FAQs

Shipping and Orders

As soon as your payment is confirmed, we’ll ship your order within two business days. Thank you for your support! We’re excited for your pet to enjoy our products!

We’re proud to ship our products worldwide! While most orders are shipped from our main facility in China, we also ship from the US, CA or EU when stock is available. Our goal is to get your matching outfits to you as quickly as possible, no matter where you are. We're committed to ensuring a seamless delivery experience!

We strive to process your order within 1-2 business days! Once shipped, delivery times depend on your location. Here’s what you can expect:

- United States: 6-12 business days

- Canada: 6-12 business days

- Europe: 6-10 business days

- Australia: 5-12 business days

- New Zealand: 6-10 business days

- Japan: 4-6 business days

While we do everything possible to get your package to you on time, occasional delays can happen due to factors like invalid addresses, public holidays, customs clearance, peak seasons, or local carrier issues etc. We truly appreciate your understanding and patience during these times!

For real-time updates on your package’s location, be sure to check the tracking link we send once your order has shipped.

Once your order ships, we’ll send you an email with a tracking link so you can follow your package’s journey. You can also log in to your Flow Paws account to view your order details and track your shipment directly.
If you can’t find your tracking information or need further assistance, feel free to email us at service@flowpaws.com. We’re always here to help and ensure your order gets to you smoothly!

Since some packages are shipped internationally, tracking updates may not appear right away. You might not see any movement until the package clears customs and enters your country, which can take 3 to 5 business days. If your order is still within the estimated delivery time, please rest assured that it's on its way!

Once your parcel is scanned by your local courier, you’ll start seeing tracking updates. If your order hasn't been updated for an extended period or is past the expected delivery time, feel free to reach out to us or the shipping courier. We’re here to help and ensure your parcel arrives safely!

We work hard to process and ship orders quickly, so if you need to make a change, please email us right away at service@flowpaws.com. If we catch it before shipping, we’ll be happy to update your order! If the order has already shipped, don’t worry - we offer easy exchanges and returns to make things right.

If your order is marked as delivered but you haven’t received the package, here are a few possibilities:

1. The delivery person may have placed it in a hidden spot to prevent theft—like behind a plant or under a bush.

2. The delivery could have been marked as delivered prematurely, and your package may still be on its way.

3. A neighbor or someone in your household might have accepted the package on your behalf.

If none of these apply, double-check the shipping address on your order confirmation to ensure it was sent to the right place.

If your package remains undelivered after ten days, please file a claim with the carrier and inform us by emailing service@flowpaws.com.

Note: We are not responsible for orders shipped to third-party forwarding services. If you encounter issues, including lost shipments or tracking concerns, please reach out to the third-party shipper for assistance.

If you receive an item that is damaged, defective, or incorrect, we will cover the cost of return shipping. However, if you need to return or exchange an item due to reasons such as selecting the wrong size, the return shipping fee will be the customer's responsibility. We appreciate your understanding and are here to assist you - please reach out to us with any concerns about your order.

We provide free standard shipping for orders with a subtotal over $100. For orders under $100, shipping costs are calculated based on the destination and will be displayed at checkout.

Shipments dispatched to the following countries are generally not subject to customs duties or import taxes:

Canada, United Kingdom, Germany, France, Italy, Japan, Australia, and New Zealand.

For all other destinations, orders may incur customs duties and taxes upon arrival in the destination country.

Any such charges are the responsibility of the customer and must be settled before the parcel can be released for delivery.

Kindly note that if a customer declines to accept a parcel due to unpaid duties or taxes, no refund shall be issued.

Account

You can shop without an account, but creating one streamlines future checkouts. With an account, your address and payment details are securely saved, making your next purchase faster and more convenient. While not required, we recommend signing up for a smoother shopping experience.

You can press the “Forgot Password” button to reset your password using email.

1. Click ‘Login/signin’ on the top right corner of the site, and then choose 'Create Account'.

2. Enter your personal information as requested.

3. Enter your "login information"

4. Enter your email address and set a password.

5. Click "create an account". Then you will receive a "Customer account activation" email. Congratulations, your FLOW PAWS account is created.

Finding products on our website is simple! Just enter the product name in the magnifying glass icon at the top right corner, or explore by category through the navigation menu.

Shopping Tips

Most items are in stock. If any item in your order is unavailable, we will notify you via email. If we don’t receive a response within 7 business days, a refund will be issued automatically.

If your pet is between sizes, we recommend sizing up.

