Questions
Seventeen questions about delivery, sizing, payment and returns, answered with real figures rather than reassurance.
Straight answers on delivery, returns, sizing and supplement safety. If yours is not here, email contact@pawsprestige.org and we answer within one working day.
Orders
How do I know my order went through?
A confirmation email arrives within a few minutes. If it has not, check your spam folder, then write to us — we can confirm from our side.
Can I change or cancel my order?
Within 24 hours and before dispatch, yes. Email us with the subject line CANCEL or CHANGE and your order number.
Delivery
What does delivery cost?
Nothing. Delivery is free on every order, to every country — no minimum, no threshold.
How long does delivery actually take?
Three to five weeks in total: 2–5 business days to prepare and dispatch, then around 18 days on average in transit. The full detail is on the Shipping & Delivery page.
Do you ship to my country?
Yes. We ship worldwide, and every order is tracked.
Will I pay customs or import VAT?
Some orders are dispatched from outside the EU, so depending on your country an import charge may be payable before delivery. Email us before ordering if you are unsure what applies to your address.
Where is my tracking number?
It is sent by email at dispatch, and you can follow the parcel any time on our Track Your Order page. Tracking often takes a few days to start updating — that is normal.
Returns
What is your return window?
14 days from delivery under the EU right of withdrawal, no reason needed. Details and the withdrawal form are on the Refunds & Returns page.
What cannot be returned?
Opened food, treats and supplements, and opened shampoos, sprays and balms — hygiene reasons. Unopened items in original packaging are fine.
Who pays return postage?
You do, unless the item is faulty, damaged or not what you ordered — then we do, and you pay nothing to correct our mistake.
Products & safety
Are your supplements safe alongside my pet’s medication?
Ask your vet before adding anything new. Supplements support normal function; they are not medicines and we will never tell you otherwise.
My pet has a diagnosed condition — can I use these?
That is a question for your vet, not for a shop. Tell them exactly what is in the product and follow their answer.
How do I choose a size?
Measure rather than guess from weight — two dogs of the same weight are rarely the same shape. The Size Guides page shows exactly where to measure.
What if my pet refuses it?
Tell us. If it is unopened, return it inside 14 days. If it is opened we cannot take it back, but we would still like to know — it feeds back into what we keep listing.
The shop
Do you make your own products?
No. We are a curated shop: we select from established suppliers, we set the criteria a product must meet before it is listed, and we write the usage guidance on every page.
How do you decide what to sell?
Five checks, set out in full on How We Choose. Most of what we look at does not clear them.
Do you have a physical shop?
No. We are an online shop run from Italy.