Frequently Asked Questions
Order Information & Tracking
When you buy from us you support cat owners just like you that actually care. We're not a big soulless corporation but a small family owned business passionate about providing the best for furry friends and their owners.
On the Leo's Paw website, click on SHOP and select the product that you like.
Select the COLOR and the SIZE.
Select the QUANTITY. You can add or subtract quantity by clicking on the (-) and (+) buttons.
Once done, click the ADD TO CART button and the cart page will show up, after which you will click the CHECK OUT button.
On the CHECK OUT page, fill out your Contact Information, Shipping Address, and Discount Code.
Click the CONTINUE TO SHIPPING button, choose one of the available shipping methods, and click CONTINUE TO PAYMENT.
Enter your Payment Information, then click PAY NOW and your payment will be processed securely.
Wait for confirmation that the payment is successful. You will also receive an order confirmation to your email address and/or mobile number.
For Desktop Users:
After clicking the CHECK OUT button, it goes to the next page and the text box to enter the discount code is on the right-hand portion of the page.
For Mobile Phone Users:
After clicking the CHECK OUT button, click the "Show order summary" link. The link will expand, and it will show a text box where you can enter the discount code.
Discount Codes are not case sensitive, however, please make sure to type in the exact code without spaces.
We accept all cancellation requests sent within 12 hours after the purchase.
All other cancellation requests sent after 12 hours may be accepted at our discretion. This is because your order is already being processed and/or fulfilled.
All orders already picked up by our courier partners and already shipped cannot be cancelled under any circumstances.
If you wish to cancel your order, kindly reach out to our Customer Support Team at email@example.com and we will assist you accordingly.
If you have not completed your order yet, you can edit the order by going to your cart at the top right-hand portion of the page.
If you already placed an order and you wish to change it for some reason, please refer to the FAQ on HOW TO CANCEL MY ORDER?
If you wish to change your order and need further assistance, kindly reach out to our Customer Support Team at firstname.lastname@example.org and we will assist you accordingly.
Once your order is sent, you will receive a confirmation message via email (please check spam folder) or SMS.
When your order has been shipped, you will also receive a shipping confirmation via email or SMS. This includes your order's tracking number/information.
When you click on the link on the confirmation message that you receive, it will direct you to the tracking website and you will be able to track your order all the way to your doorstep!
In the event that you have not received any order or shipping confirmation, kindly contact us at email@example.com so we can check and provide the tracking information of your order.
If you ordered 2 or more items, the items may be shipped separately depending on the availability in our warehouse(s).
If your tracking says ''delivered" but you have not received all the items in your orders, don't worry, the rest of your item(s) are still on their way.
If you have not received your entire order within 4 weeks from the order date, please contact us and we will help you track down the remaining items.
Payments & Guarantee
We accept the following payments:
✓ American Express (Amex)
✓ Apple Pay
✓ Google Pay
✓ Shop Pay
Please note that we do not accept Discover Cards at the moment.
All our transactions are charged in US Dollars. If you are using a credit card and you are based in another country, your total order will be calculated with the latest US Dollar exchange rate of your card issuer.
*You may be charged a small Foreign Transaction Fee for your order due to the policy of our payment processors.
If, in the event, that your card gets declined and you have sufficient funds in your bank account, you can try paying through PayPal or contact your bank as they may be the one declining the payment.
Please also make sure that you are using any one of the payment options that we accept.
Your Credit Card details are protected with the highest level of commercially available 256-bit SSL Encryption Technology.
Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved.
Your credit card information are not stored on our servers.
At Leo's Paw, our #1 priority is your satisfaction and happiness.
We understand that buying things online can sometimes be frustrating, and scary too. Don't worry, we got your back!
If you have any concerns and/or are unhappy with your purchase, just send us a message and we will assist you immediately.
Just reach out to our customer support team at firstname.lastname@example.org and we will make it happen!
Shipping & Delivery
*Shipping / Delivery Days:
US Expedited: 3-7 days
US Standard : 6-14 days
UK Standard: 6-13 days
CAN Standard: 6-15 days
AU Standard: 6-15 days
EU Standard: 7-15 days
REST OF THE WORLD:
*Please allow 1-3 days for your order to be processed from our warehouse.
Since we have customers from around the world, our orders are being handled from various fulfillment centers around the world.
We primarily ship out packages from our fulfillment centers in the United States, Northern Europe and Asia.
If you are ordering with US Expedited Shipping, your order will be shipped from our warehouse based in Chicago, Illinois with address:
4101 W 42nd Pl
Chicago, IL 60632, USA
We try to pack and ship your orders as soon as possible.
