help Support & FAQ Knowledgebase

Frequently Asked Questions

Clear, transparent answers about our shipping timelines, customs fees, sizing exchanges, and return policy.

Where do you ship and are there any customs fees? expand_more

We ship to street addresses across the contiguous United States. Orders are inspected, packed, and dispatched directly from our dedicated international fulfillment center on a Delivered Duty Paid (DDP) basis — meaning you pay $0.00 in extra customs duties or import tariffs upon delivery. Our corporate headquarters, customer support team, and domestic return facility are located in Boulder, Colorado.

When will I receive my order and how much does shipping cost? expand_more

1) Processing time: 1–3 business days (Monday–Saturday) for order verification, quality inspection, and packing.

2) Delivery time: Once shipped, standard transit time is 7–15 business days via USPS, DHL eCommerce, or FedEx with end-to-end tracking.

3) Shipping rates: FREE Standard Shipping ($0.00 USD) on orders $50.00 and above; $3.99 USD flat rate on orders under $50.00.

Do you ship to PO Boxes or APO/FPO addresses? expand_more

Unfortunately, we are unable to ship to PO boxes or APO/FPO military addresses at this time. Please provide a physical residential or commercial street address at checkout.

My tracking isn't updating yet. What should I do? expand_more

It can take 1–2 business days for carrier tracking numbers to display initial scan milestones after dispatch. If your tracking has not updated after 3 business days, email us at support@staypaw.com and our team will assist you right away.

How do I place a return or size exchange? expand_more

We accept returns and exchanges within 30 calendar days of delivery with a $0.00 restocking fee, and we offer 1 free size exchange on your first apparel purchase. Simply email support@staypaw.com with your order number to receive return authorization for our Boulder, CO return facility (1942 Broadway St., STE 314C, Boulder, CO 80302). Approved refunds are credited back to your original payment method within 10 business days of receipt.

How do I clean and care for my products? expand_more

• Machine-washable (cold, gentle cycle): Dog coats, fleece jumpsuits, knit sweaters, summer shirts, and removable bed covers.

• Hand-washable: Harnesses, collars, leashes, and foam inserts.

• Plush & Orthopedic Beds: Please allow 24 hours for vacuum-packed padding to expand fully after unboxing.

Still have a question?

Our customer care team is available Monday – Saturday, 9:00 AM – 5:00 PM MST at support@staypaw.com or +1 (720) 738-0999.

Contact Support arrow_forward

Your Gentle Giant Bag

Frequently Asked Questions

Still have a question?