FAQs

What products does HiloPaw offer?

HiloPaw designs and curates functional essentials for dogs and cats:

  • Orthopedic & Memory Foam Pet Beds & Cushions
  • Pet Apparel & Comfort Wear
  • Everyday Pet Accessories (collars, leashes, harnesses, travel covers)
  • Interactive & Durable Pet Toys
What size pet bed should I choose?

The right size depends on your pet’s natural sleeping posture:

  • How to measure: Measure your pet from the tip of the nose to the base of the tail while resting to establish the minimum interior base dimension needed.
  • Pro Tip: If your pet falls between sizes or loves sprawling out, we recommend sizing up. Detailed dimension charts are available on every product page.
Products only for senior pets?

No. While they relieve arthritis, joint stiffness, and hip dysplasia in older dogs and cats, they provide crucial musculoskeletal support for growing puppies, kittens, and active, large-breed dogs.
Are HiloPaw pet toys indestructible?


No pet toy is entirely indestructible. Our toys use reinforced stitching and durable non-toxic materials, but durability varies with individual bite habits. Always supervise initial playtime and discard damaged items immediately.
What currency are your prices listed in?


All transactions, product prices, and shipping fees are calculated and charged in United States Dollars (USD).
What payment methods do you accept?


We accept major credit and debit cards (Visa, MasterCard, American Express, Discover) via PayPal, and encrypted express checkout services available at checkout.
Can I modify or cancel an order?


Because orders enter fulfillment within 1 to 2 business days, changes or cancellations must be requested immediately by emailing support@hilopaw.com or contacting Whatsapp +84 898 895 533 with your Order ID. Once an order is processed or handed to the carrier, it cannot be modified.
Where do you ship?


We ship to the contiguous United States, non-contiguous US regions (Alaska, Hawaii, Puerto Rico, US Virgin Islands, APO/FPO), and worldwide (UK, EU, Australia, Canada, Asia, and more).
Which carriers do you use?

US & North America: USPS, UPS, FedEx, DHL Express, and Amazon Multi-Channel Fulfillment (MCF).

International & Global Cross-Border: DHL Express, FedEx International, YunExpress, 4PX, and local postal systems upon destination arrival.
How do I qualify for Free Shipping?

Contiguous United States (Lower 48): FREE standard shipping on all orders $50.00 USD and above (after discounts, pre-tax). Orders below $50.00 USD ship for a flat rate of $9.95 USD.

International / Rest of World: Free on orders over $80.00 USD (or designated regional promotions). Otherwise, real-time carrier rates are calculated at checkout.

Non-Contiguous US: Live rates calculated at checkout based on package weight and dimensions.
How long will my order take to arrive?

Processing Time: In-stock orders process within 1 to 2 business days (Monday – Friday). Weekend orders begin processing on Monday.

Transit Times:

Contiguous US: 7 – 18 business days

Non-Contiguous US: 10 – 21 business days

International / Rest of World: 7 – 18 business days
Who pays for customs duties, taxes, or VAT?


For international orders outside the domestic fulfillment zone, import duties, tariffs, and VAT/GST are set by your local customs authority. Unless collected at checkout under a DDP (Delivered Duties Paid) option, the recipient acts as the importer of record and is responsible for clearing local customs fees.
What happens if my parcel is lost or damaged in transit?

Unlike standard shipping contracts, HiloPaw provides a direct brand-new replacement guarantee:

  • Lost Parcels: If courier tracking does not update for 15 consecutive business days or is officially declared lost, we dispatch a brand-new replacement at zero cost.
  • Transit Damage: If your item arrives crushed, punctured, or wet, report it within 7 calendar days of delivery with photos of the package, shipping label, and damage to receive a complimentary replacement.
What is your return window?


We offer a 30-Day Return Window starting from the date the carrier marks your parcel as delivered.
What are the mandatory return requirements?

To maintain pet hygiene and safety standards:

  1. Unused & Clean: Must be odorless, unwashed, and 100% free from pet hair, dander, dirt, chew marks, scratches, or stains.
  2. Original Packaging: Must include all original vacuum bags, plastic sleeves, tags, inserts, and accessories.
  3. Mandatory Unboxing & Inspection Video: You must provide an unedited, clear video showing the package prior to opening, the initial unboxing, and close-up footage of the product condition or defect. Requests lacking video verification cannot be accepted.
Which items are non-returnable?

Custom-engraved or personalized items (such as custom ID tags or embroidered gear).

Items with pet hair, signs of wear, chewing, or washing.

Clearance, final sale, and promotional gift items.
What fees apply to returns?

US Customers:

  • Unopened & Sealed Items: A $10.00 USD return processing fee applies. The customer covers return shipping (or requests a deducted pre-paid label).
  • Opened, Undamaged/Unused Items: A 20% restocking fee applies to cover inspection, plus a $10.00 USD handling/shipping fee.
  • Defective/Fulfillment Errors: 100% Full Refund or Free Exchange with zero fees.

International Customers:

  • Unopened & Sealed Items: A $15.00 USD processing fee applies; return shipping is customer-paid.
  • Opened, Undamaged/Unused Items: A 25% restocking fee applies; return shipping and re-import fees are customer-paid.
  • Defective/Transit Damaged: Free replacement or full refund upon verification.
How do I initiate a return?

Do not ship items back without written approval. Follow these steps:

  1. Email support@hilopaw.com with the subject line: Return Request - Order #[Your Order Number].
  2. Include your full name, order number, unedited unboxing video, photos of the item/packaging, and reason for return.
  3. Once reviewed, you will receive a Return Merchandise Authorization (RMA) number and designated facility return address.
  4. Refunds are processed within 3–5 business days following facility inspection, returning funds to your original payment method in 5 to 10 business days.
CUSTOMER CARE & STORE CONTACT

Need additional guidance or order support? Contact us directly:

  • Brand: HiloPaw
  • Operating Entity / Sole Proprietor: Pham Long Thanh
  • Operational Address: Thon Hoi Song Lang, Vu Thu, Thai Binh, Vietnam
  • Email: support@hilopaw.com
  • Hotline / WhatsApp: +84 898 895 533
  • Official Website: www.hilopaw.com

Welcome to the HiloPaw Help Center. Below you will find answers to common questions regarding our pet beds, apparel, accessories, toys, orders, shipping rates, and return procedures. If you need any further help, reach out to us anytime at support@hilopaw.com.