Always select a size based on your pet's most recent measurements.
Different brands have different size charts - your pet's usual size may not always fit.
If your pet is under a year old and still growing, consider sizing accordingly.

For the best fit, choose the size based on chest girth and back length, rather than weight or breed alone. This helps prevent unnecessary returns.

Need help? Contact us at service@flowpaws.com - we're happy to assist!

Your satisfaction is our priority! We strive to provide the best shopping experience with high-quality products and excellent service. If you're not completely happy with your purchase, check out our Return Policy to explore your options.

Returns & Exchanges

We gladly accept returns and exchanges on full-priced, unworn items in their original condition (unwashed, unworn, hair-free and odor-free) within 30 days of delivery. A $7 return shipping fee applies, which is waived if you choose an exchange or store credit.

Final Sale items cannot be returned or exchanged.

We hope you and your pup are thrilled with your new purchase. If the fit isn't quite right, don’t worry - we’ve made the return process super simple for you!

To be eligible for a refund or exchange, please make sure:

Apparel is in brand-new condition with tags still attached.
Items must be returned in original packaging, free of any odors and pet hair.

Follow the steps below to initiate your exchange or return:

Enter your order number and postal/zip code into the portal.
Answer a few questions and upload photos of the product to be returned.
Our customer experience team will review and email you back within 1-2 days.
Print out the prepaid shipping label.
Attach the shipping label to the outside of the box.
Drop off the package at the nearest specified carrier location.
Once we receive your item(s), you will receive a refund or store credit.

If you need help, please reach out to us via phone, email, or live chat with your order number and the item(s) you wish to return, and we will take it from there!

Exchanges

Your 1st exchange is on us! We want to ensure the perfect fit from the start, so sizing issues won't be a problem in the future.

Email us at service@flowpaws.com within 30 days of receiving your order.
Items must be in new, unused condition and will be inspected upon return.
For additional exchanges, you’ll need to cover the return shipping cost.
Once we receive your items, we’ll send out your replacement right away!

(Free exchanges apply to apparel items for size changes only.)

Returns

Email service@flowpaws.com within 30 days of delivery to start your return.
You’ll need to return your items at your own cost.
All returned items must be in their original condition and will be inspected.
Once your return is received, we’ll issue a refund or store credit, minus the original shipping cost.

We’re here to ensure your shopping experience is as smooth as possible!

You have 30 days from date of delivery to return an item for an exchange or refund.

Exchanges and returns are processed within 2-5 business days after we receive your returned item.

For exchanges:

Once your item is returned to our facility, we’ll quickly process your exchange. You’ll receive email updates throughout the process to keep you informed.

For refunds:

Refunds are processed within 2-3 business days after your return is delivered to our warehouse. The refund will be issued back to your original payment method.

Your first exchange is free! We’ll provide a shipping label for you to return the items.

However, if you’re returning items for a refund due to non-quality issues, the return shipping fees must be covered by the customer:

- For US customers, you can either arrange your own return shipping, or we can provide a shipping label. In this case, a flat fee of $7 will be deducted from your refund to cover shipping and handling.

- For customers outside the US, you will need to arrange your own shipping to our US return warehouse, and unfortunately, these shipping costs are non-refundable.

"Final Sale" items are available at significantly discounted prices, allowing you to take advantage of great savings. As a result, these items cannot be returned, exchanged, or refunded. Please be sure to carefully check the sizing before purchasing any "Final Sale" products.

Size Help

Weight ranges provide a general idea of your dog’s size, but individual breeds can differ. For instance, bully breeds tend to have broader chests, which should be factored in when selecting the right size. This is why we suggest measuring your dog's chest for the best fit.

For breed-specific sizing tips, explore our Shop by Breed guide, or feel free to email us at service@flowpaws.com with any additional questions.

To measure your dog's chest, wrap the tape around the widest part of their chest and shoulders. Refer to the size chart on each product page to find the chest circumference, and choose the size based on that measurement. While we also provide the back length of our dog shirts, we recommend not selecting the size based solely on this.

If your dog falls between sizes, we suggest sizing up for extra comfort. Always supervise your pup while they're wearing their new threads :)

For additional sizing assistance, feel free to message us or email service@flowpaws.com.

If you're between sizes, we suggest choosing the larger size. We also recommend focusing on the chest measurement rather than the neck or back measurements for the best fit.

Our human style size guide offers standard measurements for chest, waist, length and hip circumference, based on the actual garment. Simply take your own measurements and compare them to the size chart to find your perfect fit.

If you need additional help with sizing, don’t hesitate to message us or email service@flowpaws.com.