FAQ

Do you ship internationally?

Yes, we do! We ship to almost every country in the world except the following ones. Due to shipping restrictions, we're sorry and will keep working on this.


Bahamas
Yemen
Cuba
Iran
Sudan
Syria
 

Free shipping for all orders over US$79.99(Non-US orders). Otherwise, it costs US$9.9.

 

When will my order ship?

Processing plus shipping is usually 2-3 weeks.

Your order will ship within around 7 business days. But, if you place an order during a major launch/restock, please allow up to 14 business days for your order to ship. Shipping is usually 8-14 days.

*Business days refer to M-F and exclude national holidays.

If your order is urgent, please contact me on TK or pawcuddle.mysteryscoop@gmail.com

 

How to track my order ?

If you place an order successfully, you will immediately receive a confirmation email. The order confirmation email was sent to the email address, which you used for your order.  Then if the item is shipped, you also will immediately receive a shipping email.

Note: Due to the carrier system, your tracking number information may take up to 2-3 business days to be visible on the carrier website.


I received a tracking number but it hasn't been updated-What should i do?

Due to international shipping procedures, tracking may not update immediately after shipment. It usually takes a few days for the package to reach and be scanned at the international airport. Until then, tracking information may not be available.

The package is being delivered by the carrier but I wasn't at home, what should I do?

Please contact the carrier. Usually, they will resend your package on the next working day, but sometimes they may ask you to pick up your package at your local post office/access point.

If you need any assistance, please contact us in the following ways:
TK: @pawcuddle.mysteryscoop
E-mail: pawcuddle.mysteryscoop@gmail.com

 

My payment was declined - What should I do?

If you are experiencing an issue when making a payment on checkout, please double-check and follow the guide below.

Error message

  • Please make sure you have inputted the correct details.
  • If all details are correct, pls contact your bank to ensure there are no problems with the card.
  • If the above is no problem, please contact us to submit details and we will investigate further.

To help us solve the issue for you, please include as many of the following details as possible.

  • What operating system do you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What Internet Browser you are using (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • What payment method you were trying (e.g. PayPal, Visa)
  • A description of the problem and what time the problem occurred
  • If you get an error message, please include it in your message to us

Payment Declined

If your credit or debit card was declined, please check the following:

  • Card expiry date
  • If your card billing address is different from the billing address you informed on checkout.
  • If the above doesn't help, your Credit Card Company or bank will have more information. If using PayPal, please contact PayPal directly if your payment has been declined.

 

Why did the price change on checkout?

The prices shown on our website refer only to the value of the products. However, during checkout, a delivery fee may be added to the total purchase price. If the price difference is much higher than expected, please contact our by email: pawcuddle.mysteryscoop@gmail.com
We will happily check this for you.

 

I tried to use a discount code and it didn't work

For the usage of the discount code:
  • Check to make sure the code was copied properly and click “APPLY”, and then the price will change. If the code still doesn’t work, please contact us: pawcuddle.mysteryscoop@gmail.com
  • Discount codes cannot be combined. Only one discount code can be used at checkout.
If you have any questions, do not hesitate to contact us via e-mail: pawcuddle.mysteryscoop@gmail.com


How do I cancel my order?

You may cancel your order within 2 hours of placing it. After this window, your order may have already entered our processing or shipping system and can no longer be canceled.
If you need to make changes, please contact us at pawcuddle.mysteryscoop@gmail.com as soon as possible, and we’ll do our best to assist you.

 

Will I receive a confirmation email when I place the order?

Yes. You will receive a confirmation email shortly after placing your order. To ensure that this goes into your inbox please add pawcuddle.mysteryscoop@gmail.com to your contacts, otherwise your confirmation email may end up in your spam folder. If you have not received your order confirmation email please contact us.


I made a mistake with my address

Please check your address on your confirmation email which is sent after purchase.

  • If the product has not been shipped, don't worry, please send us the correct address as soon as possible so that it can be changed.
  • If the product has already been shipped, we are sorry for that. Anything can’t be changed in this situation. Maybe you can pay more attention to the logistics, you can get it from your local post office when your package arrives your country. We sincerely apologize for any inconvenience that we caused.

Please contact us by email: pawcuddle.mysteryscoop@gmail.com within 24 hours of placing your order.

 

What’s your return & exchange policy?

Because of the mystery nature of our products, we do not offer returns or exchanges. Every scoop is a surprise, and that's part of the fun! 💕

However, we want you to be happy — if you receive an item that is damaged, missing, or incorrect, contact us within 48 hours of delivery. We will happily send a free replacement or offer another resolution.