We take delivery as seriously as we take our product quality. We currently only ship within Thailand. Below, we outline our shipping options.

Shipping Policy

Shipping Rates and Delivery Times

• Domestic Shipping (within Thailand):
  • Orders below THB500: THB85 flat rate shipping, estimated delivery within 3-5 business days.
  • Orders above THB500: FREE shipping; estimated delivery within 3-5 business days.
• International Shipping:
  • Currently not offered

Processing Time

• Orders are typically processed within 1-2 business days. Orders placed on weekends or holidays will be processed the next business day.

Tracking Your Order

• Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your shipment.

Shipping Restrictions

• We currently do not ship to P.O. Boxes

Shipping Issues

• If your order is delayed, lost, or damaged during shipping, please contact our customer service team at info@pawfellas.com or +66 639 7425 for assistance.

Return Policy

Eligibility for Returns

• We offer a money-back guarantee on your first cat litter order within 30 days of purchase. If you are unsatisfied with your purchase, let us know and we will give a 100% refund.

How to Initiate a Return

1. Contact Us: Email us at info@pawfellas.com with your order number and reason for return.
2. Receive Return Authorization: Our customer service team will provide you with a return authorization number and instructions on how to return your item(s).
3. Pack and Ship: Securely pack your unopened item(s) if any. Ship the package to the address provided in the return instructions.

Return Shipping Costs

• For 1st order return shipping costs, we will provide a prepaid shipping label.
• For subsequent orders, customers are responsible for return shipping costs, unless the item was damaged, defective, or incorrect. In such cases, we will provide a prepaid shipping label.

Refunds

• Once we receive your returned item(s) and inspect them, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 5-7 business days to the original method of payment. Please note that it may take additional time for your bank or credit card company to process and post the refund.

Exchanges

• If you need to exchange an item for a different size, scent, or product, please contact us at wecare@pawfellas.com. We will guide you through the process of returning the original item and placing a new order.

Non-Returnable Items

• The following items are non-returnable:
  • Non-defective items beyond the 1st order

Damaged or Defective Items

• If you receive a damaged or defective item, please contact us immediately at wecare@pawfellas.com with your order number and a description of the issue. We will arrange for a replacement or refund as quickly as possible.