Frequently Asked Questions

Paws Source is a comprehensive pet care platform founded in 2019. We offer premium pet nutrition, 24/7 veterinary consultations, professional grooming services, and secure boarding facilities. Our mission is to make expert-level pet care accessible to every pet parent.

You can create a free account by clicking the "Sign Up" button in the top right corner. You'll need to provide an email address, create a password, and optionally add details about your pet (name, breed, age) to personalize your experience.

We currently ship products nationwide and offer telehealth veterinary services across all 50 states. Boarding and grooming services are available in select major metro areas. Enter your zip code on our Services page to check local availability.

Our standard grooming package includes:

• Full bath with premium shampoo and conditioner
• Blow dry and brush out
• Haircut/style according to breed standards or your preference
• Nail trimming and filing
• Ear cleaning
• Teeth brushing

Spa add-ons like blueberry facials and paw balm treatments are available for an additional fee.

Our boarding facilities are fully monitored 24/7 with secure, climate-controlled suites. Each pet gets daily playtime, feeding according to your schedule, and twice-daily bathroom breaks. Elite members receive VIP suites with webcams so you can check in anytime. Bookings can be made through your dashboard or by contacting our team.

Absolutely! You can add multiple pets to your account. When booking services, you can schedule them for each pet individually. We also offer multi-pet discounts for grooming and boarding packages.

Standard shipping typically takes 3-5 business days. Express shipping (2-3 business days) is available at checkout. Orders placed before 2 PM EST on business days are processed the same day. Remote locations may take an additional 1-2 days.

Yes! We offer free standard shipping on all orders over $50. Pro and Elite plan members enjoy free shipping on all orders regardless of total. Subscription box members also get free shipping on every delivery.

Once your order ships, you'll receive an email with a tracking number and link. You can also track your order in real-time from your account dashboard under "Order History."

Book a video call with one of our certified veterinarians through the app or website. You can choose a specific time or opt for instant care (available 24/7 for Pro/Elite members). Consultations typically last 15-20 minutes and are perfect for non-emergency concerns, behavior questions, dietary advice, and second opinions.

In states where telehealth regulations allow it, our vets can prescribe appropriate medications following a consultation. For controlled substances or certain treatments, an in-person exam may be required by law. Our vets will always guide you on the best course of action.

Yes, absolutely. All consultations and medical records are encrypted and stored securely in compliance with HIPAA and veterinary privacy standards. Only you and your assigned veterinary care team can access your pet's information.

We offer a 30-day return policy on most unused items in original packaging. Pet food, treats, and medications can be returned within 14 days if unopened. Grooming services and consultations are non-refundable but can be rescheduled with 24 hours notice.

Visit your account dashboard, go to "Order History," select the order, and click "Return Item." Follow the prompts to generate a prepaid return label. Ship the item back within 14 days, and we'll process your refund within 5 business days of receiving the return.

We stand behind our nutrition plans with a "Picky Eater Guarantee." If your pet refuses the food, contact us within 14 days and we'll either exchange it for a different formula or issue a full refund—no questions asked.