Where’s my order?
Your tracking link is emailed to you the moment your order ships. Here’s exactly what to expect, and what to do if something doesn’t look right.
What happens after you order
Order placed
Right awayYou get an order confirmation email within a few minutes. That one confirms we have your order — it does not have tracking in it yet.
Packed & shipped
1–3 business daysWe get your order packed and handed to the carrier. The moment it ships, a second email goes out — that one has your tracking link.
On its way to you
5–9 business daysSome of our items ship directly from our suppliers, so delivery takes longer than Amazon — we would rather tell you that up front than pretend otherwise.
Business days don’t include weekends or public holidays, so an order placed on a Friday starts moving on Monday.
Finding your tracking link
- Search your inbox for PawLife — the shipping email has your tracking link in it.
- Check spam and promotions. This is where it hides the vast majority of the time.
- Still nothing? Send us your order number and we’ll look it up ourselves — no need to keep hunting.
Common situations
I haven’t received a tracking email
Tracking is only sent once your order actually ships, which is 1–3 business days after you order. If it has been longer than that, check your spam or promotions folder first — then email us and we will find it for you.
My tracking hasn’t updated in days
This is the most common one, and it is usually fine. International parcels often go quiet for several days between scans, especially while clearing customs. If there has been no movement for more than 10 business days, get in touch and we will chase it.
It’s taking longer than 14 business days
Then something has gone wrong and we want to know. Email us with your order number and we will either track it down, resend it, or refund you — whichever you prefer.
My order arrived damaged or it’s the wrong item
Email us within 48 hours of delivery with a photo and we will make it right at no cost to you. You do not need to send the damaged item back first.
I entered the wrong shipping address
Email us as fast as you can. If the order has not shipped yet we can usually fix it. Once it is with the carrier we cannot change it, but we will help you work out the options.
Still stuck? A real person will help
Email us your order number and we’ll come back to you. And remember every order is covered by the Happy Pets Promise — 30 days to change your mind, full refund, no restocking fees.
Email us about my orderor write to [email protected]
Full details in our Shipping Policy and Refund Policy.