Frequently Asked Questions

Below are answers to common questions about shopping with MerryPaws Home. For more details, please review our Shipping & Delivery, Returns & Refunds, Privacy Policy, and Terms of Service pages.

Do you offer free shipping?

Yes. Free standard shipping is available on eligible U.S. orders of $69 or more.

Standard shipping is $7.90 for eligible U.S. orders under $69. The $69 free-shipping minimum is calculated after discounts and before applicable taxes and shipping charges.

Extended U.S. destinations, including Guam, the U.S. Virgin Islands, and American Samoa, have separate shipping rates that are shown at checkout.

How long does shipping take?

Standard U.S. orders typically require 3–5 business days for processing.

Estimated standard transit time is generally 5–8 business days after processing, for an estimated total delivery time of approximately 8–13 business days.

Extended U.S. destinations generally require 3–5 business days for processing plus an estimated 7–15 business days in transit.

Delivery times are estimates and may vary due to carrier delays, weather, holidays, destination, customs processing, periods of high order volume, or other circumstances outside our reasonable control.

Can I track my order?

Yes. Once your order has shipped and tracking information is available, you will receive a shipping confirmation email with your tracking details.

Depending on the carrier and fulfillment method, the tracking link may direct you to your Shopify order status page or directly to the carrier's tracking website.

If you have a MerryPaws Home customer account, you can also sign in to view your orders.

I have not received tracking information. What should I do?

Orders normally require 3–5 business days for processing before shipment. Processing time is separate from transit time.

If your order has passed the expected processing period and you have not received shipping or tracking information, please contact us at support@merrypawshome.com .

Please include your order number and the email address used at checkout so we can locate your order more quickly.

Where do you ship?

We currently ship to eligible U.S. destinations, including Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, and American Samoa.

Standard U.S. shipping and Extended U.S. shipping rates vary by destination and order value and are shown at checkout.

We may also offer shipping to select international destinations. Current shipping availability and available rates are shown during checkout.

APO/FPO/DPO and some other destinations may not currently be available.

Where do you ship from?

We work with multiple suppliers, fulfillment locations, and shipping partners.

Orders may ship from different fulfillment locations depending on the item, availability, and destination. Items within the same order may occasionally arrive in separate packages or at different times.

What is your return policy?

You may request a return within 30 days of the date your order is delivered.

To be eligible for a return, the item must generally be unused, in the same condition in which it was received, with applicable original tags, accessories, and packaging when reasonably possible.

Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

For change-of-mind returns, return shipping costs are generally the customer's responsibility, and original shipping charges are generally non-refundable.

Extended U.S. and international returns may involve additional shipping, carrier, or customs-related costs.

Are all items eligible for returns?

No. Certain items may not be eligible for return for health, hygiene, safety, customization, or other practical reasons.

Examples may include:

• Perishable or consumable goods
• Personalized or custom-made products
• Opened or used hygiene-sensitive products
• Items that cannot be safely resold after use
• Gift cards

Please review our Returns & Refunds Policy for complete details.

Does free shipping depend on the product?

Free standard shipping is primarily based on your order value and eligible shipping destination, rather than a separate product-level free-shipping requirement.

Eligible standard U.S. orders of $69 or more qualify for free standard shipping.

Extended U.S. destinations, including Guam, the U.S. Virgin Islands, and American Samoa, have separate shipping rates and are not included in the standard $69 free-shipping offer unless specifically stated at checkout.

Certain oversized, unusually heavy, restricted, or destination-limited items may also have different shipping availability or fulfillment requirements.

Can I cancel or change my order?

If you need to cancel or modify an order, please contact us as soon as possible.

Cancellation or modification requests can only be accommodated before the order has entered processing or fulfillment and cannot be guaranteed.

What should I do if I have an issue with my order?

Please contact us at support@merrypawshome.com or through our Contact Us page.

Please include your order number, the email address used at checkout, and clear photos or other relevant information if the issue involves a damaged, defective, or incorrect item.

We will review the available information and provide the appropriate next-step instructions.

My package says delivered, but I cannot find it. What should I do?

If tracking shows that your package has been delivered but you cannot locate it, please first check your mailbox, front door, porch, package room, building office, household members, neighbors, and other common delivery locations.

You may also want to check directly with the carrier, as tracking information can sometimes update before final delivery.

If you still cannot locate your package, please contact us with your order number and tracking information. We will review the available shipment details and help determine the appropriate next step.

Can shipping costs change after I place an order?

Shipping rates shown at checkout are based on the destination, order value, and information available when the order is placed.

In uncommon cases involving remote destinations, oversized items, unusually heavy orders, or other exceptional fulfillment situations, the actual delivery cost may differ materially from the amount originally calculated.

If this happens, we will contact you before fulfillment. You may choose to approve any revised shipping charge or cancel the affected order for a refund. We will not intentionally charge an additional shipping amount without your approval.

Do international orders include duties and import taxes?

International shipments may be subject to customs duties, import taxes, brokerage fees, or other destination-related charges.

Unless checkout specifically states that these charges are included or collected, customers may be responsible for applicable charges assessed by customs authorities, carriers, or other third parties.

International shipping availability and requirements can vary by destination and product.

How can I contact customer support?

You can contact us through our Contact Us page or email us at support@merrypawshome.com .

We aim to respond within 1–2 business days. Response times may be longer during weekends, U.S. public holidays, promotional periods, or periods of high order volume.