Shipping Returns

Shipping

Pongo Paws ships orders anywhere in the United States through USPS. All orders are shipped same-day if they are placed before 11 AM Pacific Time (2 PM ET) Monday to Friday. Transit times exclude Saturday and Sundays and Federal holidays. We will email you payment, receipt, and tracking information after orders are completed. Orders of $59 or more ship free. Orders under $59 will be charged $5.95 for shipping.

Note: Subscribe & Save (Autoship) orders always ship for free without a purchase minimum.

Pongo Paws uses USPS Priority Mail for all orders and ships throughout the United States and related territories. Shipping is free on all orders of $59 or more.
Pongo Paws can ship USPS Priority to any valid address in all 50 states, including PO Boxes.
Pongo Paws can ship to all U.S. territories using USPS Priority Mail.
Pongo Paws ships to APO/FPO bases using USPS Priority Mail.
If the order is still processing, we can update the shipping address, but we cannot update the address on an order that's already shipped. Please contact our customer service at 1-888-465-5489 to confirm if your order is still processing or has been shipped.
Your order confirmation will include a serial order number, which you can use to track your order through USPS Tracking.
USPS Priority Mail delivers only on business days and Saturdays. They do not offer shipping services on Sundays or holidays.
Orders placed Monday through Friday before 2 PM Eastern Time (11 AM Pacific) go out on the same day. Orders placed after that will be shipped the following business day.
First, try checking around your property and asking your neighbors to see if the package was put in the wrong place. If you still can't locate your order, you can reach our customer service at 1-888-465-5489.

Returns

Pongo Paws offers a 60-day money-back guarantee on all orders. If you or your pet is less than 100% satisfied with our product, contact our customer service team, and we'll arrange a refund or exchange for you. If your product needs to be returned, we'll send you the return label. All refunds and exchanges are subject to review, provided at the discretion of Pongo Paws.

You can make a return or exchange any time within 60 days of the purchase date. Pongo Paws offers every customer a 100% Satisfaction Guarantee.
Pongo Paws orders are backed by a 100% Satisfaction Guarantee. Just ask our customer service team for a return label.
If you've received a USPS return label from us, you can take your order to your nearest post office. If you bought your Pongo Paws product from a retail location, please follow the store's return policy.
Yes, you can request a refund on any order within 60 days of your purchase date. Because of our 100% Satisfaction Guarantee, you can receive a full refund if you're not completely satisfied with any Pongo Paws product.
It usually takes 3 to 5 business days for you to receive your refund once it's been processed. The speed partly depends on your bank.
Your refund is sent through your original form of payment.
You can call 888-465-5489 to speak with our customer service team directly about returns and refunds, or you can reach us through our contact page.