Shipping & Tracking

Q.Why isn’t my order status updated when I log into my account?

A.Please allow up to 5 business days for tracking to appear

Q. Tracking shows my label has been created, but no movement. Why is this?

A. Your shipping status may take 1-2 business day before any location updates appear. If your tracking does not update after 2 business days, please email our Resolution Team at: matchingpaw@outlook.com and we will research the matter further.  

Q. My package shows as “Delivered” but I never received it. What should I do?

A. Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Resolution Team at : matchingpaw@outlook.com and we will investigate the issue further.

Q. Do you offer same day delivery?

A.Unfortunately, we do not offer same day delivery.

Q.Do I need to pay for returns shipping?

A. Please note that all shipping costs are the responsibility of the buyer. Matchingpaw does not provide return shipping labels and will not reimburse the cost of return shipping. The item remains your responsibility until it is delivered back to us. We strongly recommend using a signed, tracked delivery service for returns, as we cannot accept responsibility for items lost in transit.

Returns and Exchanges

Q. Can I add/remove products from my order?

A. Please email our team at: matchingpaw@outlook.com for immediate assistance with your order.

Q. I am missing products from my order or product(s) in my order are damaged. What steps should I take? 

A. If any products are missing from your order or you received a product that is damaged, please reach out to support and retain all the original packaging. We request that you take photos/video of the interior and exterior of parcel for further investigation on our end. If damage is confirmed, we will refund your order amount.

Q. Can I place my order over the phone?

A. We do not accept phone orders.

Q. I noticed I entered the wrong address information and the package is now being returned to sender. What are the next steps to have my package re-shipped to me?

A. We are not responsible for this situation.

Q. My account was compromised and someone placed an order. What should I do?

A. Please email us immediately at: matchingpaw@outlook.com.

Q. How will I receive my refund?

A. Once the return has been approved, you will receive your refund via the same method used to make your purchase.