Orders & Payment
What payment methods do you accept? We accept a variety of payment methods to ensure a smooth checkout experience. You can complete your purchase using major credit and debit cards, including Visa, Mastercard, and American Express. We also support digital wallets and electronic payment options, including Apple Pay and Google Pay. All card details are processed via encrypted industry-standard protocols at checkout.
Can I modify or cancel my order after it has been placed? To maintain efficient handling, orders are processed swiftly after confirmation. If you wish to request a modification or cancellation, please contact our support team at pet@cushionpawpad.com immediately. While we will make every effort to accommodate your request, we cannot alter or cancel orders that have already entered the dispatch process.
Delivery & Shipping
Where do you ship to and who are your logistics partners? CUSHIONPAWPAD is operated by PETLY LIMITED, a registered company based in New Zealand (NZBN: 9429053356802). We dispatch our products directly to customers located across Europe and the United States. To provide reliable transport, we partner with reputable priority courier networks, including DHL Priority, FedEx Priority, and UPS Priority.
What are the order processing and transport timelines?
- Order Processing Time: All orders require 1 to 2 working days for validation, packaging, and dispatch from our facility.
- Transport Time: Once dispatched, delivery to your specified destination typically takes between 3 to 9 working days.
How can I track the progress of my delivery? We keep you informed at every critical stage of the logistics journey. Automated notification emails containing your tracking reference and direct links will be sent to the email address provided at checkout at the following key points:
- When your order has been officially dispatched from our facility.
- When the consignment arrives at the central logistics hub.
- When the package is out for local delivery with the courier.
What happens if my package is delayed beyond the standard timeframe? In the rare event that a shipment exceeds the standard transport window, our team will promptly initiate a formal investigation with the respective carrier (DHL, FedEx, or UPS) to locate the consignment. Depending on the verifiable findings of the investigation, we will arrange either a full monetary reversal or a replacement dispatch to ensure your order is fulfilled.
Returns, Cancellations & Refunds
What is your return policy for customers in Europe? In strict compliance with European consumer protection regulations, customers residing within Europe and the European Union are entitled to a statutory 14-day Right of Withdrawal. You have the right to cancel your purchase and request a return for any reason within 14 days from the date you, or a third party designated by you, receive physical possession of the items.
To exercise this right, you must notify us of your decision via an explicit email statement sent to pet@cushionpawpad.com within the 14-day window. Items must be dispatched back to our designated facility without undue delay and in their original, unused condition.
What should I do if my item arrives damaged or defective? We maintain strict quality control standards. If you receive an item that is defective or has sustained damage during transit, please contact our customer service team via email at pet@cushionpawpad.com within 14 days of receipt.
To expedite the resolution, please provide clear photographic evidence of the issue alongside your order number. Upon verification of the photograph, we will issue a full refund or arrange a replacement dispatch. You are not required to return the damaged item to us, saving you unnecessary handling.
How long do refunds take to process? Approved refunds are issued back to the original payment instrument used during the initial transaction (e.g., the specific Visa, Mastercard, American Express card, or Apple Pay/Google Pay account). Please allow up to 10 working days for the financial institutions to reflect the credit balance on your statement.
Corporate Contact Information
For any enquiries regarding orders, product specifications, or delivery statuses, please reach out to our team using the verified corporate details below:
- Brand Name: CUSHIONPAWPAD
- Legal Entity: PETLY LIMITED (NZBN: 9429053356802)
- Corporate & Warehouse Address: 94b Union Road, Howick, Auckland, 2014, New Zealand
- Customer Support Email: pet@cushionpawpad.com
- Telephone Support: +642102879094
- Operating Hours: Our support team responds to digital enquiries within 24 to 48 hours.
