FAQ

Product Info

We pride ourselves on using only environmentally friendly materials and natural fibers in making our products, such as cotton, bamboo and TENCEL™ that have GOTS-certification and GRS-certification. Plastic-free and cruelty-free. Not to mention, these materials are also hypoallergenic. So, you can feel good about the sustainable products you purchase from us.

Please refer to our size guide to ensure you choose the best fit for your fur family. We highly recommend you to always measure your pets before ordering as we do not accept returns or exchanges for incorrect sizing.

Clean your accessories by hand-washing in a mild soap and water mixture. As metal hardware may tarnish over time, we recommend avoiding machine washing to limit the amount of scratching or damage.

Fourpawstory products are made with functionality and safety in mind using only the highest quality supplies. Natural fibers are strong and durable. However, nothing is indestructible therefore please keep a close watch for daily use.

Order

Order processing starts within 1-2 days of receipt of your order if not sooner. Depending on the amount or orders in our system to be processed, it can take up to 7 business days to process an order. 

All ready to ship products will be delivered on the next 1-2 business days. Other made-to-order products will be delivered within 3-7 business days.

If you change your mind about your purchase, you have the option to cancel your order within 24 hours of purchase. If we have begun processing your order and you still wish to cancel it, you will be charged a 50% cancellation fee. An order cannot be changed or cancelled after it has shipped. In the event your order has already shipped, any changes or cancellation would be subject to our Return & Exchange Policy.

As our products are handmade, we cannot accept returns or exchanges for incorrect sizing. Please make sure to measure your pets before placing an order.

In the unlikely event you any defective or incorrect products, you must notify us within 24 hours of order delivery for any replacement to be considered. Products determined to have been damaged as a result of customer misuse or excessive treatment will NOT be exchanged. See our Return and Exchange Policy.

We hope you are over the moon with your purchase. However, if you something is not right, you may return it to us for a full refund, store credit, or an exchange. You may return an item to us within 14 days after receiving the order by filling out the Return Form.

Sometimes, shipments do not go as planned. Fourpawstory, however, is not liable for products lost during shipping. Especially if the item is sent without tracking. For the ones with tracking, we, instead, offer assistance in submitting complaints to the courier services. Please send us an email at [email protected] within 24 hours after you have received your shipment.

Payment Methods

We accept payments via iDEAL, Visa, MasterCard, American Express, Apple Pay, Google Pay, Bancontact, SOFORT and bank transfer with IBAN. 

After placing an order, you will get an email notification whether or not you have successfully completed your payment process.

Shipping

Yes, we do ship worldwide!

The shipping rates vary per region. For more information, please refer to our Shipping Policy.

Once your order is shipped, you will be sent an email confirming your order shipment and given the order tracking number if the shipping is with tracking. If you choose to ship without tracking, you will only get a confirmation message.

All shipping times are estimates and not guaranteed. Once the package has been shipped, it is the responsibility of the carrier to get you the package on time. Please see our Shipping Policy.

We offer standard shipping with and without tracking. If you wish to have your product sooner with an express shipping, please contact us.

Please see visit our Returns & Exchanges Policy page for more information on our return policy.