FAQ's

Frequently Asked Questions

🐾 General

What is Ivory Paws Homes?
Ivory Paws Homes is a pet & home store focused on practical, thoughtfully selected products designed to make everyday life with your pets easier, cleaner and more comfortable.

Where do you ship?
We currently ship to customers in selected countries. Available shipping destinations will be shown at checkout.

How can I contact you?
If you have any questions, our team is happy to help. You can contact us through our Contact Us page and we'll get back to you as soon as possible.

📦 Shipping & Delivery

How long does shipping take?
Orders typically arrive within 7–14 working days after dispatch.

Please note that delivery times can vary depending on your location, courier delays and circumstances outside our control.

When will my order be dispatched?
Orders are generally processed and dispatched within 1–3 working days after your purchase.

Once your order has been dispatched, you'll receive a confirmation email with tracking information when available.

Will I receive tracking information?
Yes. Once your order has been dispatched, tracking information will be provided where available.

Please allow some time for tracking information to update after your order has been dispatched.

My tracking hasn't updated. What should I do?
Tracking updates can occasionally take a few days to appear or refresh while your parcel is moving between facilities.

If your tracking hasn't updated for an extended period, please contact us and we'll be happy to look into it.

🔄 Returns & Refunds

Can I return my order?
Yes. If you're not satisfied with your purchase, you may be eligible to return it in accordance with our Returns & Refunds Policy.

Please check our full policy for eligibility requirements and return instructions.

What if my item arrives damaged or incorrect?
We're sorry if something isn't right with your order. Please contact us as soon as possible with your order number and photographs of the issue, and we'll work with you to resolve it.

How long do refunds take?
Once an approved return has been processed, refunds are issued to the original payment method. The time it takes for the funds to appear can vary depending on your payment provider.

🐶 Our Products

Are your products suitable for all pets?
Every product is different. Please read the individual product description and instructions carefully to make sure the product is suitable for your pet.

How do I know how to use a product?
Product-specific instructions and information can be found on the relevant product page. If you're unsure about anything, please contact us before use.

💳 Orders & Payments

What payment methods do you accept?
Available payment methods are displayed securely at checkout and may vary depending on your location.

Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible. We cannot guarantee changes or cancellations once an order has been processed or dispatched.

I haven't received my order. What should I do?
First, check your tracking information and make sure the delivery address provided at checkout was correct.

If your order is significantly past the expected delivery timeframe, contact us with your order number and we'll investigate.