FAQ
We want every order to feel clear and straightforward. Below are answers to common questions about our products, shipping, returns, refunds, and customer support. For complete legal details, please review our separate Shipping Policy and Return & Refund Policy.
About Velvet Paw Shop
What does Velvet Paw Shop sell?
Velvet Paw Shop offers thoughtfully selected pet accessories, grooming tools, interactive toys, and enrichment products for dogs and cats.
Is Velvet Paw Shop a physical store?
No. Velvet Paw Shop is an online-only store operated by VELVET PAW SUPPLY LLC. We do not operate a public retail storefront, showroom, or customer pickup location.
How can I contact you?
You can contact us by email at contact@velvetpawshop.store or by phone at +1 719-205-7510.
Our customer-support hours are Monday through Friday, 9:00 AM–5:00 PM Mountain Time.
Where is your business located?
Our registered business address is:
VELVET PAW SUPPLY LLC
020 N Academy Blvd Ste 261
Colorado Springs, CO 80909
United States
This is a registered business address for correspondence. It is not a public retail or return-drop-off location.
Products and Pet Safety
Are your products suitable for every pet?
No product is suitable for every pet. Suitability can depend on your pet’s size, age, breed, coat type, chewing habits, play style, and sensitivity. Review the product details carefully before ordering.
How do I choose the right product?
Check the product page for the recommended pet type, dimensions, materials, intended use, and care instructions. If you are unsure, contact us before placing your order.
Should my pet be supervised?
Yes. Always supervise your pet when using toys, treat-dispensing products, snuffle mats, grooming tools, or any product that may be chewed or damaged. Inspect products regularly and remove them if they become damaged or unsuitable.
Can I use regular food or treats with enrichment products?
Use small treats or kibble that fit the product and are appropriate for your pet. Introduce enrichment products gradually and follow the usage guidance provided on the product page.
Can I wash your products?
Care instructions vary. Check the individual product page before washing an item. If a product is listed as machine-washable, follow the recommended care instructions and allow it to dry completely before use.
Orders and Payments
How do I place an order?
Choose your product and any available options, add it to your cart, and complete checkout using the payment method available for your order.
What payment methods do you accept?
Velvet Paw Shop accepts secure payment methods including PayPal, major credit and debit cards, Apple Pay, Amazon Pay, and other payment options displayed at checkout. Available methods may vary depending on your location, device, currency, and payment eligibility.
All available payment options and the final order total are shown before you complete your purchase.
Can I change or cancel my order?
Contact us as soon as possible after placing your order. We will try to help, but changes or cancellations are not guaranteed once the order has entered processing or shipment.
Will I receive an order confirmation?
Yes. You should receive an order-confirmation email after your payment is successfully processed. Check your spam or promotions folder if you do not see it.
Shipping and Delivery
Where do you ship?
We currently ship online orders within the United States. Available shipping options and delivery estimates are shown at checkout.
What shipping options are available?
We offer free standard shipping with an estimated delivery time of 5–8 business days. Express shipping is available for $4.99 with an estimated delivery time of 3–5 business days.
Does the delivery estimate include processing time?
The delivery estimates shown above refer to the stated shipping service. Orders may also require normal processing time before dispatch. The final delivery estimate shown at checkout should be treated as the current estimate for your order.
Before publishing this page, make sure the processing-time wording matches your checkout and Merchant Center shipping configuration exactly.
How long does order processing take?
Orders are normally processed within 1–2 business days, Monday through Friday, excluding US federal holidays. Processing time is separate from carrier transit time.
How will I track my order?
A shipping-confirmation email with tracking information will be sent when tracking becomes available. Tracking may take some time to update after the carrier receives the package.
What if tracking has not updated?
Carrier scans may be delayed during transit or facility handoffs. If tracking has not updated beyond the expected delivery period, contact us with your order number.
What if my package arrives damaged?
Contact us within 7 days of delivery at contact@velvetpawshop.store. Include your order number and clear photographs of the package and product so we can review the issue.
What if I receive the wrong product?
Contact us as soon as possible with your order number and photographs of the item received. Do not dispose of the product or packaging until we provide instructions.
Returns and Refunds
How long do I have to request a return?
Eligible returns may be requested within 30 days of the delivery date.
What condition must a returned item be in?
The item must be unused, clean, undamaged, and in its original condition with the original packaging and included accessories. It must be suitable for resale.
How do I request a return?
Email contact@velvetpawshop.store before sending anything back. Include your order number, the product you want to return, and the reason for the request. Wait for return instructions before shipping the item.
Do I pay return shipping?
For customer-preference returns, such as a change of mind, wrong selection, incorrect size, or no longer wanting the item, the customer is responsible for return shipping.
For confirmed damaged, defective, or incorrect items, we will provide appropriate instructions and review reasonable return-shipping costs as part of the resolution.
Is there a restocking fee?
A 10% restocking fee may be deducted from an approved customer-preference refund when the item is returned in eligible condition.
We do not charge a restocking fee for confirmed defective, damaged, incorrect, or materially misrepresented items.
Are original shipping charges refundable?
Original shipping charges are non-refundable for customer-preference returns. If an item is confirmed defective, damaged, incorrect, or materially different from its description, applicable shipping charges will be reviewed as part of the resolution.
Are used pet products returnable?
Used, washed, soiled, chewed, damaged, or otherwise unsuitable-for-resale products may not be eligible for return. This may include grooming tools, pet mats, feeding products, and toys.
Defective, damaged, or incorrect products may still be reviewed even if they belong to a hygiene-related category.
How long do refunds take?
Approved refunds are normally processed within 5–7 business days after the returned item has been received and inspected. Your bank or payment provider may require additional time before the refund appears.
Do you offer exchanges?
Direct exchanges are not guaranteed. You may be asked to return an eligible item and place a new order for the replacement product or variant.
Support
What should I include in a support request?
Include your name, order number, email used at checkout, a clear explanation of your question, and photographs or video when reporting damage, defects, or an incorrect product.
When will I receive a reply?
Our support hours are Monday through Friday, 9:00 AM–5:00 PM Mountain Time. We aim to respond during regular support hours as promptly as possible.
Where can I find the complete policies?
The complete Shipping Policy, Return & Refund Policy, Privacy Policy, and Terms of Service are linked in the website footer and are available before checkout.
Need More Help?
If your question is not answered here, contact us at contact@velvetpawshop.store or call +1 719-205-7510. We will be happy to help you make an informed decision about your order.