FAQ
Welcome to Hachipaw’s FAQ Page
On this page you will find answers to the most common questions regarding orders, shipping, returns, and our services. Our goal is to provide a clear and reliable shopping experience.
If you need further assistance, our customer support team will be happy to help.
Questions & Answers
Question 1: How long does it take to receive my order?
Answer: Below are our estimated delivery timeframes.
Handling time: 2–4 business days
Delivery time: 5–10 business days
Total estimated delivery time: 7–14 business days
For more detailed information, please visit our Shipping Policy page.
Question 2: Do you offer free shipping?
Answer: Yes. All orders delivered within the United Kingdom and United States are shipped free of charge.
For further details, please refer to our Shipping Policy.
Question 3: Where is Hachipaw based?
Answer: Hachipaw is a European brand focused on carefully selected pet products designed to support everyday comfort and wellbeing for pets.
Our online store allows us to offer a curated range of products delivered directly to customers.
Question 4: Is the product safe for pets?
Answer: Yes. All products available on Hachipaw are selected with pet safety and comfort in mind. We aim to provide products made from materials suitable for everyday use by pets.
If you have specific concerns about a product, our customer support team will be happy to assist you.
Question 5: What if my pet doesn't like the product?
Answer: Every pet is unique and may respond differently to new products. If the product does not meet your expectations, you can request a return in accordance with our Return & Refund Policy within the applicable return period.
Question 6: What happens if I receive a defective product?
Answer: If your item arrives defective or damaged, please contact our customer support team.
We will assist you with a replacement at no additional cost. The product must be returned within 30 days, according to our Return & Refund Policy.
Question 7: Can I cancel my order after it has been placed?
Answer: Yes. Orders may be cancelled within 24 hours after being placed.
To request a cancellation, please contact our customer support team as soon as possible.
Question 8: What is your return and refund policy?
Answer: We offer a simple and transparent return process.
For full details regarding returns and refunds, please visit our Return & Refund Policy page.
Question 9: When will I receive my refund after a return?
Answer: Once we receive and inspect the returned product, the refund will be processed.
The refunded amount typically appears on your original payment method within 7 business days, depending on your bank or payment provider.
Question 10: Do you offer any warranty on your products?
Answer: Yes. All purchases are covered by a 30-day warranty period.
For more information, please refer to our Return & Refund Policy.
Question 11: How can I contact customer service?
Answer: You can contact our support team through the contact page available on our website.
Question 12: Do you deliver internationally?
Answer: Currently, we deliver within the United Kingdom and the United States.
Question 13: Do you have a physical store that can be visited?
Answer: No. Hachipaw operates exclusively as an online store. This allows us to offer competitive pricing and a wider selection of products.
Question 14: Can I place a larger corporate order?
Answer: Yes, larger orders may be possible depending on product availability.
Please contact our customer support team for further information.
Question 15: How do product exchanges work?
Answer: If you wish to exchange a product, please consult our Return & Refund Policy, which explains the exchange procedure.
Question 16: How can I track my order?
Answer: Once your order has been shipped, you will receive a shipping confirmation with tracking details.
You can track the status of your shipment through the order tracking page on our website.
Contact Information
Store Name: Hachipaw
Address: Via Monte San Michele 178, 20099 Sesto San Giovanni (MI), Italy
Email: info@hachipaw.com
Phone: +39 320 1865653
Customer Support Hours
Monday – Friday: 09:00 – 17:00 (CET)
Our team aims to respond to all enquiries within 1–2 business days.