FAQ
Everything you might want to know before, during, and after a walk. Can't find your answer? Email us at [support@runawaywalks.com] and a real human will write back.
Orders & Shipping
When will my order ship?
Orders are processed within [1–2] business days. You'll get a confirmation email with tracking as soon as it's on the way.
Is shipping really free?
Standard shipping is free on orders over [$45]. Orders under that ship for a flat [$X]. Rates and any taxes or duties are calculated at checkout.
Do you ship internationally?
[Yes — we currently ship to (list regions). International orders may be subject to import duties and taxes set by your country, which are the customer's responsibility.] / [Not yet — we currently ship within (country) only.]
How do I track my order?
Use the tracking link in your shipping confirmation email. If it's been more than [X] business days without movement, email [support@runawaywalks.com].
Returns & Exchanges
What's your return policy?
Unused items in original condition can be returned within [30] days of delivery for a refund or exchange. Full details live on our Returns & Refund Policy.
How do I start a return or exchange?
Email [support@runawaywalks.com] with your order number and what you'd like to do, and we'll send a prepaid return label and instructions.
My item arrived damaged — what now?
We're sorry! Email [support@runawaywalks.com] within [X] days with a photo and your order number and we'll make it right with a replacement or refund.
Product & Care
What comes in the PawPack?
[Describe what's included — the bag, the matching leash, etc.]
How do I clean it?
Spot clean with mild soap and warm water, then air dry. Avoid machine washing and tumble drying to keep the materials and hardware in good shape.
Is there a warranty?
[Describe your warranty terms, or remove if none.]
Still stuck?
Email [support@runawaywalks.com] — we typically reply within [1 business day].