Frequently Asked Questions | Paw & Pine
Frequently Asked Questions
Where do you ship?
We focus on customers in the United States, starting with California. Shipping eligibility, cost and available options depend on the product and delivery address. Please review the shipping information at checkout and our Shipping Policy. Delivery estimates, when provided, are not guarantees.
Do you have a physical store in California?
No. Paw & Pine is an online store serving U.S. customers. We do not have a physical retail store or warehouse in California. Information about the business operating the store is available in our About Us and Terms of Service pages.
How can I choose the right product?
Review the description, original product photography, specifications and available options on each product page. For fit-dependent items, measure your pet and compare the listed supplier size guide. If important information is missing, contact us before ordering.
Why does a product say "Sold out"?
Items marked Sold out cannot be ordered while their inventory or supplier fulfillment needs confirmation. A visible product listing does not guarantee immediate availability.
What if an order cannot be fulfilled?
We check supplier fulfillment. If an item cannot be supplied, we will arrange the appropriate refund for any payment collected and contact you as needed.
What if my order arrives damaged, defective or incorrect?
Email info@promesgroup.com with your order number and a description of the issue. Clear photos may help us review it. We will assess the problem and available remedies under the published Refund Policy and applicable consumer rights.
Can I request a return if I change my mind?
Please review our current Refund Policy for eligibility and instructions, and contact us before returning an item. Do not send a package to our business contact address without written return instructions.