FAQs

All orders are processed within 3–7 business days.

Please note that processing may take longer during holidays or busy seasons.

Once shipped, standard delivery takes approximately 7–20 business days, depending on your country, local logistics, and stock availability. You’ll receive a tracking number via email once your order has been dispatched.

Yes! Pokpaw ships worldwide.Shipping costs, customs fees, and delivery times vary by region.All available shipping options and costs will be displayed at checkout.

Once your order is shipped, a tracking link will be sent to your email. You can use it anytime to check your delivery status. Please note that tracking updates may be delayed in some regions.

After an order is submitted, it enters our automatedprocessing system and cannot be modified or canceled.

If you wish to cancel, please contact us within 6 hours of placing your order at pokpawpet@gmail.com.

Requests made after this period may not be accepted.

For hygiene and safety reasons, Pokpaw only accepts returns or exchanges under the following conditions:

The product arrives damaged, defective, orincorrect;

You contact us within 7 days of deliveryand provide clear photo or video evidence.

Returns for personal preferences (e.g., wrong model, color, or “change of mind”) will not be accepted.

If the product is defective or incorrect, Pokpaw will cover return shipping costs.

 If a return is approved for personal reasons, the buyer is responsible for all shipping, return, and customs fees.

Refunds are processed within 7–14 business days after we receive and inspect the returned item.

Please note that shipping fees, handling charges, and other related costs are non-refundable.

If your item arrives damaged or does not function properly, please email pokpawpet@gmail.com within 7 days of delivery.
Include clear photos or videos showing the issue.
After verification, we will provide a replacement part or partial refund.
Requests made after 7 days or issues caused by misuse will not be covered.

All Pokpaw smart devices (such as automaticlitter boxes) come with a 1-year limited warranty, covering manufacturing defects only.

This warranty does not cover:

Damage caused by misuse, accidents, or unauthorized disassembly;

 Normal wear and tear, or consumable parts (e.g., mats, deodorizing packs, accessories).

All Pokpaw products are made with non-toxic, pet-safe materials and tested for safety, durability, and comfort — suitable for most cats and dogs.

Pokpaw smart litter boxes feature removable inner bins and automatic cleaning functions for easy maintenance.
Please follow the user manual to ensure safe and proper operation.

Accessories such as mats, deodorizing packs, and other replacement parts are available in our “Accessories” section on the website.

For best performance, we recommend using clumping tofu litter or bentonite litter.
Avoid crystal or non-clumping litters, as they may affect the self-cleaning mechanism.