FAQs

Frequently Asked Questions

Everything you need to know about shopping at M&LPaws

📦 Shipping & Delivery

Where do you ship?

We ship to all EU member states, and select international countries worldwide. Unfortunately, we cannot ship to P.O. boxes or military addresses.

How much does shipping cost?

EU Shipping: €2.99 (5-7 business days)
International Shipping: €3.99 (7-10 business days)
FREE SHIPPING on orders over €50!

How long does processing take?

Orders are typically processed within 5-7 business days. During peak seasons (holidays, sales), processing may take up to 9 business days. You'll receive a tracking number once your order ships.

Do I have to pay customs duties for international orders?

For international orders outside the EU, customers are responsible for any customs duties and taxes that may apply in their country.

↩️ Returns & Refunds

What is your return policy?

We offer a 14-day withdrawal period in accordance with EU law. Products must be unopened, unused, and in their original packaging. You must request a return authorization before sending items back.

What items cannot be returned?

For hygiene and safety reasons, the following items cannot be returned:
• Food and treats
• Hygiene products (once opened)
• Personalized items
• Final sale items

Are there any fees for returns?

A 15% restocking fee may apply to returns. Original shipping costs and return shipping costs are non-refundable. The customer is responsible for return shipping expenses.

What if I receive a defective product?

If you receive a defective or damaged item, please contact us within 48 hours of delivery at mlpawsstore@gmail.com with photos of the defect. We'll arrange a replacement or refund.

🐱 Products

What types of products do you offer?

We specialize in premium cat products including:
• Cat Toys
• Cat Litter Boxes
• Cat Beds
• Cat Bowls & Water Fountains
• Cat Scratching Posts
• Cat Carriers

All products are carefully selected to ensure safety, quality, and fun for your feline friend.

Are your products safe for cats?

Absolutely! Safety is our top priority. Every product we offer is carefully selected and tested. We only stock items that meet high safety and quality standards – the same standards we use for our own cats, Mike and Linda.

Do you offer product recommendations?

Yes! If you need help choosing the right product for your cat, feel free to contact us at mlpawsstore@gmail.com or via Instagram @mlpaws_official. We're happy to help!

💳 Payment & Pricing

What payment methods do you accept?

We accept the following secure payment methods:
• PayPal
• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay

Are taxes included in the prices?

Yes! For EU customers, all taxes (VAT) are already included in the displayed prices. What you see is what you pay (plus shipping if applicable).

What currency do you use?

All prices are displayed in EUR (€).

👤 Account & Orders

Do I need to create an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track your orders, save your shipping information, and access your order history more easily.

Can I cancel or modify my order?

If you need to cancel or modify your order, please contact us immediately at mlpawsstore@gmail.com. Once an order has been processed and shipped, we cannot make changes, but you can return it following our return policy.

How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can use this number to track your package's journey to your door.

📧 Contact & Support

How can I contact you?

We'd love to hear from you!

Email: mlpawsstore@gmail.com
Instagram: @mlpaws_official
Website: mlpaws.com

What are your customer service hours?

We typically respond to all inquiries within 24-48 hours during business days. For urgent matters regarding defective products, please email us with photos within 48 hours of delivery.

Still Have Questions?

We're here to help! Don't hesitate to reach out to us.

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