FAQs
- Registration
- Shopping
- Payment
- Shipping
Registering
Do I have to register to purchase?
You do not have to register to make a purchase. You can continue as a guest and during the checkout process, you can choose to create a password for future purposes. However, registering has its benefits. If you are a first time shopper with Paw Luxury, you will be able to create an account as a registered customer when you check out, which will enable you to express checkout and make future checkouts easier. By registering, you are creating an account that only you may access by using your email address and a password that you have created. If you signed up on our email list, this does not mean you are registered.
How do I register?
After you add an item to your shopping cart and you are finished shopping click on the "Checkout Now" button on the following page click on the "Click Here to Register" link and follow the instructions.
What if I forget my password?
Ooops... forgot your password?! Don't worry! Simply click on the " Forgot your password" link at the bottom of the checkout page and it will take you to Password Recovery. Just simply fill out the form and your password will be sent to the e-mail address provided.
*How do I change my password?
Click "My Account" & sign in. Once you sign-in to your account, you may change your password by clicking on "My Account Info". Then, go to Password. Enter your old password, new password & verify new password. Click on "Save Password" to submit. Your new password will now be saved to your profile.
*How do I make changes to my account profile?
Click "My Account" & sign in. Once you sign-in to your account, you may change any information on your account profile by clicking on "My Account Info". Make the necessary changes to your account, (i.e. email address, password, shipping information, billing information, etc.). Scroll to the bottom of the page, and click on "Save Changes" to submit. The changes you have made will now be saved to your profile.
How do I sign up for the email list?
You can sign up to receive emails from Paw Luxury to find out about sales, special offers, new arrivals and other information. On the homepage, there is a green newsletter box click on the link to sign up and enter your e-mail address and you will then be added to our database.
How do I remove my name from the email list and opt out of other services?
You can be removed from the e-mail list by sending us an e-mail to info@pawlux.com, please put "Remove" in the subject line.
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Shopping
Is it safe shopping online?
Paw Luxury is committed to protecting our client's personal information. We use strict security measures in order to protect the loss, misuse and alteration of our client's information from interception and hacking. We utilize Paypal's Merchant Services that feature secure servers that use a firewall technology and SSL (Secure Sockets Layer). Paypal is the industry leader in encryption technology and they ensure that all credit card transactions are secure and your personal information stays private. The SSL system encrypts information that you submit to us via our web site when you place an order that makes it impossible for anyone to decode, ensuring that Internet transactions stay private and protected. You may visually verify that the site is secure by looking for the closed lock icon at the bottom of your internet browsers. If you still feel uncomfortable with ordering online, we are more than happy to assist you with your order over the phone by calling us toll free at 1-877-4-PAWLUX.
While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user-information off-line. All of our visitors' information, not just the sensitive information mentioned above, is restricted in our offices behind lock and key. Only employees who need the information to perform a specific job are granted access to personally identifiable information. And these employees are kept up-to-date on our security and privacy practices. Finally, the servers that we store personally identifiable information on are kept in a secure environment, on 24/7 lock down.
How do I place an order?
"To place an order, simply add all desired items to your shopping cart. To place any of the items in a shopping cart, simply click on its price on its individual product page under "add to cart." You may change quantities by entering a desired number and hitting the 'recalculate' button. To remove an item, simply set its quantity to zero. Once complete, please hit the 'checkout' button.
Please rest easy knowing that our website (www.pawlux.com) is 100% safe & secure place to shop. However, if you are not comfortable shopping online you can place your order by phone with credit /debit card toll free at 1-877-4-PAWLUX.
Do you ship internationally?
Yes, we do ship orders to most countries globally using USPS Priority Mail International. The delivery option outside the United States takes 1-6 weeks to arrive (respectively, based on your country).
Shipping rates are automatically calculated in checkout based on weight and distance. Please email us if there are additional questions about international packages. Please keep in mind that you are responsible for any dues, taxes, vat or other monetary fees your home country places on your package. Also your home countries customs department can hold some packages longer than others. Please use the tracking number to keep up to date on your item.
How do I send a gift to another address?
To send to a different address, simply select "enter a new address" in the shipping address section of checkout and enter the gift recipient's address.
If the address is vastly different than your name and billing address we reserve the right to contact you to verify the new address to protect you from fraud.