If you gave the wrong shipping address upon ordering, please contact us ASAP. If you inform us before the order is dispatched (within 12 hours), we can still change the shipping address.
If you gave the wrong shipping address upon ordering and your order has already dispatched, we can no longer change your order's shipping address.
In the event that the shipping address is incorrect and you wish to cancel the order, we will refund the order but will reserve 50% of the order value to cover lost goods & shipping costs.
If delivery is late:
If you have not received your order 45 days after your order was placed, we will be happy to process either a replacement order or refund.
If tracking shows "delivered" but you have not received your order:
Occasionally, the carrier will update the package as "delivered" once it is loaded in the truck and out for delivery.
We ask that you wait at least 24 hours after the package is marked as delivered to see if it arrives. Also, please make sure to check within the vicinity, to your neighbors, housemates and family members to see if they happened to receive the package by mistake or on your behalf.
If you still have not received your package after doing all the checks, please ensure the following steps are taken before reaching out to customer service:
Please check your common areas; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package.
Please also track your package online to see if there are any special instructions or updates listed for your delivery address.
For FedEx customers:
FedEx SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages will indicate that it has been delivered but still takes up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for your item to be delivered.
If you are still unable to locate your package, please contact us at email@example.com and we will assist you further.
Please note that all Lost Packages - showing delivered but not received - must be reported within 90 days from your order date. If you notified us that you package is lost after this timeframe, we will be unable to process your request.
Refunds & Warranties
Please note that the following will void the Leo's Paw warranty, but not limited to:
- Damages or faults caused by accidents, abuse, and misuse.
- Damages caused by wear and tear, theft or loss.
- Damages or faults caused by product tampering or use of third-party accessories.
- Use that is not in accordance with the listed instructions on the product packaging.
If you have other concerns not listed above, feel free to reach us at firstname.lastname@example.org and we will assist you accordingly.
If you are not 100% satisfied with your purchase, you're eligible for a *refund/replacement within 30 days from the time the order was received/delivered. It should be in line with our Standard Product Warranty Policy.
*Refund excludes shipping & handling fees.
To make a return, please head to our Returns and Replacements Portal.
Please contact our support team if you have more questions.
If you received a faulty or broken item, please inform us within 30 days from the time the order was received/delivered and we will either send a replacement or refund you the full amount as long as it is in line with our Standard Product Warranty Policy.
To make a replacement request, please head to our Returns and Replacements Portal.
If it's been over 12 months from the time your order was received/delivered, and you have LeoCare+ Product Lifetime Warranty, we will replace your item(s) at no cost.
If it's been over 12 months from the time your order was received/delivered, and you do not have LeoCare+ Product Lifetime Warranty, we will no longer replace your item, and you will be responsible for the cost of replacement + potential shipping costs.
Cat Fountain Water Pump warranty/replacement policy:
1. If, in the event, that the Water Pump stops working in less than 6 months from the time the order was received/delivered, and the customer has sent a short video or evidence that it is no longer working even after following the cleaning and maintenance as instructed, we will replace the water pump, free of charge.
2. If, in the event, that the Water Pump stops working in less than 6 months from the time the order was received/delivered, and the customer did not follow the cleaning and maintenance as instructed, the customer will be responsible for cost of replacement.
3. If, in the event, that the Water Pump stops working after 6 months or more from the time the order was received/delivered, the customer will be responsible for the cost of replacement.
After processing your refund, a confirmation email will be sent after which we will issue a refund to your original form of payment within two business days.
If you paid using your card, please note that it usually takes 5-10 business days for the refund to be processed and credited in your account, depending on your bank's process and guidelines on refund.
If your refund amount is not yet reflected on your account, we recommend contacting your issuing bank first and inform them of the refund transaction ID that you received in your email.
If you paid using PayPal, your refund will show up on your PayPal balance after the refund has been issued.
Leo's Paw is composed of cat lovers just like you!
Created out of love for furry friends, our mission at Leo's Paw is to offer products that improve the life of you and your cat's everyday life.
Being cat owners ourselves, we only choose the best for our cats. We do not overload with products, because we’re picky, just like our pets!
Leo's Paw is incorporated in Finland, Europe. Our main market is the US. Since we have customers from around the world, our orders are handled from various fulfillment centers around the world.
We primarily ship out packages from our fulfillment centers in the United States, Northern Europe, and Asia. If you're ordering with US Expedited shipping, your order will be shipped from our warehouse based in Chicago, Illinois.
4101 W 42nd Pl
Chicago, IL 60632, USA
Currently, we do not have any open positions.
If you are interested to be part of an awesome team and community, you can send your resume/CV to email@example.com
Feel free to reach out, we are available 24/7. We typically reply within few hours.