Frequently Asked Questions
Find answers to common questions about our products and services
Orders & Payment
Orders are paid by cash on delivery (COD). You pay the rider when your order arrives.
You can modify or cancel your order within 2 hours of placing it. Contact our customer service immediately for assistance.
Yes, every order is cash on delivery. Delivery is charged by parcel weight, starting at Rs. 250; your cart shows the exact amount.
Shipping & Delivery
Delivery usually takes 3-5 business days anywhere in Pakistan. The charge depends on parcel weight, starting at Rs. 250.
Currently, we only ship within Pakistan. We are working on expanding our international shipping soon.
Contact us within 48 hours with photos of the damaged items. We will arrange a replacement or full refund immediately.
Yes. Use the Track Order page with your order number, or call or WhatsApp us for an update.
Returns & Refunds
We offer a 7-day return policy on most items. Products must be unused and in their original packaging.
Perishable items (food, treats), opened medications, and personalized items cannot be returned for hygiene and safety reasons.
Refunds are processed within 7-10 business days after we receive your return. The amount will be credited to your original payment method.
Return shipping is free if the item is defective or we sent the wrong item. Otherwise, return shipping costs are the customer's responsibility.
Products
Yes, all our products are 100% authentic and sourced directly from authorized distributors and manufacturers.
Our online store stocks food, treats, litter, medicine and accessories for dogs and cats. For other pets, contact our team and we will help.
Check our product descriptions for age, size, and breed recommendations. You can also contact our pet care experts for personalized advice.
Some medications require a prescription from a licensed veterinarian. Please contact us with your prescription for assistance.
Account & Services
No, you can checkout as a guest. However, creating an account lets you track orders, save favorites, and checkout faster.
Click "Forgot Password" on the login page and enter your email. You'll receive a password reset link within minutes.
Yes. NaturePaws is a veterinary hospital in Mirpur offering consultations, vaccinations, surgery, grooming, boarding and training. Book an appointment on our Booking page.