Last updated: October 22, 2026
Welcome to the Pawberry Frequently Asked Questions (FAQ) page!
We're here to make your shopping experience simple, convenient, and enjoyable. Below, you'll find answers to common questions about our pet products, ordering, shipping, order tracking, payments, returns, refunds, and customer support.
If you can't find the information you're looking for, please contact us at contact@pawberry.shop.
1. General Questions
What is Pawberry?
Pawberry is an independently operated online pet-products store offering handmade products for pets and their owners.
Every Pawberry product is handmade by me, the owner, in small batches. Because each piece is made by hand, small differences in color, texture, or size are normal.
Where is Pawberry located?
Pawberry is based in Nashville, Tennessee, United States.
Address: 8075 Sawyer Brown Rd, APT 1620, Nashville, TN 37221, United States
Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time
Who owns Pawberry?
Pawberry is owned and run by Daniel Patrick Clark, a sole proprietor in Nashville, Tennessee. Daniel makes every Pawberry product by hand and handles customer support for products, orders, shipping, returns, and refunds.
How can I contact Pawberry?
You can contact us using the following information:
Email: contact@pawberry.shop
Phone: +1 (901) 445-3933
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time
We welcome questions about our products, orders, shipping, returns, and refunds.
2. Ordering and Payments
How do I place an order?
Shopping with Pawberry is simple:
- Browse our available pet products.
- Select the product you wish to purchase.
- Choose any available product options.
- Add the product to your shopping cart.
- Proceed to checkout.
- Enter your contact, shipping, and payment information.
- Review your order details and complete your purchase.
Please ensure that all information is accurate before submitting your order.
What currency do you use?
Prices are displayed in the currency indicated on the product page and during checkout. Please review the final order total before completing your purchase.
What payment methods do you accept?
The payment methods available for your purchase are displayed during checkout. Available options may depend on your location and other applicable conditions.
Please review the available payment options before completing your order.
Can I change my order after placing it?
If you need to modify your order, please contact us as soon as possible at contact@pawberry.shop.
We will make reasonable efforts to accommodate your request before the order has been dispatched. Changes may not be possible once an order has entered the shipping process.
Can I cancel my order?
You may contact us to request an order cancellation. Please email contact@pawberry.shop as soon as possible and include your order number.
We will review your request and confirm whether cancellation is possible. If your order has already shipped, you may request a return in accordance with our Return and Refund Policy, subject to applicable law.
3. Shipping and Delivery
Where does Pawberry ship?
Pawberry ships orders to all 50 U.S. states, including Alaska and Hawaii. Please enter your shipping address at checkout to complete your order.
Where are orders shipped from?
Each order is packed and shipped by us from Nashville, Tennessee, United States.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders shipped to any of the 50 U.S. states, with no minimum purchase required.
How much does shipping cost?
Standard shipping is free on all orders shipped to the 50 U.S. states. No minimum purchase is required.
How long does order processing take?
Orders are typically processed within 1–2 business days. Processing time is the period required to prepare an order for dispatch. Business days exclude weekends and applicable non-processing holidays, and actual processing times may vary.
How long does shipping take?
Standard shipping typically takes 3–5 business days after an order has been dispatched. Actual transit times may vary depending on the destination, carrier, product, or unforeseen delays.
When will I receive my order?
The estimated total delivery time is approximately 4–7 business days after purchase, including processing and transit time. Delivery estimates are not guarantees and may be affected by carrier delays, weather, holidays, or other logistical circumstances.
Do you ship orders on weekends?
We pack and ship orders on business days. Orders placed on weekends are shipped on the next business day.
What if my order is delayed?
Shipping delays may occasionally occur because of weather, carrier disruptions, holidays, or other logistical circumstances.
If your order has not arrived within the estimated delivery period, please check your tracking information or contact us at contact@pawberry.shop for assistance.
4. Order Tracking
How can I track my order?
Once your order has been dispatched and tracking information becomes available, we will send the tracking details to the email address provided during checkout.
Please check your inbox and spam or junk folder if you cannot find the email.
I haven't received my tracking information. What should I do?
Your order may still be processing, or tracking details may not yet be available. Please check your email folders first.
If you need assistance, contact contact@pawberry.shop and include your order number.
What if my tracking information is not updating?
Tracking updates may take time to appear after dispatch. If your tracking information has not updated or you are concerned about your delivery, please contact us.
What should I do if my package is lost?
If your package appears to be lost or cannot be located, please email contact@pawberry.shop. Provide your order number and a description of the situation so we can review the available shipping information.
What if I entered the wrong shipping address?
Please contact us as soon as possible if you notice an incorrect or incomplete shipping address. We will make reasonable efforts to correct the information before shipment. Address changes may not be possible once an order has been dispatched.
5. Returns and Exchanges
What is your return policy?
Pawberry offers a 90-day return window after delivery for eligible products, subject to the conditions in our Return and Refund Policy and applicable law.
To request a return, contact us within 90 days after receiving your order.
What conditions must an item meet to be returned?
For an ordinary change-of-mind return, the following conditions apply, subject to applicable law:
- The return request must be made within 90 days after delivery.
- The item must be unused.
- The product must be in its original condition.
- Original packaging should be included when reasonably available and appropriate.
- You must contact Pawberry before sending the item back.
These conditions do not remove your rights concerning damaged, defective, or incorrectly supplied products under applicable law.
