If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
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- Order Related
- Payment & Pricing
- Shipping & Delivery
- Returns & Exchanges
- Account & Login
- Product Information
- Discounts & Promotions
- After-Sales Service
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Order Related
Q: “ How can I track my order? ”
Once your order has been shipped, you’ll receive an email with a tracking number and link. You can also log into your EcoPawPaw account to check your order status anytime.
Q: “ Can I change my order details? ”
If your order hasn’t been shipped yet, please contact us as soon as possible. We’ll do our best to make any changes before dispatch.
Q: “Can I cancel my order?”
Orders can be cancelled before shipment. Once your order has been shipped, we’re unable to cancel it, but you may return the items after receiving them.
Q: “When will my order be shipped?”
Orders are usually processed within 1–3 business days. Once shipped, you’ll receive a confirmation email with tracking details.
Q: “ Why did I not receive my full order?”
Some items may ship separately from different warehouses. If part of your order is missing, please allow a few more days or contact our support team for assistance.
Payment & Pricing
Q: “What payment methods do you accept? ”
We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and selected local payment options depending on your region.
Q: “Why did my credit card payment fail?”
Payment failures may occur due to incorrect card details, insufficient funds, or bank restrictions on international transactions. Please try another card or contact your bank for help.
Q: “Does the price include taxes?”
All prices shown include VAT for EU customers. For orders outside the EU, additional customs duties or taxes may apply upon delivery.
Q: “Are there any discount codes available?”
We occasionally offer discount codes during special campaigns. Subscribe to our newsletter or follow us on Instagram to stay updated on our latest offers.
Q: “What payment options can I use?”
You can pay securely through our checkout page using your preferred payment method. All transactions are encrypted and protected for your safety.
Shipping & Delivery
Q: “How much is the shipping fee? ”
Shipping costs are calculated at checkout based on your location and order weight. We offer free shipping for qualifying orders over a certain amount — please check our Shipping Policy for details.
Q: “Do you offer international shipping?”
Yes, we ship internationally to most countries. Shipping times and fees vary depending on your location.
Q: “Which courier service do you use for delivery?”
We work with reliable couriers such as DHL, DPD, and local postal services to ensure safe and timely delivery.
Q: “How long does delivery take?”
Orders are usually delivered within 5–10 business days for EU countries and 10–20 business days for international destinations. Please note that delivery times may vary during holidays or customs inspections.
Q: “What should I do if my package is lost?”
If your package hasn’t arrived after the estimated delivery time, please contact us with your order number. We’ll help track your parcel or arrange a replacement if necessary.
Returns & Exchanges
Q: “How can I request a return? ”
Please contact us within 14 days of receiving your order and include your order number and reason for return. Our team will provide you with the return instructions.
Q: “What is your return policy?”
Items must be returned unused, in their original packaging, and in resellable condition. Customized or clearance items are non-refundable.
Q: “How can I exchange an item?”
If you wish to exchange an item for a different size or model, please contact us first. Once your return is received and approved, we’ll arrange the replacement shipment.
Q: “Do I need to pay for return shipping?”
Return shipping costs are generally the customer’s responsibility unless the item is defective or sent in error.
Q: “What should I do if I receive a defective item?”
Please contact us immediately with photos of the defective item. We’ll review the issue and arrange a replacement or refund as quickly as possible.
Account & Login
Q: “How do I create an account? ”
Click the “Account” icon on the top right of our website and select “Create Account.” Enter your email address and password to get started.
Q: “What should I do if I forget my password?”
Click “Forgot Password?” on the login page and follow the instructions to reset it via email. If you need help, contact our support team.
Q: “How can I update my personal information?”
Log into your account and go to “Account Details.” From there, you can update your address, contact information, or payment preferences.
Q: “How can I check my order history?”
After logging in, go to “My Orders” to view your past and current orders, including tracking information.
Product Information
Q: “How do I choose the right size?”
Each product page includes a detailed size chart and measurement guide. Please refer to the size chart before placing your order, or contact us for personalized advice.
Q: “What materials are used in your products?”
We use eco-friendly and durable materials such as solid wood, bamboo, recycled paper pulp, stainless steel, and non-toxic TPR. Each material is carefully chosen to ensure safety and sustainability.
Q: “Where can I find detailed product information?”
You can find product specifications, materials, and care instructions on each product page under the “Details” section.
Q: “How many color options are available for your products?”
Most of our products are available in multiple natural tones. The available colors are listed on each product page.
Q: “When will out-of-stock items be restocked?”
Popular items are restocked regularly. You can click “Notify Me When Available” on the product page to receive an email once it’s back in stock.
Discounts & Promotions
Q: “How do I use a discount code?”
Enter your discount code in the “Promo Code” box during checkout, then click “Apply.” The discount will be automatically deducted from your total amount.
Q: “Do you offer membership discounts?”
Yes, registered members occasionally receive exclusive offers and early access to new collections. Sign up for an account to enjoy member benefits.
Q: “How can I get discount updates?”
Subscribe to our newsletter or follow us on Instagram to receive the latest updates on promotions, seasonal sales, and limited-time offers.
Q: “Do you support bulk purchases?”
Yes, we welcome bulk or wholesale orders for selected products. Please contact us via email at info@ecopawpaw.com for quotation and details.
After-Sales Service
Q: “What should I do if my product has a quality issue?”
Please contact us within 7 days of receiving your order and include clear photos of the issue. We’ll assess the situation and offer a replacement or refund if applicable.
Q: “Can I request a repair?”
For minor damage or wear, we offer repair or replacement parts for selected products. Please contact our team with product details to check availability.
Q: “Do you offer a warranty service?”
Each EcoPawPaw product is carefully inspected before shipping. Since playtime habits vary among pets, wear or damage caused during normal use is not covered by warranty.
