Frequently Asked Questions
Payments
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the main Credit Cards & PayPal in our store.
HOW SECURE IS MY PERSONAL INFORMATION?
Website adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.
ORDER TRACKING
MY TRACKING NUMBER IS NOT WORKING
Most of our orders has a tracking number available.
However, it's possible that your order doesn't have a tracking number. Please contact us at callum@shopthatway.net if you need to know more about your shipment which doesn't have a tracking code and we'll do our best to assist you.
You will receive your tracking number by email within few days from your order. You can then track your order using the code at our Track Order page.
Please make sure you've entered your code correctly, the best way to do this is by using copy & paste.
HOW DO I KNOW IF MY ORDER HAVE BEEN SHIPPED OUT?
Once your order has been dispatched, we will send a notification email to your registered email address and a message to the phone number you used at checkout. Your tracking number will typically be available within a few days of dispatch.
You can also check the status of your order on our online tracking page.
THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
SHIPPING & DELIVERY
DO YOU SHIP INTERNATIONALLY?
Purely Paws ships worldwide every day. Shipping is available for most all around the world.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
99% of orders leave the warehouse within 1-3 days of payment.
We will notify you by email when your items have been shipped.
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason whatsoever your items do not arrive within 30 business days from the purchase date, please contact callum@shopthatway.net.
HOW LONG DOES SHIPPING TAKE?
Standard International Shipping: 7-20 business days
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch.
HOW IS THE PACKAGE BEING DELIVERED?
Delivery depends on your location and the product you order. In most cases, your package will be delivered to your home, mailbox, porch, or local post office. If no one is available to receive it and there is no secure place to leave it, the mail carrier may leave a notice in your mailbox for pickup at your local post office.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE Shipping worldwide!
RETURNS & REFUNDS
I RECIEVED A DAMAGED / FAULTY PRODUCT.
We are sorry this has happened to you.
If you have received a damaged or faulty product from Purely Paws, please send us photographic, or video proof of the damage and we will send you a new working item right away (free, of course).
Email: callum@shopthatway.net
SHIPPING & DELIVERY
I ENTERED THE WRONG SHIPPING ADDRESS OR CHOSE THE WRONG VARIANT—CAN I CHANGE IT?
If this happens, please email us at callum@shopthatway.net as soon as possible. We’ll do our best to assist you, but we can’t guarantee changes since orders are typically processed immediately and shipped the same day or the next. If your order has already entered the shipping process, we won’t be able to modify it.
Still, reach out to us—we understand how frustrating this can be and will try to help in any way we can. However, please note that if we’re unable to cancel or change your order, we won’t be able to offer a refund for orders sent to the wrong address.
MY PACKAGE IS STUCK IN CUSTOMS—WHAT CAN I DO?
Customs, postal services, and our website operate independently, so we are not responsible for any delays caused by customs or local postal authorities. Additionally, any customs charges or taxes are the responsibility of the recipient and will not be covered by us. For details on potential fees, please contact your local customs office.
If your order is being held at customs, we recommend reaching out to your country’s customs department directly to request the release of your package.
CAN I CHANGE MY SHIPPING ADDRESS?
Once an order is placed, it is sent directly to our shipping department for processing, which typically takes 1-3 business days. After processing, tracking codes are generated and a shipping confirmation email is sent.
If you need to update your shipping address, please contact our Customer Service as soon as possible after placing your order. While we will do our best to assist you, we cannot guarantee changes once the order has been processed.
To avoid any issues, please double-check that your shipping details are correct before submitting your order.
Note: If you provide a temporary or incorrect shipping address, we are not responsible for lost or undelivered parcels, including cases where you have moved from the provided address.