"I need to ship my items to two different addresses. Can I combine them into one order to save on shipping?"
Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
How do I shop online?
Super easy! You can view the items by clicking in the category you want to see. You can also click on the product to see the detailed pictures and description of the item. Simply add the items to your cart and continue shopping or click the checkout button when you are ready. The checkout process has four (4) parts: Shipping Info, Billing Info, Review Order and Confirmation. Enter all necessary information so we can process your order. Enter your billing address and shipping address, if they are not the same. All orders shipping to an address other than the billing address may require additional documents and may be delayed for verification. We reserve the right to call the customer and the credit card company to verify the address. To avoid any delays, please ship to the billing address if possible. Select the appropriate shipping method then the payment method. Review your order and if you have any coupon codes/gift cards, you enter them in the promo code box before checking out. Click the "Place my order" button to confirm your order. Your order number will be shown on the screen of your computer. Please make sure you print this page or make a note of your order number for your records. You can sign in or create an account upon check out.
How will I know if the item I'm ordering fits Spot?
We understand the challenges of shopping online, and want to make purchasing that special gift for your lovable dog as easy as possible. We do our best to offer as much sizing info as possible on our sizing page so that it is easy to fit your beloved dog for apparel and gear. Therefore, please note all product details and sizes before making your purchase. If you have questions regarding sizing or a particular product, please contact us for more information before you order the item. For more assistance, do not hesitate to e-mail us at customerservice@pawlux.com or call us toll free at 1-877-4-PAWLUX. For further information please review our Terms and Conditions.
**Please note that we have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.
Item availability
Paw Luxury makes every effort to keep sufficient stock of the items listed on our site. However, adding items to your shopping bag does not guarantee availability and occasionally we sell out of certain products. Upon finalizing you're shopping & proceeding to checkout, we will send you an e-mail confirming your order & the availability of the product/s ordered. If an item that you ordered is out of stock, we will notify you via an additional e-mail. We will inform you of the estimated arrival time of the shipment of the new stock. If an item that you ordered is sold out, we will notify you via e-mail as well.
What is a backordered item?
A backordered item is an item that is not in stock upon placement of your order. It means that we have contacted the designer for re-ordering and is just waiting for its arrival. We will advise you via e-mail once the item arrives or if the item will be no longer available. These items are shipped out immediately.
How do I use my coupon/discount code or gift certificate?
When you get to the Review Order page of the checkout process, enter your coupon code in the Promo Code box and click "apply now" and your discount will be applied to your merchandise total. Only one coupon code can be redeemed per order. Free shipping codes can be used on US shipments Only. Free shipping cannot be applied for International shipments. Coupon codes can not be used on final sale items.
Unfortunately promo codes may not be entered retroactively, they must be entered before you finish checkout, so please follow these instructions thoroughly and email us if there are still problems before completing your order!
How do I remove an item from my cart?
When viewing your "shopping cart", you will see a "REMOVE" button next to each item. Click "REMOVE" for whichever item you want out of your cart. You will see your cart displayed again, without that item. Make sure to review your shopping bag before confirming your order.
When is your order processed?
All orders placed during normal business hours (M-F 9am-5pm est) are shipped within 24 hours. Orders placed on weekends or Holidays will go out the next business day. Please keep in mind that there is always the possibility of delay due to inclement weather. If any such delay would occur we will notify you ASAP.
How do I track my package?
You will receive an order confirmation once your order has been successfully processed. Once the order is accepted by our couriers, you will automatically receive an email from us notifying you that your package was shipped and providing you with a means to track its progress. In the unfortunate event that your package becomes missing please don’t hesitate to contact us so that we can help you track it down. We are not responsible for any packages once they have left our facility and any claims for missing packages must be filed with the shipping carrier.
How can I modify or cancel my order?
We strive to ship your order as soon as possible. If for some reason you need to modify or cancel your order after you have sent it, please contact us immediately and we will try our best to help you. Unfortunately, once an order has been processed & packaged for shipment, we are unable to make any modifications to the order including cancellations.
What is your Privacy Policy?
Please click here to read our company's Privacy Policy.
Will you call me to verify my order?
