FAQs
StayPaw
Support & FAQs
We believe in quality service and customer support.
Shipping
Currently, we only ship to the US
1) Processing time:
1-3 business days (Order confirmation, customization, quality check, packing)
We try our best to process all orders within 1-3 business days but it can take longer during peak season (holiday season, big sale, etc)
2) Delivery time:
Standard Shipping: 7 - 15 business days.
Express Shipping: 3 - 7 business days.
Note: Our products are heavy and bulky because they are made of high-quality foam and fabric, especially dog crates made from wood. This makes shipping difficult, and expensive and can cause delays of about 5 - 7 days.ย
Because of this, we've made shipping free on all orders as a sincere apology.
We donโt ship to PO Boxes.
Oh no! Weโre sorry. It can take 1-2 business days for tracking numbers to activate. If itโs still not working after a couple of days, just e-mail us at support@staypaw.com and weโll track down your order.
We try to process orders very quickly, but please email us at support@staypaw.com and weโll do our best to have the address updated before it is sent out.
You have a short window to make changes or cancel your order after payment. If your order hasn't been shipped, reach out to our customer service team with your order number for assistance. Unfortunately, once the order is shipped, it can't be modified or canceled.
Payments
Reach out to our team at support@staypaw.com, and weโll be happy to assist with any issues you may have!
We're sorry that we don't accept cash on delivery so far. You can place an order on our website directly, then we will arrange shipment for you soon.
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order
Returns & Exchanges
We're happy to initiate the return process on non-furniture items as long as itโs within 30 days. Just email us support@staypaw.com. We would love to help you.
Here is our return policy.
Please note that because crates are large furniture items, they are non-refundable.
Please e-mail us atย support@staypaw.com with a photo of what was received and weโll take care of it right away.ย
Product Questions
Machine-washable: Bed, Sofa & Car Seat Cover
Hand-washable: Bed, Sofa & Car Seat insert
You can use a wet towel to clean the dog crate
Remove the bed from its packaging and unroll/plump as you would a new pillow. Please allow 24 hours for foam to expand fully.
Absolutely! This bed can be used for both cats and dogs (and humans).
The extra filling provides relief from joint and muscle pain, while the preformed hollow offers additional orthopedic support.
If your dog demonstrates serious chewing/destructive tendencies, particularly with furniture, our crate may not be the best option for you.
It should only take you about 20 minutes or so to assemble the crate. An allen wrench, screws, and instruction manual will be provided. Should be quick and easy!
Yes, the crate can be disassembled by reversing the assembly instructions.
No, crates can never be fully escape-proof, and if your dog is especially guileful, they MAY be able to sneak out. Because our crate is non-refundable, we advise not ordering if you think your dog may be a natural escape artist.
Have you any question? We're ready to help.