Help Center — Find Answers, Fast

Welcome to the Pawtient Help Center. We've compiled answers to the most common questions to help you find what you need quickly. If you can't find the answer here, our support team is just an email away — we respond within 24 hours.

一：Orders & Payment

Question	Answer
How do I place an order?	Simply browse our collections, add items to your cart, and proceed to checkout. Follow the on-screen instructions to enter your shipping details and payment information. You'll receive an order confirmation email once your order is placed.
What payment methods do you accept?	We accept Visa, Mastercard, American Express, PayPal, and Apple Pay. All payments are processed securely through our trusted payment gateways.
How do I apply a discount code?	Enter your promo code in the "Discount code" field at checkout and click "Apply." The discount will be reflected in your order total immediately.
Can I change or cancel my order after placing it?	You may cancel your order for a full refund before it has been dispatched. If you need to modify your shipping address or order details, please contact us immediately at pawtientpet@Outlook.com. Once dispatched, we cannot make changes.

二：Shipping & Delivery

Question	Answer
How long does shipping take?	We typically dispatch orders within 1–3 business days. Delivery times vary by destination: US (3–7 business days), Canada/EU/Australia (5–10 business days). Express options are available at checkout.
How much does shipping cost?	Shipping costs are calculated based on your order weight, destination, and selected shipping method. Final costs are displayed at checkout before you complete your purchase.
Do you offer free shipping?	Yes! We offer free standard shipping on orders that meet the minimum order threshold (displayed at checkout). Thresholds vary by region.
How can I track my order?	Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number and carrier link. Please allow 24–48 hours for tracking updates.
What if my package is lost or arrives damaged?	Contact us immediately at pawtientpet@Outlook.com within 7 business days of the expected delivery date. Provide your order number and photos of any damage. We'll investigate and arrange a replacement or refund.

三：Returns & Refunds

Question	Answer
What is your return policy?	We offer a 30-day return window from the date of delivery. Items must be unused and in original condition. For pet food and supplements, only unopened items in original sealed packaging can be returned for change of mind.
Who pays for return shipping?	For change-of-mind returns, you are responsible for return shipping costs. For damaged, defective, or wrong items (our error), we cover return shipping and provide a prepaid label.
How long does it take to receive a refund?	Refunds are processed within 5 business days of receiving and inspecting your return. Refunds are issued to your original payment method.
Can I return opened pet food or supplements?	For hygiene and safety reasons, opened food and supplements cannot be returned for change of mind. If you believe there's a quality issue, please contact us immediately with photos — we'll make it right.

四：Product Information

Question	Answer
Are your products safe for my pet?	Absolutely. All Pawtient products are carefully sourced and quality-checked. Our pet food and supplements meet rigorous safety standards. We always recommend consulting your veterinarian before introducing new food or supplements to your pet.
Are your products suitable for all pet types?	We offer products for both dogs and cats. Each product page specifies the intended pet type and any age or size recommendations. Look for the "For Dogs" or "For Cats" tags on product listings.
Where are your products made?	Product origins vary by category and are specified on each product page. We work with trusted manufacturers around the world who meet our quality and safety standards.

五：Account & Subscriptions

Question	Answer
Do I need an account to place an order?	No, you can checkout as a guest. However, creating an account allows you to track orders, save your shipping information, and access order history.
How do I reset my password?	Click "Forgot password?" on the login page. We'll send a password reset link to your registered email address.