Paw Luxury will e-mail you to confirm that we have received your order and that it is being processed. If during the processing of your order, we find something suspicious or out of ordinary, we will call you to verify your information. We know that Identity theft and credit card fraud are a reality. Paw Luxury takes these issues very seriously for the security and protection of our clients. Please be advised that this may delay the processing and shipment of your order.
I didn't receive a email confirming my order -- did you get it?
If you did not receive an email confirmation for some reason your order will already appear in the "previous orders" section of your "account" if it is accepted. You will also receive a shipping notification email one your package ships. For some reason you do not receive these emails, you may want to check your email spam folder to see if our emails are in there. If they are click on them and click "not spam" button to deliver to you inbox.
It says 'Order Processing' in my account page -- can I still cancel?
Unfortunately, we may not cancel it at this point. The items you selected have now been boxed up, and have moved to our shipping dock awaiting a pickup.
At Paw Luxury, we strive to process all orders within 24 hours of their placement by a customer. If you have any questions please contact us by phone toll free at 1(800) 4-PAWLUX. Be sure to include your name and order number on any voicemail you may leave. We encourage you to measure your pet as accurately as possible and carefully proofread your order confirmation for any errors or typos when placing an order to avoid the need to cancel or change an order.
There appears to be a billing problem with my order... how can I handle this?
Please forward all billing concerns to billing@pawlux.com. We'll gladly contact you ASAP.
Should I consult a veterinarian?
The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your veterinarian or other health care professional. You should not solely rely on the information on this site for diagnosis or treatment of any health problems in you or your dog. The products we offer help to relieve ailments, but some of the claims of our manufactures may not be certified by the F.D.A., so always consult with your Veterinarian first.
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Payment
What are your payment options?
We use PayPal Merchant Services to process transactions. You don't need a Paypal account to pay for an order, this is simply our payment processor. Paw Luxury happily accept all major credit and debit cards, as long as it has a Visa, Mastercard, Discover or American Express symbol on it. We do not accept cash, checks, money orders or CODs. You may also place your order by phone, if you'd prefer...just call us at 1-877-PAWLUX and we'll be happy to assist you
Do you accept credit cards issued outside of USA?
Yes, we do accept credit cards issued outside the USA as long as they are on PayPal's accepted country list.
Is there any sales tax?
Prices on the site do not include shipping cost or taxes. By law, we are required to collect sales tax on orders shipped to addresses where Paw Luxury has a physical presence. Paw Luxury is located in Pennsylvania. Therefore, sales tax is applicable on orders shipped to addresses in the state of Pennsylvania. The rate of sales tax for Pennsylvania residents is 6%. Orders shipped outside of Pennsylvania are not charged any sales tax (0%).
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Shipping
When is my order shipped?
All orders placed during normal business hours (M-F 9am-5pm est) are shipped within 24 hours. Orders placed on weekends or Holidays will go out the next business day. Please keep in mind that there is always the possibility of delay due to inclement weather. If any such delay would occur we will notify you ASAP. We do not ship orders on Saturdays, Sundays or Holidays. Paw Luxury will contact you via email of any shipment delays, if the product you ordered is not currently in stock, sold out or if we need additional identification for credit verification.
Will my order ship all at once or in multiple shipments?
Our goal is to ship your order as quickly as possible. Depending on product availability and size, we may split your order into multiple shipments to make sure you get your products as soon as possible. The shipping cost for the entire order will be allocated accordingly over all shipments of the items purchased together under the same order number. There will be no extra shipping charges for multiple shipments except for the shipping cost quoted when the purchase was done.
If you have more than one order placed with us, each order is subject to its own shipping cost as quoted upon checkout. We cannot combine different orders placed on our website. Every order is treated separately.
What are your shipping options?
For domestic orders in the USA we ship via USPS Priority Mail and the cost of shipping is based upon actual weight and delivery destination. The estimated arrival 2-3 business days.
For International orders we ship via USPS Priority Mail International. We are happy to ship internationally with the expected delivery will take 1 to 2 weeks and up to 6 weeks depending on destination. As stated, shipping rates are automatically calculated in checkout based on weight and distance. Please be aware that Paw Luxury is not responsible for any taxes, duties, or customs fees imposed upon shipments to other countries.
For all orders on the Paw Luxury site you will pay exact shipping based on weight plus a small handling fee ($1.00) which covers our high quality eco-friendly packing supplies.
