FAQ

FREQUENTLY ASKED QUESTIONS

Everything you need to know about ordering from Nordi Paw, shipping, 
returns, and how we take care of you and your cat.

Looking for details about a specific product (sizing, materials, care 
instructions)? Scroll to the FAQ section on that product's page.

Last updated: 20.4.2026

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ORDERS & PAYMENT
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How do I place an order?
Pick the product, size, and colour you want, click "Add to cart", and 
proceed to checkout. Enter your shipping and payment details, and you'll 
receive an order confirmation email within minutes.

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American 
Express), Klarna (pay later or in instalments), PayPal, Apple Pay, and 
Google Pay. All payments are processed through secure, encrypted 
providers — we never see or store your card details.

Can I pay in instalments?
Yes. Klarna is available at checkout in most EU markets. You can split 
your payment into 3 or 4 parts, or pay 30 days later. Terms depend on 
your country and credit check.

Is my payment secure?
Yes. All transactions are processed by PCI-compliant providers 
(Shopify Payments, Klarna, PayPal) over encrypted connections. We 
never see or store your card information.

I haven't received my order confirmation — what do I do?
First, check your spam or promotions folder. If it's not there, email 
info@nordipaw.com with the name and email used at checkout, and we'll 
track it down.

Can I change or cancel my order?
Orders are processed within 1–3 business days. If you need to change 
or cancel, email info@nordipaw.com as soon as possible. Once an order 
has been dispatched, we can't change it — but you can return it under 
our 14-day right of withdrawal (see Returns section below).

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SHIPPING & DELIVERY
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Where do you ship?
Our primary markets are 9 EU countries: Finland, Sweden, Denmark, 
Germany, Austria, Netherlands, Belgium, France, and Ireland. We also 
accept orders from the United Kingdom, United States, Canada, Australia, 
and select other countries at checkout.

How much does shipping cost?
Shipping is free on every order — no minimum purchase required.

How long does delivery take?
Estimated delivery from our international fulfilment network:

- Germany, Netherlands, Belgium, France, Austria: 8–15 business days
- Denmark, Ireland: 9–16 business days
- Finland, Sweden: 10–18 business days
- United Kingdom: 10–18 business days
- United States, Canada: 12–20 business days
- Rest of world: 14–25 business days

Delivery times may extend by 3–7 business days during peak seasons 
(Black Friday, Christmas, Chinese New Year). Full details in our 
Shipping Policy.

Will I get a tracking number?
Yes — as soon as your parcel is dispatched you'll receive a tracking 
number by email. You can follow your parcel from the "Track your order" 
page on our website.

Will I pay any customs fees?
EU orders: No. All taxes and duties are pre-paid at checkout via the 
IOSS scheme — no extra charges at delivery.

Non-EU orders (UK, US, Canada, Australia, rest of world): Possibly. 
Customs duties and import taxes are the customer's responsibility and 
are collected by the carrier or local customs upon delivery.

What if my order is late?
If your parcel has no tracking updates for 10 business days, or hasn't 
arrived within 25 business days of dispatch (30 for non-EU), email 
info@nordipaw.com and we'll investigate with the carrier immediately.

Do you ship to PO boxes or pickup points?
Yes, in most EU markets. Enter the pickup point address or PO box at 
checkout. Please note that some carriers may not deliver to all pickup 
formats in all countries.

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RETURNS & GUARANTEE
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What is your return policy?
You're protected two ways on every order:

1. 14-day right of withdrawal (EU law) — Change your mind within 
14 days of delivery and return the product unused for a full refund 
to your original payment method.

2. 30-Day Happy Cat Guarantee — If your cat has tried the product 
but won't accept it within 30 days, we'll issue store credit for the 
full amount. No return needed — keep, re-gift, or donate the product.

Full details in our Refund & Guarantee Policy.

How do I start a return?
Email info@nordipaw.com with your order number, full name, and reason 
for return. We respond within 24 hours with instructions, including 
the return address. Please don't ship items back before contacting us.

Who pays for return shipping?
The customer covers return shipping, unless the product arrived faulty 
or was shipped incorrectly — in those cases we cover the return cost.

When will I get my refund?
14-day legal return: Within 14 days of us receiving your withdrawal 
notice, refunded to your original payment method. We may hold the 
refund until the goods arrive back, or until you provide proof of 
return shipment.

30-day Happy Cat Guarantee: Store credit issued within 2 business days 
of approval. Valid for 12 months on anything in our store.

What if my product arrives damaged or faulty?
Email info@nordipaw.com with a photo within 90 days of delivery. We'll 
send a free replacement or issue a full refund — no return needed. For 
faults after 90 days but within 2 years of purchase, your statutory EU 
warranty rights apply (Directive 2019/771/EU).

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PRODUCTS
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Are your products safe for cats?
Yes. All Nordi Paw products are designed with cat safety and comfort 
in mind. Materials are selected to be non-toxic, durable, and 
comfortable for everyday use.

Where can I find sizing and care instructions?
Each product page includes a full sizing guide, materials list, and 
care instructions in its dedicated FAQ section. If you still have 
questions, email info@nordipaw.com before ordering and we'll help you 
pick the right size or product.

Do you restock sold-out items?
Most of our core range is restocked regularly. If a product is sold 
out, click "Notify me when back in stock" on the product page to 
receive an email as soon as it's available again.

Do you do product customisation?
We currently sell standard SKUs only. No custom sizes, colours, or 
embroidery.

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ACCOUNT & PRIVACY
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Do I need an account to order?
No. You can check out as a guest using just your email and shipping 
address.

How do you protect my information?
All data is processed under EU GDPR. Payments are handled by 
PCI-compliant providers — we never see your card number. Full details 
in our Privacy Policy.

How do I manage cookie preferences?
Click "Your Privacy Choices" in the footer of any page. You can accept, 
reject, or customise non-essential cookies at any time. See our Cookie 
Policy for details.

How do I unsubscribe from marketing emails?
Click the "Unsubscribe" link at the bottom of any marketing email from 
us. Your unsubscribe is processed immediately. You'll still receive 
transactional emails (order confirmations, shipping updates) as 
required by law.

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CONTACT
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How do I reach customer support?
Email info@nordipaw.com. We respond within 24 hours on business days 
(Monday–Friday, excluding Finnish public holidays).

Do you have a phone number?
We operate as a digital-first European brand, so all support goes 
through email to keep response times consistent across 9 markets. For 
urgent delivery questions, mention "URGENT" in your subject line and 
we'll prioritise.

Can I talk to someone in my language?
Our customer support is in English, which works across all our EU 
markets. If you prefer another language, email us anyway — we use 
professional translation to help where needed.

Do you have a physical store?
No. Nordi Paw is an online-only European brand. This lets us focus on 
product quality and keep prices accessible across 9 markets.