Frequently Asked Questions

Orders & Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and local payment methods including:

Europe: iDEAL (Netherlands), Klarna (Germany, Austria, Nordics)
Brazil: PIX
Other regions: See available options at checkout

Can I modify or cancel my order after placing it?

We process orders quickly, so changes or cancellations are only possible within 2 hours of placing your order. Contact us immediately at hello@pawterre.com with your order number.

Is it safe to shop on your website?

Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your personal and payment information. We never store your credit card details.

Will I be charged in my local currency?

We display prices in multiple currencies (USD, EUR, BRL). Your bank may convert the charge to your card's currency if different. Check with your bank for any foreign transaction fees.

I didn't receive an order confirmation email. What should I do?

Check your spam/junk folder first. If you still can't find it, email us at hello@pawterre.com with your name and we'll resend it.

Shipping & Delivery

How long does shipping take?

Europe: 10-20 business days (standard), 5-10 business days (express)
South America: 20-35 business days (standard), 10-20 business days (express)

Do you offer free shipping?

Yes! Free standard shipping on orders over$79 / €60 (Europe) / R$250 (Brazil).

Will I have to pay customs duties or taxes?

For Europe, orders under €150 include VAT at checkout (no surprise fees). For South America, import taxes may apply depending on your country. See our Shipping Policy for details.

How do I track my order?

You'll receive a tracking number by email once your order ships. You can also track your order on our Track My Order page.

My package is delayed. What should I do?

First, check your tracking number. If there's no update for 7+ days, contact the carrier. If the issue persists, reach out to us at hello@pawterre.com and we'll investigate.

Products

How do I choose the right size bed for my pet?

Each product page includes a size guide with recommended pet weight and bed dimensions. As a general rule:

Small (S): Pets up to 5kg (cats, small dogs)
Medium (M): Pets 5-10kg (medium-small dogs, large cats)
Large (L): Pets 10-20kg (medium dogs)
Extra Large (XL): Pets 20kg+ (large dogs)

When in doubt, size up — pets love having extra room to stretch.

Are your materials safe for pets?

Absolutely. All our fabrics are non-toxic and pet-safe. We use OEKO-TEX certified materials where applicable, and our stuffing is made from pet-safe PP cotton.

Are the beds machine washable?

Most of our beds are machine washable on a gentle cycle (cold water). Always check the care label on your specific product. For beds with removable covers, remove the cover and wash separately.

Do your beds have non-slip bottoms?

Yes, most of our home collection beds feature anti-slip silicone grips on the bottom to prevent sliding on hard floors.

What if my pet doesn't like the bed?

Pets can take a few days to warm up to a new bed. Try placing a familiar blanket or a worn t-shirt inside. If after 14 days your pet still won't use it, you can return it under our 30-day return policy (item must be in original condition).

Returns & Exchanges

What is your return policy?

We offer a 30-day return policy from the date of delivery. Items must be unused, in original packaging, and in the same condition as received. See our Refund Policy for full details.

How do I start a return?

Email us at hello@pawterre.com with your order number and the reason for return. We'll send you a return shipping label and instructions.

Who pays for return shipping?

If the item is defective or we sent the wrong product: We cover return shipping.
If you're returning for personal reasons (changed mind, wrong size): Return shipping is the customer's responsibility.

How long does a refund take?

Once we receive and inspect your returned item, refunds are processed within 10 business days to your original payment method. Bank processing times may add 3-5 additional days.

Can I exchange instead of refund?

Yes! The fastest way is to return the original item for a refund and place a new order for the item you want. This avoids waiting for the exchange process.

Account & Privacy

Do I need an account to order?

No, you can check out as a guest. However, creating an account lets you track orders, save addresses, and earn loyalty points (coming soon).

How do you protect my data?

We take your privacy seriously. See our Privacy Policy for full details. We never sell your data to third parties.

Still Have Questions?

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