FAQs

Effective Date: 18 June 2026

Welcome to the Ma Paws Pet Supply FAQ page. Here you’ll find answers to common questions about orders, shipping, payments, returns, refunds, and customer support.

General Questions

What is Ma Paws Pet Supply?

Ma Paws Pet Supply is an online pet supply store offering pet accessories, grooming tools, toys, pet wear, walking accessories, and pet-inspired home products.

Where is Ma Paws Pet Supply located?

Ma Paws Pet Supply is located at:

379 E Main St
Hendersonville, TN 37075
United States

Orders

How do I place an order?

Choose the product you want, select any available options, add it to your cart, and complete checkout. Before payment, you can review the product price, shipping cost, taxes if applicable, and final order total.

Can I cancel or change my order?

Please contact us as soon as possible after placing your order. If the order has not been processed or shipped, we will try to help. Once an order has shipped, we may not be able to cancel or change it.

Will I receive an order confirmation?

Yes. After your order is placed, an order confirmation email will be sent to the email address used at checkout.

Shipping & Delivery

Where do you ship?

We currently ship within the United States only.

How much does shipping cost?

Standard shipping is a flat $9.99 for eligible U.S. orders. The final shipping cost will be shown at checkout before payment is completed.

How long does shipping take?

Most orders are processed within 1–3 business days. Standard delivery usually takes 3–7 business days after the order ships.

What is your order cut-off time?

Our order cut-off time is 6:00 PM ET. Orders placed after this time may begin processing on the next business day.

How do I track my order?

After your order ships, tracking information will be sent to the email address used at checkout. Tracking updates may take 24–48 hours to appear after the carrier receives the package.

Payments

What payment methods do you accept?

Available payment methods are shown at checkout. These may include major credit cards, debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and other Shopify supported payment options.

When will I be charged?

Your payment method is charged when you place your order at checkout.

Returns & Refunds

What is your return policy?

Most eligible unused items may be returned within 30 days of delivery. Items must be in their original condition and include all parts or accessories when possible.

How do I start a return?

To start a return, email us at support@mapawspetsupply.com with your order number, the email used at checkout, the item you want to return, and the reason for the return.

Please do not send items back before contacting us and receiving return instructions.

Who pays for return shipping?

Customers are responsible for return shipping when returning an item because they changed their mind, ordered the wrong item, or no longer want the product.

If the item arrived damaged, defective, or incorrect, contact us so we can review the issue.

When will I receive my refund?

After we receive and inspect an approved return, we will notify you about the refund status. Approved refunds are issued to the original payment method. Your bank or payment provider may take 5–10 business days to show the refund.

Product & Order Issues

What if my item arrives damaged or incorrect?

Please contact us within 48 hours of delivery. Include your order number and clear photos of the item, packaging, and shipping label.

Are your products suitable for all pets?

Product use depends on the item, pet size, and how the product is used. Please read the product description, size details, and usage information before ordering. Pets should be supervised when using toys, wearables, accessories, or grooming items.

Do you provide pet medical or veterinary advice?

No. Ma Paws Pet Supply does not provide veterinary, medical, nutrition, or health advice. For pet health concerns, please contact a licensed veterinarian.