Help Center
Frequently asked questions
Shipping, returns, product quality, and how we pick what we carry. If your question isn't here, email us and we'll answer it.
How does shipping work?
We ship all orders within 1-2 business days via USPS or UPS, depending on your location. Standard shipping is free on orders over $45. Express 2-day shipping is available at checkout for an additional fee. You will receive a tracking number by email as soon as your order ships.
What is your return policy?
If your pet doesn't like a product or it arrives damaged, contact us within 30 days of delivery and we will make it right. We offer full refunds on unopened items and store credit or replacement on opened items where quality is the issue. Damaged-in-shipping claims include photo documentation and a replacement or refund within 3 business days.
How do you select which products to carry?
Every product on PawMart goes through a three-step review: a licensed veterinarian checks the formulation and ingredient sourcing, we verify any health claims against peer-reviewed literature, and we confirm the brand meets NASC (National Animal Supplement Council) quality standards where applicable. If a product doesn't pass all three, it doesn't go on the site.
Do you dropship products, or do you stock them yourselves?
PawMart works with a curated set of supplier partners who ship orders directly to your door. This means we can carry a broader, faster-changing catalog of wellness products without the inventory delays of traditional retail. Every brand we work with is vetted by us before we list their products, and you will always see the brand name and sourcing details on the product page.
What does 'vet-reviewed' mean on a product page?
It means a licensed veterinarian has reviewed the product's ingredient list, formulation, dosing, and any health claims before we listed it. It does not mean the product treats or cures any condition. We are careful to distinguish between wellness support and medical treatment, and we never make implied cure claims. If you have a pet with a diagnosed condition, please work with your vet alongside anything you find here.
How does Paw Perks work?
Paw Perks is our free loyalty program. You earn points on every order (5 points per dollar at Silver, up to 12 points per dollar at Platinum), and every 100 points is worth $1 in Paw Cash to use on your next order. You also earn bonus points for writing reviews and referring friends. There is no credit card needed to join, and points never expire as long as your account is active.
How do I know which product is right for my pet?
Each product page includes breed and life-stage guidance so you can match the right product to where your pet actually is right now. If you are still not sure, email us at pawmart@sogoodmail.co with your pet's breed, age, and health background and we will point you in the right direction. We answer every email.
How do I contact PawMart with a question or issue?
Email us at pawmart@sogoodmail.co or use the contact form at pawmart.sogood.business/contact. We respond to all messages within one business day, usually faster. For order-specific issues, include your order number in the subject line.
Still have a question?
We read and reply to every message. Usually within a few hours.