How do I start a return?
- Email contact@pawberry.shop.
- Include your order number.
- Explain the reason for your return.
- Wait for our return instructions.
- Package the item carefully.
- Send the item to our return address below.
Return Address:
Pawberry Returns
8075 Sawyer Brown Rd, APT 1620
Nashville, TN 37221
United States
Please email us before sending any product back so we can approve your return.
Who pays for return shipping?
Pawberry does. Return shipping is free for all approved returns and exchanges, including change-of-mind returns. There are no return or restocking fees.
If you receive a damaged, defective, or incorrectly supplied product, please contact us so we can address the issue in accordance with our policy and applicable law.
Can I exchange an item?
If you would like to exchange a product, please contact us with your order details. We will review your request and explain the available options. Exchanges depend on the circumstances and product availability. Return shipping for exchanges is free.
Can I return a used product?
For ordinary change-of-mind returns, products must meet the eligibility requirements described in our Return and Refund Policy. These requirements do not automatically exclude defective or incorrectly supplied items from assistance under applicable consumer-protection laws.
6. Refunds
How long does it take to receive a refund?
Once a returned item has been received and the refund has been approved, Pawberry will process the refund within 7 business days, in accordance with our refund procedure.
Your bank or payment provider may require additional time for the funds to appear in your account.
How will I receive my refund?
Approved refunds are issued to the original payment method used during checkout, where supported by the payment provider.
What if I haven't received my refund?
If your refund has been processed but has not appeared in your account, please check with your bank or payment provider. Processing times can vary.
If you still need assistance, contact contact@pawberry.shop with your order number.
Can my refund request be denied?
Ordinary change-of-mind returns must meet the conditions of our voluntary 90-day return policy. However, customers retain their applicable legal rights concerning damaged, defective, or incorrectly supplied products.
7. Damaged, Defective, or Incorrect Products
What should I do if my product arrives damaged?
If your product arrives damaged, contact us at contact@pawberry.shop. Include your order number and a description of the issue. Photographs may be helpful when reasonably available.
We will review your concern and determine an appropriate resolution.
What if I receive the wrong product?
If you receive an incorrect item, contact us with your order number and details of the product received. We will review the situation and provide instructions for correcting the issue.
What if my product is defective?
If you believe a product is defective, stop using it if continued use could present a safety concern. Contact us with your order details and a description of the problem. We will explain the available resolution options in accordance with applicable consumer rights.
8. Products and Pet Safety
What kind of products does Pawberry sell?
Pawberry offers handmade pet products designed for everyday use by pets and their owners.
Please review individual product pages for available information about features, materials, dimensions, and intended uses.
How are Pawberry products made?
All Pawberry products are handmade by me, the owner of Pawberry. Each item is made by hand, so small differences in color, texture, or size are normal and part of its handmade character.
Please refer to the product page for materials and details about each item.
Where are Pawberry products manufactured?
All Pawberry products are handmade in Nashville, Tennessee, United States.
How do I choose the right product for my pet?
Review the product description, available dimensions, materials, and intended use. Consider your pet's size, behavior, and individual needs before purchasing.
If you have a product-specific question, contact us for assistance.
What if a product is not suitable for my pet?
If a purchased product does not meet your needs, you may request a return under our 90-day return policy, provided the item satisfies the applicable eligibility requirements and subject to applicable law.
If the product is defective or materially different from its description, applicable consumer rights continue to apply.
9. Privacy and Security
Is my personal information protected?
Pawberry respects customer privacy and is committed to handling personal information responsibly.
Our online store uses Shopify to provide e-commerce infrastructure and related services. For details about how personal information is collected, used, and shared, please review our Privacy Policy.
Why do you need my email address?
Your email address may be used for purposes related to your purchase, including:
- Order confirmation.
- Shipping notifications.
- Tracking details when available.
- Customer-service communication.
- Returns and refund updates.
Marketing communications, if offered, are subject to applicable privacy and consent requirements.
Does Pawberry use cookies?
Our website uses cookies and similar technologies to support essential shopping functions. Additional cookies may be used depending on the services and website features enabled.
Please review our Cookie Policy for more information.
10. Customer Support
What are your business hours?
Our stated customer-support hours are Monday–Friday, 9:00 AM–5:00 PM Central Time. You may email us outside these hours, and we will respond as soon as reasonably possible.
How can I contact customer support?
Email: contact@pawberry.shop
Phone: +1 (901) 445-3933
Return Address:
Pawberry Returns
8075 Sawyer Brown Rd, APT 1620
Nashville, TN 37221
United States
What information should I include when contacting support?
For order-related inquiries, we recommend including:
- Your order number.
- The email address used during checkout.
- A brief description of your question or concern.
- Relevant product or shipping information.
Please do not send passwords or full payment-card information through email.
Can I visit Pawberry in person?
Pawberry does not have a retail storefront. Please email us before arranging any in-person visit or return drop-off.
11. Still Have Questions?
If you need additional information about our products, shipping, order tracking, returns, refunds, or store policies, please contact us.
Pawberry Customer Support
Email: contact@pawberry.shop
Phone: +1 (901) 445-3933
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time
Return Address: 8075 Sawyer Brown Rd, APT 1620, Nashville, TN 37221, United States
Thank you for choosing Pawberry. We aim to provide a clear and helpful shopping experience for you and your pet.