Frequently Asked Questions
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Registration |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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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 orde 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.Back to Top |
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. Back to Top |
Item availabilityPaw 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.Back to Top |
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.Back to Top |
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! Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
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.Back to Top |
What is your Privacy Policy?Please click here to read our company's Privacy Policy.Back to Top |
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.Back to Top |
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.Back to Top |
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 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. Back to Top |
