FREQUENTLY ASKED QUESTIONS:
1) I submitted my order and haven't received my shipment yet, When is it Expected to Arrive?
Generally speaking it takes 3-7 Business days for your order to arrive on average anywhere within the United States for the Free Shipping option as long as your order is placed before 5:00 EST. The timing is calculated based on your location of which you reside. If your Order is placed after 5:00 PM EST you should expect your order to arrive between 4-8 Business Days. We're all about expediting your order and therefore we ship your order Same Day to speed up the delivery for you. If your order hasn't arrived by the 10th day, please visit the Contact Us portion of our website or reach out to our Live Chat support team and your inquiry and Order Number and someone will respond right away. Tracking is always submitted along with every order that is shipped out and sometimes UPS can lose a package from time to time. Even if they are faulted for losing your package we still guarantee that we'll send you a new package after the 14th day if you choose to wait.
2) How Secure is my Purchase?
All Orders Purchased on our website is Verified via Authorize.net and/Or PayPal. Authorize.net is the leading protection agency for verifying your purchases and guaranteeing your Submitted Credit Card information is kept entirely encrypted and confidential. Neither EssentialPaw.com or Authorize.net have access to view any such information. In addition, EssentialPaw uses "Buy Safe" the leader in Online Fraud Protection to further ensure every transaction is further safe from hackers.
3) How do I receive Tracking Information with my order?
You will receive an Email notification Same / Next day after having placed your order along with the Shipping Courier information. Tracking is generally submitted Same Day for all orders submitted before 5:00 PM Eastern Standard Time.
4) The tracking number isn't working, what should I do?
This can happen, although rare. Please provide us your order details via our contact us page and we will get to the bottom of it! Our team will research where your package is. Although many shipping carriers may lose packages, we will double check on the status of your order and if your package is lost in transit to no fault of our own, we will gladly send you a new one.
5) There was a problem with the item/order I received?
We understand this can be frustrating at times, please let us know of your Order Number along with the Style Number you've received via our Contact Us page or Live Support Team and we will review the item and may request images of the product. We will then proceed and offer you a Full Credit for the item. Simply send back the item to our Returns Department and we will Exchange or Refund you for Full Credit of the item and reimburse you against the Returned shipping charges calculated by UPS based on your destination.
You must ship us over the defective item to: "EssentialPaw.com, Attn: Returns, 180 Northfield Avenue, Edison, NJ 08837".
6) Can I order over the phone?
For the security of our members and the information stored on their accounts, our phone representatives aren't authorized to take orders over the phone. All orders must be made on our site or our mobile commerce site. Should you experience difficulty at the checkout screen, please feel free to contact us via email. We offer Live Chat support and we can still assist you on the spot.
7) How much is shipping?
Shipping is calculated based on Region or Territory. We offer shipping by UPS and USPS with a multitude of Shipping Options . Shipping is automatically calculated by the shipping carrier provider chosen at Checkout. We offer both Domestic and International shipping options.
8)Does ESSENTIALPAW.COM Offer any incentives to Purchase?
Ofcourse we do! We offer promotions on our website with actual displayed coupon codes with Discounts that range. We don't hide our discounts and we expect you to visit our site to benefit from these Coupon Codes.
9) How do I cancel my order?
10) I want to Return or Exchange my order, How do I do that?