Frequently asked questions
What exactly is this automatic paw cleaner?
This is a simple way to clean muddy paws without any fuss. Thanks to the soft silicone brushes, sensitive paws are cleaned very gently. It's perfect for dogs and cats who love their daily walks outdoors and ensures a wonderfully fresh home.
How do I use the paw cleaner?
Fill the container with a little water, insert your dog's or cat's paw, and gently twist back and forth. The soft brushes do the hard work and clean the paws instantly. You can add some soap via the soap dispenser. You'll notice immediately after the first walk that your home stays much cleaner without mud tracks on the floor.
When will I receive my package?
As soon as you order, we immediately start preparing your package for shipment. You will receive your order quickly at your home. Should something unexpectedly not be to your liking, we will always resolve it smoothly and personally for you.
Is this material safe for my dog or cat?
Absolutely. We deliberately choose soft materials that are kind to your dog's or cat's sensitive skin. Everything is designed with great care so you can confidently clean your loyal companion's muddy paws after every adventure in nature.
What if I need help?
We are always here for you. If you are not satisfied or have a question, we will work together to find a suitable solution. We want you and your dog or cat to be completely happy with your purchase, which is why we are always personally available for you at every point of contact.
Pawlio Help Center
We're happy to help you. Here you'll quickly find answers to the most frequently asked questions about orders, delivery, products and our service.
Everything you want to know in one place
Do you have a question about your order, delivery, return, our products or our service?
No worries. Below you'll find the answers to our most frequently asked questions.
If your question isn't listed, our team will be happy to help you personally.
💚 Made for Happy Tails.
Everything you need to know about placing an order and paying securely with Pawlio.
Order & pay
How do I place an order?
Ordering from Pawlio is simple and secure.
- Choose your favorite products.
- Add them to your shopping cart.
- Go to the secure checkout.
- Fill in your details.
- Safely complete your order with the payment method of your choice.
After placing your order, you will immediately receive a confirmation email. As soon as your package has been shipped, we will automatically send you a Track & Trace code so you can easily follow your order.
Which payment methods do you accept?
At Pawlio, you always pay through a secure payment environment.
You can pay with, among others:
- Bancontact
- iDEAL
- Visa
- Mastercard
- Maestro
- Apple Pay
- Google Pay
- Shop Pay
This way, you can always choose the payment method that is most convenient for you.
Is online payment safe?
Yes.
The security of your data is paramount. Therefore, all payments are processed via a secure SSL connection and trusted payment partners. Your payment details are processed securely and never stored by Pawlio.
This way, you can order with peace of mind.
Can I still change or cancel my order?
We process orders as quickly as possible so your pet doesn't have to wait long. Please contact us as soon as possible via info@pawlio.be. If your order has not yet been processed, we will gladly see what is still possible.
Will I receive an order confirmation?
Yes.
After completing your order, you will automatically receive a confirmation email with an overview of your order.
Did you not receive a confirmation? Please check your junk mail folder (spam) first. If you still can't find anything there, please feel free to contact us, and we will be happy to assist you further.
Can I receive an invoice?
Yes.
After placing your order, you will automatically receive a confirmation by email. Do you need an invoice? Please feel free to contact us at info@pawlio.be. We will be happy to provide it to you.
Everything you need to know about shipping, delivery, and tracking your order.
Shipping & delivery
What is the delivery time?
The average delivery time is 7 to 15 business days.
To offer you quality products at a fair price, we work with carefully selected partners. As a result, the average delivery time is 7 to 15 business days.
Once your order has been dispatched, you will automatically receive a Track & Trace code, so you can easily track your package.
Thank you for your patience and trust. We do everything we can to deliver your order to your home as quickly as possible.
Is shipping free?
Yes.
At Pawlio, you benefit from free shipping within Belgium and the Netherlands. You don't have to pay any extra shipping costs.
This makes it even more enjoyable to pamper your dog or cat.
Can I track my order?
Absolutely.
As soon as your order has been shipped, you will automatically receive an email with a Track & Trace code. This allows you to easily track your package until delivery.
Haven't received a Track & Trace code after 7 business days? Please check your Spam, Junk mail, or Promotions folder first, as our emails sometimes end up there.
Still can't find the email? Feel free to contact us at info@pawlio.be. We are happy to help you further.
Which countries do you ship to?
Pawlio ships to multiple countries worldwide.
Our webshop currently focuses primarily on customers in Belgium and the Netherlands, but international orders are also possible in many cases.
Are you unsure if we deliver to your country? Please feel free to contact us via info@pawlio.be. We will be happy to check for you.
My order is delayed. What now?
Sometimes a delivery may take a little longer due to busy periods at the carrier, public holidays or unexpected logistical circumstances.
Has the estimated delivery time passed? Feel free to contact us at info@pawlio.be. We'll be happy to look into it for you and keep you updated.
My package arrived damaged. What now?
That is, of course, not what we intended.
Please send us an email within 48 hours of receipt with some clear photos of the damaged product and the packaging. This way, we can quickly assess the situation and provide a suitable solution.
Your satisfaction is always our top priority.
My package has not arrived. What should I do?
First, check the Track & Trace information to see if your parcel has been delivered to a neighbour or is still on its way.
Can't find your order?
Please feel free to contact us at info@pawlio.be.