All international orders are shipped by USPS Priority Mail International. However, we have no control over how long your customs office holds onto your package. Tracking and Insurance are included in International shipments.
All customs forms will be filled out accurately to reflect the total value of your products. We will always indicate when asked that the package is MERCHANDISE.
Please do not ask us to mark "gift" to avoid fees or taxes by your country. If asked to do this, we reserve the right to cancel your order.
Please email us if there are additional questions about international packages.
**Please note that our shipping policy may change from time to time, but is always in the best interest of both a parties ("You" & "Paw Luxury"). We always want to provide our customers with quality service down to the shipping options.
For local customers, Free pickup is available. Please email us before placing your order and we will provide you with a code to give you free shipping in your shopping cart. You can pick up your items M-F 9am-5pm at our retail location at 236 Streibeigh Lane, Montoursville, PA 17754. Please email or call 570-972-2335 to let us know you will be picking up you items so we can have them ready for you.
What about shipment of custom orders?
If the item you added to your cart is a custom order it will be stated above the add to cart button or in the item description. Please read carefully so you know your item will take longer to deliver.
All of our items are in-stock and ready to ship with the exception on the Bella Dogga Custom beds. These dog beds are handcrafted and custom made with your dog in mind. Please allow up to 2-3 weeks for manufacturing and processing. These custom beds are shipped straight from the manufacturer. You will be notified by email once your order has been shipped and provided with a tracking number. We appreciate your patience during the custom construction of your order!
** For hygienic reasons, we are unable to accept returns of any dog beds. In addition, each bed is custom made to your specifications and unique to you and your pup.
"What are your shipping rates?"
We charge the actual cost of shipping based on actual packing weight and your destination plus $1.00 S/H fee for high quality eco-friendly packing materials. Prices on the site do not include shipping cost or taxes (required for shipping to Pennsylvania addresses).
Recycled Packaging
In keeping with our mission to clean up the planet, we utilize USPS cradle to cradle 100% recyclable boxes and our packing materials made from recycled content and are 100% recyclable.
In the case we need to ship a large order like a bed we will go the eco-friendly route and utilize and reuse the original box the bed was shipped to us in by the manufacturer as long as the box is in good condition and not damaged. Additionally all of our printed paper products such as our business cards and note cards are printed on 100% recycled paper using soy inks.
What type of shipping materials do you use?
We strive to utilize the most eco-friendly packing materials possible which includes:
100% Recyclable Cradle to Cradle USPS Priority boxes
Kraft Tissue Paper contains 60% recycled content and is 100% recyclable
Kraft Crinkle Cut filler is contains recycled content and is a 100% recyclable
Even our printed material such as business cards & postcards are printed on 100% recycled paper, processed chlorine free with soy inks.
Can I ship to Alaska/Hawaii?
We gladly ship orders to Alaska and Hawaii. Orders can take 1-2 weeks and up to 4 weeks to be delivered.
Can I ship to an APO/FPO?
We happily ship to APO/FPO addresses via USPS Priority Mail service.
Where's my international package!?
Sometimes international shippers are fast (usually arriving within 1-2 weeks), and sometimes painfully slow (sometimes taking up to 5-6 weeks). Sometimes items can get stuck in customs and take longer than expected.
Rest assured that your package is on the way. Please keep and eye on the tracking info and if you need us to also look into it, please email.
Should the items prove to be misplaced or lost, we'll happily mail a replacement. Please drop us a note if they fail to arrive after 8 weeks.
My tracking info shows that my order's been delivered, but I can't find it... what's up?
Please email us with your order number and we'll gladly contact our local USPS post office and help in the location of this package. Many times, the package is left in a place that may not be overly apparent to prevent it from 'walking away.' Or perhaps it was left with a neighbor for safekeeping. Either way, we will help you locate it, and keep you updated along the way via email or phone. Rest assured your item will get into the paws of your excited pal.
Why does my USPS tracking number appears to be shipped but is not updating along the way?
USPS does not real time tracking instead they have delivery confirmation. Sometimes delivery confirmation updates during the shipping process, while other times it only updates once it is delivered. Rest assured your items have been shipped and should arrive shortly. Please email if you have any other concerns by your order & shipping status.
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