Support
Track Your Order
Where's my pup's fountain?
Enter your order number and email below to see your latest shipping update.
Look up your order
Your order number can be found in your confirmation email — it starts with #PS.
Can't find your order number? Check your confirmation email from hello@pawsoothe.com or contact us and we'll look it up for you.
Typical shipping timeline
Order confirmed
You receive a confirmation email with your order number immediately.
Processing — Day 1
Your order is picked, packed, and prepared for dispatch at our fulfilment centre.
Shipped — Days 2–3
Your tracking number is emailed to you as soon as your parcel leaves our warehouse.
Delivered — Days 6–10
Your fountain arrives. Standard delivery is 6–10 business days from the order date.
Not sure which carrier? Check your shipping confirmation email — it includes your carrier name and a clickable tracking link. If you can't find it, contact us and we'll send it again.
Common tracking questions
Tracking numbers are sent within 1–2 business days of your order being placed. Check your spam or junk folder first. If it's been more than 3 business days, contact us at hello@pawsoothe.com and we'll sort it out immediately.
Tracking can take 24–48 hours to update after a label is created. If there have been no updates for more than 5 business days, please contact us and we will investigate with the carrier on your behalf.
First check around your property, with neighbours, and at any safe drop location. Carriers sometimes scan packages as delivered before the final drop. If it's still missing after 24 hours, contact us with your order number and we'll open a carrier investigation straight away.
Address changes are only possible within 1 hour of placing your order. After that, the order enters fulfilment and cannot be modified. Contact us immediately at hello@pawsoothe.com if you need to make a change.
Please take photos or a short video of the damage and email them to hello@pawsoothe.com within 48 hours of delivery. We'll arrange a replacement or refund as quickly as possible.
Still need help?
We're available 24/7 and typically respond within 24 hours.