FAQ's
Frequently Asked Questions (FAQ)
1. When will my order ship?
All orders are processed within 2–5 business days. During peak seasons such as Christmas, processing may take up to 5–7 business days. Once your order has shipped, you will receive an email with your tracking link.
2. How long does delivery take?
Delivery times vary depending on your location.
Orders shipped to the United States typically arrive within 5–12 business days.
Orders to the United Kingdom usually take 5–10 business days.
European deliveries generally take 7–14 business days.
Australia and New Zealand deliveries take approximately 7–14 business days.
For the rest of the world, delivery may take between 10–20 business days.
Please note that shipping times may vary due to customs processing, weather conditions, or courier delays.
3. Do you ship worldwide?
Yes, we ship to most countries around the world. Customs duties, VAT, or import taxes may apply depending on your country and are the responsibility of the customer.
4. Can I track my order?
Yes. Once your order has shipped, you will receive a tracking link by email. Tracking information may take 24–48 hours to update after shipment.
5. What if I entered the wrong shipping address?
If your order has not yet shipped, please contact us as soon as possible so we can assist. If the order has already been shipped, we are unable to refund or replace it unless the package is returned to us by the courier. If the item is returned, we can arrange reshipment, and additional shipping fees may apply.
6. My package is delayed or lost. What should I do?
If your package is delayed or appears lost, please contact us at support@fingersandpaws.org. We will help investigate the issue and arrange a replacement when appropriate.
7. What is your return policy?
We accept returns or replacements for items that arrive damaged or defective. Please contact us within 7 days of delivery with your order number and clear photos of the issue so we can assist you promptly.
8. Can I cancel or change my order?
Orders can only be modified or cancelled before they are processed. Once production has started for print-on-demand items, cancellations or changes are no longer possible.
9. What payment methods do you accept?
We accept major credit cards, debit cards, and secure online payment options through Shopify.
10. How do I contact support?
You can reach our support team anytime by emailing support@fingersandpaws.org. We aim to respond to all enquiries within 24–48 hours.