Has my order shipped? How do I track it?
As long as you provided a valid email address when you placed your order, you should receive an email confirmation that your order has shipped along with its associated tracking number.
How do I change quantities or cancel an item?
At the bottom of the page under My Account, click Order Status to make sure your order has not yet shipped. If you have not already signed in, you will be prompted to enter your email and password. If your order has not shipped, you may send us a message requesting a change to your order or order status by clicking View Messages on the left side of your screen. There you may send us a message regarding your unshipped order. Alternatively, you may contact our office at 1-800-989-2542 to request a change to your order.
My order never arrived.
If your tracking number indicates that your package was delivered but you have not received it, please allow another business day for delivery as sometimes the Post Office will mark a package delivered just prior to the actual delivery day. If on the next business day you still have not received your order after your normal delivery time, contact our office at 1-800-989-2542 so we may verify that your shipping address is correct.
An item is missing from my shipment. My product is missing components.
When will my backorder arrive?
If your item is backordered, we will ship it immediately upon receiving it in our office. From the date of shipment, your item will arrive within 7 business days for USPS 1st Class mail, or 2-5 business days for Priority Mail, or 1-3 business days for Express mail. UPS Ground arrives within seven business days.
How do I create an account?
Near the top right corner of the website, click Create an account. Follow the instructions on the screen.
How do I edit my account information?
Near the top right corner of the webpage, click Sign in. Enter the email address and password associated with the account, and click Sign In. On the left under Manage Your Account, click Your Account Details. Click Update My Details when finished.
How much is my shipping?
After you have added items to your cart, click View Cart near the top right corner of the webpage. Enter your Billing and Shipping details. Your shipping options will appear, complete with cost and approximate delivery time.
I forgot my password.
Near the top right corner of the site, click Sign in. Below the fields for email and password, click Forgot your password?. Enter the email address associated with the account, and click Continue. A message will be delivered shortly in order to verify your email address. Follow the instructions to request a new password.
How do I return my product?
See Shipping & Returns.
I received the wrong product.
When will my order ship?
All orders will be shipped within two business days. Business days are Monday through Friday with the exception of US Holidays. Priority, Express and UPS orders will be shipped the same day if received during regular business days BEFORE 2:30PM Pacific Time. If you place an order over the weekend with Priority, Express or UPS shipping, or on a postal holiday, your order will be shipped the next business day as described above. For all shipping methods except overnight services, keep in mind that the postal carrier does not count the pickup day as a shipping day. Rather, the next business day following the pickup of the package will count as the first shipping day.
See Shipping Policy for additional information.
Soft Paws Five Star Guarantee
We stand behind our product and respect our customers. Without you, where would we be? We have an absolute commitment to providing you with a pleasant and safe shopping experience. If there is anything we can do to make that experience better, please let us know.
- Quality and Safety
Soft Paws was developed by veterinarian Dr. Wexler, to provide a safe, effective and easy-to-use solution to cat scratching problems. This is the original Soft Paws®—a product you can trust.
- Customer Service
Taking care of our customers is our primary focus. We constantly strive to provide the best service possible. Please feel free to let us know how we may better serve you.
- Incredible Selection
We provide the largest selection of colors and sizes. We also create new colors that are exclusive to our site to give you varied options to suit your color preferences and for holidays and special occasions. We are committed to bringing you the product you want. Feel free to let us know what you would like.
- Privacy and Security
You can rest assured that your shopping experience will be safe and secure. We use state-of-the-art, high security, 256 bit SSL encryption by GeoTrust as well as trusted credit card protection. We also respect your privacy. We will never rent, sell or distribute your information to other companies. We hate it when people do that to us.
- Money Back
If you are not satisfied, we will refund the purchase price. See Return Policy.
Pricing and Billing
Do I have to pay sales tax?
Customers only have to pay sales tax if their billing address is in the state of California.
I have a question regarding my charges.
I need a copy of my receipt/invoice.
When will my credit/refund appear on my account?
When we initiate a refund request, it can take your credit card company anywhere from 7-30 days to process and post the refund to your account.
When will my credit card be charged?
Your credit card will be charged immediately upon placing your order through our website. Typically it takes around 24 hours for the transaction to settle.
How do I buy/redeem a gift certificate?
Near the top of the website, click Gift Certificates. Enter the required information, then click Add Gift Certificate to Cart.
How do I find my product?
If you are looking for a specific product, try searching the site using the Search box near the top right corner of the site. You can also view the products by category by clicking on Soft Paws® Cats, Soft Paws® Dogs, or Accessories/Toys.
How do I navigate the site?
To reach the home page, click the SoftPaws.com icon in the top left corner of the page. You may search for products and pages using the Search box near the top right corner of the site. To view products by category, our Photo Gallery, or Testimonials, click on any of the associated links in the main navigation menu near the top of the site. You may also click on any of the image shortcuts on the home page to reach the related page. At the bottom of the site, you will find links to additional pages, including support and company information.
How do I use a coupon?
On the checkout page, scroll down below your items to the bottom of the page. Enter your coupon code in the Coupon Code box, and click Go.
How do I use a gift certificate?
On the checkout page, scroll down below your items to the bottom of the page. Enter your gift certificate code in the Redeem Gift Certificate box, and click Go.