How do I Place an Order?

Simply choose your item choice from the drop-down menu on the product page then click the "Buy It Now" button and follow the simple steps to complete your order. We´ll prepare your order. 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and Paypal payments.

How Secure is my Personal Information?

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

We use encrypted SSL security to ensure that your credit card information is 100% protected.

Do you Price Match?

Yes, please contact support@trulypaws.com and send us a picture or URL of the website of the item and we will review it then inform you if we will price match.

How long does shipping take?

We source products from all over the world to bring you epic offers and the lowest prices. This means sometimes you have to wait a little longer to get your order but it's always worth it!

Between processing, packaging, and shipping, all orders will take a standard of 6-14 days for delivery. Countries include Australia, Austria, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Gibraltar, Great Britain, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Singapore, Spain, South Korea, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, and the United States.

Please do not panic if it does not show up immediately, it’s on its way :]

Where do you ship? 

We ship worldwide but unfortunately, there are some countries which have legislative restrictions which do not allow us to ship there.

What if I want to return my order?

Returns are easy, simply contact us for a returns number and send your item to our returns center for fast processing. We'll get you a replacement or refund in a snap!

Before returning an item, please make sure that the item is unused and in the same condition you have received it. If your return is because your item was Damaged, then first you must contact the courier that delivered the item to place a claim. We also require a photo of the damaged product. Once we have the picture and the claims number we can resend you a new item. If you have issue retrieving the claims number then contact us here and we will help you out. If your return is because was the Wrong Order then please contact us and we will send out the correct order to your address. If your return is because you were Unsatisfied with the item then contact us and we will provide an exchange for another item of the same value. If this is the case we greatly apologize as we usually can change this kind of problem if we are notified before it is shipped out.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

It's been more than 45 days since I ordered, can I still return an unwanted item?  

Our policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately, we can’t offer any exchanges or store credit.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order? Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

• Order number

• Proof of purchase

• Video or photo of the faulty product (if applicable)

• Complete delivery address

• Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

Do you accept refunds?

Yes! If you would like a full refund, please contact support@trulypaws.com and return the purchased item (unused/unopened. Once we have received the item, you will be refunded immediately. (No questions asked!)

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If an Item has already been shipped out and you wish to refund due to any reason such as ordering the wrong size item or you simply do not want it anymore, you must return the item to us, then we will be able to refund you fully. We will provide the return address for you in the email. Warranties may only be refunded if the customer makes a mistake when ordering, and requests for a refund within the 48 hours after the purchase.

Late or missing refunds 

If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at support@trulypaws.com

Do you have an in-person store?

Currently, our team is based in Tysons, Virginia, but we only fulfill orders online.

If you have any questions, comments, or concerns, please do not hesitate to contact us at support@trulypaws.com. We will respond to you within 6 hours.