FAQs
FAQs – The Upper Paw
How do I place an order?
Placing an order is simple. Browse our store, choose your desired product and quantity, then click “Add to Cart” and proceed to our secure checkout.
Once your order is confirmed, we’ll begin processing it and send you a confirmation email.
Can I modify or cancel my order?
Yes, you can request changes or cancellations within 24 hours of placing your order.
After this window, or once your order has been processed or shipped, we may not be able to make changes. Please contact us as soon as possible at:
📧 support@theupperpaw.shop
How long does delivery take?
Orders are typically processed within 1–2 business days.
For deliveries within the United States:
- Transit Time: 3–5 business days
- Estimated Delivery: 4–7 business days
Delivery times begin once your order has been shipped.
Do you offer free shipping?
Yes, we offer:
- Free Standard Shipping on orders over $75
- Flat Rate Shipping of $6.99 on orders under $75
There are no hidden fees.
My tracking number isn’t working
Tracking information may take 24–48 hours to update after your order has been shipped.
If your tracking details are not working after a few days, please contact us and we’ll assist you.
What if my order arrives damaged?
If your item arrives damaged, please contact us within 3 days of delivery.
Email: support@theupperpaw.shop
Include clear photos of the item and packaging.
We will arrange a replacement or full refund as quickly as possible.
Do you offer returns?
Yes, we offer a 30-day return policy on eligible items.
To qualify:
- Items must be unused and in original packaging
Please note:
- Certain items may not be eligible for return due to hygiene or safety reasons
Always contact us before sending any return.
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- Discover
- Apple Pay
When will I be charged?
Your payment method will be charged immediately after your order is successfully placed.
How secure is my information?
Your security is very important to us.
- We use SSL encryption to protect your data
- We do not store full card details
- Payments are processed through secure, PCI-compliant providers
Do you offer local pickup?
At this time, we do not offer local pickup. All orders are shipped directly to your address to ensure convenience and consistency.
Contact Information
If you have any questions, our support team is here to help:
The Upper Paw
📍 Address: 2809 Commerce Street, Dallas, TX 75226, USA
📞 Phone: +1 214-760-9991
📧 Email: support@theupperpaw.shop
Customer Support Hours:
Monday – Friday: 10:00 AM – 8:00 PM (Central Time – CT)
Order Cut-Off Time:
5:00 PM (Central Time – CT)