Customer Service

Order StatusHas my order shipped?

To check the status of your order, please click the My Account link at the top of our web site and choose View Orders.  If the order status says "Closed", then the order has shipped and you can click on the order number to view the tracking number.  If the order status says "Waiting Allocation", it has either not shipped or has shipped partially.  Click on the order number to see if there has been a shipment on the order (at the bottom of the screen that opens up).  Please also feel free to email us at support@pawnaturals.com
or call us at 312-243-4080
.

How do I change quantities or cancel an item in my order?

Once an order is placed it enters the shipping queue immediately and so it is not editable.  If it is within 24 hours of placing your order, you may call us at 312-243-4080 to find out if there is still time to modify it.

How do I track my order?

To track your order, please click the My Account link at the top of our web site and choose View Orders.  Click on the order number, and a tracking number will be listed if it shipped via FedEx or via Post Office Priority Mail.  Please also feel free to email us at support@pawnaturals.com or call us at 312-243-4080.

My order never arrived

Click the My Account link at the top of our web site and choose View Orders to track your order status.  If the order status says "Closed", then the order has shipped and you can click on the order number to view the tracking number.  If the order status says "Waiting Allocation", it has either not shipped or has shipped partially.  Click on the order number to see if there has been a shipment on the order (at the bottom of the screen that opens up).   If the order displays a  tracking number, check with the shipper to confirm the transit status of the shipment.  If the shipper indicates that the order has been delivered, please contact customer service for assistance via email at support@pawnaturals.com or via phone at 312-243-4080
.

An item is missing from my shipment.

Click the My Account link at the top of our web site to track your order status.  If the order status says "Waiting Allocation", then the item was backordered because it was out of stock and will be delivered separately (at no additional cost to you - see the following paragraph).  If the order status says "Closed", then please contact customer service at support@pawnaturals.com or 312-243-4080
to let us know about the missing item and we will send it out immediately or issue you a credit, whichever you prefer.Backordered items will ship to you as soon as they are back in stock.  You should receive an email notifying you of the backordered items.  You will not be charged for the backordered items until they are shipped.  The shipping charges on your original and subsequent back order shipments will be prorated based on weight.  There will be no extra shipping charges added to the original order amount as a result of the backorder.

When will my backorder arrive?

Most backordered items are shipped within a few days, although occasionally if the manufacturer is out of stock it will take longer.  You can click the My Account link at the top of our web site to check your order status and see if the backordered item has already shipped - if the order status is "Closed", then the item is on it's way to you.  The backordered item will be shipped via FedEx Ground or Post Office Priority Mail. (If the shipment is 1 pound or less your ship method will be Post Office Priority Mail, if it is more than 1 pound it will ship via FedEx Ground).Please note you will not be charged for backordered items until they are shipped.  The shipping charges on your original and subsequent back order shipments will be prorated based on weight.  There will be no extra shipping charges added to the original order amount as a result of the backorder.