FAQs
Have questions about Smart Paw Gear products? You’re in the right place.
Below you’ll find answers about our smart pet accessories, including sizing, charging, water resistance, shipping, order tracking, returns, and product care. We designed this page to help you shop with confidence and choose the right gear for safer walks, easier training, and everyday pet comfort.
How can I contact Smart Paw Gear?
You can email us at info@smartpawgear.com where our customer service team will be happy to help you with whatever you need!
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hoursfor the tracking information to become available.
Do you ship worldwide?
Yes. If shipping does not allow for your country, please reach out to us and we will sort the technical issue out!
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods are accepted?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 9-12 days.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Customs, Duties, and Taxes
Smart Paw Gear is not responsible for any customs and taxes applied to your order. All fees imposed during or aftershipping are the responsibility of the customer (tariffs, taxes, etc.).
How do I return an item?
Thank you for shopping with us! We want you to love your purchase. If you are not completely satisfied, we are here to help.
1. Return Window You have 7 days from the date you received your item to request a return. To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging.
2. Return Shipping Costs Customers are responsible for paying their own return shipping costs to our designated fulfillment warehouse. Shipping costs are non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
3. Damaged, Defective, or Wrong Items If your item arrives damaged, defective, or if you received the incorrect product, please contact us at info@smartpawgear.com within 48 hours of delivery.
You must include:
- Your order number
- Clear photos or a short video showing the damage or issue
- A photo of the shipping label on the original packaging
Once verified, we will arrange for a replacement to be shipped to you immediately at no extra cost, or issue a full refund.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.