Customer Issue Resolution

Last Updated: September 21, 2025

At Pawsyyur, we are committed to providing a positive, reliable, and transparent shopping experience. We understand that issues may occasionally arise regarding orders, billing, deliveries, or product concerns. This Customer Issue Resolution Policy explains how we handle and resolve customer issues in a fair and timely manner.

1. Step One – Contact Customer Support

If you have a question or concern, please reach out to us first. Our team is available to help with order-related issues such as:

  • Incorrect or missing items

  • Damaged products

  • Billing concerns

  • Order status or delivery delays

  • Warranty or return questions

Contact Information
Email: contact@pawsyyur.Store
Phone: +1 (910) 379-1192
Address: 4225 Ramsey St, Fayetteville, NC 28311, USA

Please include your order number and a clear description of the issue.
If applicable, attach photos (for example, damaged items or incorrect products). This helps us resolve your concern faster.

2. Step Two – Internal Review

Once your issue is received:

  • We will acknowledge your message within 2 business days.

  • Our support team will review:

    • Your order details

    • Tracking information

    • Photos or supporting documents (if provided)

    • Relevant policies (shipping, returns, warranty)

We aim to provide a full response or proposed solution within 7 business days.

If additional information is needed, we will contact you promptly.

3. Step Three – Resolution Options

Depending on the nature of the issue and our policies, the resolution may include:

  • Replacement of a defective or incorrect item

  • Refund to the original payment method

  • Store credit (optional if preferred by the customer)

  • Assistance with tracking or delivery investigations

  • Correction of billing or account errors

  • Guidance on returns or warranty claims

All resolutions follow the terms outlined in our Shipping Policy, Refund & Return Policy, Warranty Policy, and Terms of Service.

4. Escalation Process

If you believe your concern was not resolved through the initial review:

  • You may request an escalation to a Customer Care Supervisor.

  • A supervisor will re-evaluate your case and provide a final response within 5 additional business days.

We take escalated concerns seriously and strive to resolve them respectfully and fairly.

5. Legal Rights

This policy provides a structured process for resolving customer issues.
Nothing in this policy replaces or limits any rights you may have under:

  • Applicable consumer protection laws

  • Regional return and warranty requirements

  • Your lawful rights regarding refunds or defective products

Your statutory rights always apply.

6. Governing Law

This Customer Issue Resolution Policy is governed by the laws of the State of North Carolina, USA, where Pawsyyur is headquartered.