account, it is stored with Stripe.

We are currently required to collect sales tax in the states of California, Illinois, Pennsylvania, and Texas.

We currently ship to the United States, and US military addresses.

Barring abnormal circumstances, yes.

Our dosage chart on our supplements goes up to 100 lbs. Even if your dog is well above 100 lbs, our supplements can still be effective. We recommend starting at the recommended dosage for 100+ lbs (5 per day, in the case of the Natural Hemp Bites). Allow sufficient time to see if this dosage is sufficient for your dog (recommend around 2 weeks). If your dog seems to not be gaining any positive effects from the supplements, increase by 1 chew at a time for at least 4-5 days at the new dosage, until you start to see him/her gaining from the supplements. In most cases, 5 should be sufficient, and really big boys and girls shouldn’t have to take any more than 7 per day.

If you need to swap an item

Returns and Exchanges

You may request a return/exchange within 30 days of delivery of your order.

Something sure went wrong, in that case. Contact us at [email protected], and we’ll make it right.

We will ship you a replacement. We will also ask for your assistance in providing us with a picture to show the damage, so we may make a claim with the shipping provider.

You will receive a return shipping label with all the required information entered for you.

The best options are to use the “Contact Us,” page, email us at [email protected], or send us a message on Facebook Messenger.

Contact us immediately at [email protected] so we can adjust it prior to order processing. If we are unable to get it updated in time, we’ll work with you to get your order where it needs to go.

There is a limited window of time between when you place an order and when it is processed where modifications can be done. The sooner you contact us to update your order, the better the likelihood we can get it adjusted in time. We do try to process orders in a timely fashion so that you get your order as soon as possible.

If the product is listed on our site, and has the option to “Add to Cart,” you may order it.

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