We will work together to find a solution so that you receive your order as soon as possible.
Everything you need to know about returns and exchanges
Returns & warranty
Can I return my order?
Yes.
Not completely satisfied with your purchase? You can return your order within 30 days of receipt.
Before returning, please contact us at info@pawlio.be. We will be happy to provide you with the correct return instructions.
The product must be returned unused, undamaged and, if reasonably possible, in its original packaging.
How do I request a return?
Requesting a return is easy.
Send an email to info@pawlio.be with:
- your name;
- your order number;
- the reason for return (optional).
Our team will contact you as soon as possible and guide you through the return process step by step.
Are there any return fees?
The costs for returns are generally borne by the customer, unless the product delivered was incorrect or damaged.
In such a case, we will, of course, provide a suitable solution.
My product arrived damaged or defective. What should I do?
This is, of course, not what we want.
Please contact us within 48 hours of receipt at info@pawlio.be and attach some clear photos of:
- the damaged product
- the packaging
- the shipping label (if visible)
This will allow us to quickly assess your report and provide a suitable solution.
What if I received the wrong product?
We apologize if anything went wrong.
Please contact us as soon as possible at info@pawlio.be and state your order number. We would also appreciate a photo of the product you received.
We will resolve this for you as quickly as possible.
When will I receive my refund?
As soon as we have received and checked your return, we will process the refund as quickly as possible.
Depending on your payment method, the amount will usually be back in your account within 5 to 10 working days.
You will automatically receive a confirmation of this by email.
Everything you want to know about our products, their use and maintenance.
Product Advice & Usage
How do I choose the right size?
For many of our products, you'll find a clear size chart on the product page.
If you're in doubt between two sizes? We usually recommend choosing the larger size for extra comfort.
Still can't figure it out? Feel free to contact us via info@pawlio.be. We are happy to help you make the right choice.
Are the products safe for my pet?
Yes.
The safety and comfort of your dog or cat are always Pawlio's top priority. That's why we carefully select our products and strive to offer only products that are suitable for daily use.
We do recommend supervising your pet when they use new products for the first few times, especially if they are enthusiastic chewers or curious.
How do I maintain my product?
Maintenance instructions may vary per product.
On the product page, you will always find the most important information about use and maintenance, ensuring your Pawlio product remains beautiful and comfortable for longer.
Do you have any further questions? Please feel free to contact us. We are happy to help you.
Are your products suitable for all dog and cat breeds?
Most Pawlio products are suitable for dogs and cats of various ages, sizes, and breeds.
Always check the product description and size chart to ensure the product is suitable for your pet.
If you're unsure, we'd be happy to advise you personally.
How do I know if a product is suitable for my pet?
On every product page, you will find detailed information about dimensions, materials, features, and recommended applications.
This allows you to easily assess whether the product is suitable for your dog or cat.
Do you still have questions? Feel free to contact us. We are happy to help.
Are the colours of the products the same as in the photos?
We do our utmost to display our products as true to life as possible.
Please note that colours may vary slightly due to your screen settings or the lighting conditions during photography.
Can I get advice on choosing a product?
Certainly!
We would be happy to help you choose the right product for your dog or cat. Feel free to send us a message via info@pawlio.be with information about your pet, such as breed, age, weight, or your specific wishes.
Together, we will find the product that best suits you and your pet.
Do you have any more questions? Our team is ready to help you further.
Customer service
How can I contact Pawlio?
You can easily reach us at info@pawlio.be.
We will answer your question as soon as possible and are happy to help you with advice, orders or questions about our products.
When can I expect a reply?
We aim to answer all emails as quickly as possible.
In most cases, you will receive a response within 24 to 48 hours on working days.
During busy periods, it may take a little longer, but we always do our best to help you as quickly as possible.
I haven't received a reply to my email. What now?
If you haven't received a response after a few days, please check your Spam, Junk E-mail, or Promotions folder first, as our emails sometimes end up there.
If you can't find our response there either, please feel free to contact us again. We'll be happy to assist you further.
I have a question about my order. What information should I include?
To help you as quickly as possible, we ask you to include the following information if possible:
- your name
- your order number
- a clear description of your question
- any photos (if applicable)
This will help us process your query faster.
Can I get advice before placing an order?
Absolutely!
Are you unsure about the correct size or which product is best for your dog or cat? Please feel free to contact us.
We are happy to help you think things through and make the right choice.
Your answer is not among the frequently asked questions. What now?
No problem!
We are constantly expanding our Help Center to answer as many questions as possible. If you can't find the answer to your question, please feel to contact us at info@pawlio.be.
We are happy to help you personally.
Discover our Knowledge Hub
Are you looking for practical tips, handy guides, and inspiration to keep your dog or cat healthy, happy, and comfortable?
In our Knowledge Centre, you will find articles on care, health, nutrition, behaviour, and seasonal tips, written to help you and your pet.
Any questions?
No problem.
Our team will be happy to help you.
Or visit our Contact page to easily send us a message.
💚 Made for Happy Tails.
At Pawlio, everything revolves around the well-being of your dog or cat. That's why we are happy to help you, both before and after your purchase.
That's why we are always ready to answer your questions and help you make the best choice for your dog or cat.
Thank you for your trust.
Welcome to Pawlio.
Made for Happy Tails.