Frequently Asked Questions

Paws Source is a comprehensive pet care platform founded in 2019 with the mission to make premium pet care accessible to every pet parent. We offer:

• Premium Pet Nutrition — Customized food plans based on your pet's breed, age, and dietary needs
• Veterinary Consultations — 24/7 online vet consultations via video call
• Pet Grooming Services — Professional grooming, bathing, and spa treatments
• Pet Boarding & Daycare — Safe, comfortable boarding with round-the-clock care
• Online Pet Store — Curated products with free delivery on orders $50+

We serve over 50,000 happy pet families across the country.

Paws Source supports a wide variety of pets including:

• Dogs — All breeds and sizes, from puppies to seniors
• Cats — Indoor and outdoor cats of all ages
• Rabbits & Small Animals — Guinea pigs, hamsters, ferrets, and more
• Birds — Parrots, canaries, finches, and other pet birds
• Fish — Freshwater and saltwater pet fish

Our veterinary panel and nutrition experts specialize in caring for all of these animals.

Yes! Our online store and nutrition plans are available nationwide. Our vet consultations are accessible from anywhere with an internet connection.

However, our grooming services and boarding facilities are currently available in select cities. We're expanding rapidly and will be adding new locations soon. Check our service area map to see if we're available in your city.

Paws Source was founded in 2019 and has been serving pet parents for over 5 years. In that time, we've grown from a small team of passionate pet lovers to a platform trusted by 50,000+ families. Our growth is fueled by our commitment to quality, safety, and customer satisfaction.

Absolutely. Safety is our top priority. Here's how we ensure it:

• All products undergo rigorous testing by our veterinary panel
• We source ingredients from certified, trusted suppliers
• Our grooming facility follows strict hygiene and safety protocols
• Boarding facilities are equipped with 24/7 surveillance and climate control
• All our staff members are certified and background-checked

Yes, we have specialized services for senior pets and those with special needs:

• Senior Nutrition Plans — Formulated for aging pets with joint support and adjusted calories
• Special Needs Grooming — Gentle, patient groomers trained for anxious or disabled pets
• Medical Boarding — Trained staff for pets requiring medication or extra monitoring
• Telehealth — Direct access to vets for ongoing health management

Our nutritionists use a comprehensive assessment process:

• Health Profile — Age, breed, weight, activity level, and medical history
• Dietary Preferences — Allergies, intolerances, and food preferences
• Health Goals — Weight management, coat health, joint support, etc.
• Lab Testing — Optional bloodwork to identify specific nutritional gaps

Based on this data, our veterinary-approved nutritionists create a fully personalized plan that's updated quarterly as your pet's needs change.

Yes, but we always recommend a gradual transition over 7-10 days to avoid digestive upset. Here's our recommended transition schedule:

• Days 1-2: 25% Paws Source + 75% current food
• Days 3-4: 50% Paws Source + 50% current food
• Days 5-6: 75% Paws Source + 25% current food
• Day 7+: 100% Paws Source

If your pet has any sensitivities, our vet team will create a custom transition plan for them.

Yes! We offer a wide range of options to suit different dietary philosophies:

• Grain-Free — Made with alternative carbs like sweet potato and peas
• Raw / Freeze-Dried — Species-appropriate raw diets with whole ingredients
• Organic — Certified organic ingredients from human-grade suppliers
• Holistic — Formulated with superfoods like blueberries, turmeric, and kelp

Absolutely! We offer a Taste & Try Kit for just $14.95 that includes:

• 3 full-sized sample bags of your recommended formula
• 3 full-sized sample bags of alternative flavors
• A personalized feeding guide
• $15 credit toward your first full order (the kit is essentially free!)

We ship it within 1 business day. If you love it, use the code from your kit for the discount!

Your nutrition plan is reviewed and updated every quarter (every 3 months). As your pet ages, their activity level changes, or new health needs arise, we'll adjust their plan accordingly.

Additionally, if you notice any changes in your pet's weight, appetite, or health between reviews, you can request an ad-hoc consultation with our nutritionists at any time.

Our virtual consultations are simple and convenient:

1. Book a Time — Schedule through our app, website, or call center
2. Connect via Video — Join the appointment from your phone or computer
3. Share Your Screen — Show your vet any symptoms, behavior, or concerns
4. Receive a Plan — Get diagnosis, treatment recommendations, and prescriptions (if needed)

Consultations typically last 15-30 minutes. Most visits are covered by our subscription plans.

Yes, our licensed veterinarians can prescribe medication for most conditions via e-prescriptions sent directly to your preferred pharmacy. This includes:

• Antibiotics and anti-inflammatories
• Anxiety and behavioral medications
• Chronic condition management (thyroid, diabetes, heart conditions)
• Parasite prevention

While we provide urgent advice for non-life-threatening concerns, we do not replace emergency veterinary hospitals for critical situations such as:

• Severe bleeding or trauma
• Difficulty breathing
• Toxin ingestion (you should call the ASPCA Poison Control line: 1-888-426-4435)
• Seizures lasting more than 5 minutes

For emergencies, we'll help triage the situation over video and guide you to the nearest 24-hour emergency clinic. Our Pro and Elite members also get priority routing assistance during emergencies.

No problem! Paws Source has a network of 300+ partner clinics nationwide. Our vet can:

• Recommend the nearest partner clinic based on your location
• Share your consultation notes and history with the clinic
• Provide a referral discount at partner clinics
• Arrange a follow-up telehealth appointment after the in-person visit

Yes. Every veterinarian on our platform is:

• Licensed in at least one U.S. state
• Graduated from an AVMA-accredited veterinary school
• Experienced with a minimum of 3 years in clinical practice
• Continuously educated on the latest veterinary research and treatments
• Subject to background checks and professional reviews

Our team includes over 200 veterinarians and veterinary specialists including dermatologists, cardiologists, and oncologists.

We offer three main grooming tiers:

• Basic Bath ($45-$75) — Bath, blow-dry, brush-out, nail trim, ear cleaning
• Full Groom ($85-$150) — Everything in Basic + haircut, styling, teeth brushing
• Spa Package ($120-$200) — Everything in Full + de-shedding treatment, blueberry facial, paw balm, CBD massage

Prices vary based on pet size, breed, and coat condition. Pro and Elite plan members receive free monthly grooming (full groom included).

It depends on your pet's breed and coat type:

• Long-haired breeds — Every 4-6 weeks
• Short-haired breeds — Every 6-8 weeks
• Double-coated breeds — Every 8-12 weeks (more during shedding season)
• Hairless breeds — Every 3-4 weeks for skin care
• Cats — Every 6-8 weeks (more for long-haired cats)

Our groomers will recommend a schedule based on your pet's specific needs during their first visit.

Yes! Our grooming salons have a drop-off service. You can leave your pet and return when the grooming is complete. Typical turnaround times:

• Basic Bath: 1-2 hours
• Full Groom: 2-4 hours
• Spa Package: 3-5 hours

We'll send you a photo notification when your pet is ready. For longer grooming sessions, we offer a supervised waiting lounge with Wi-Fi and coffee. ☕

Yes. We have certified anxiety-trained groomers on staff who specialize in handling nervous, fearful, or reactive pets. Techniques include:

• Slow, patient handling with positive reinforcement
• Hypoallergenic calming sprays and music
• Muzzle-free restraint techniques for safety
• Option to split longer sessions into shorter visits

Please let us know about your pet's temperament when booking so we can assign the right groomer.

Yes! Our Paws-on-the-Go mobile grooming van comes to your home. The van is fully equipped with grooming tables, bathing systems, dryers, and climate control.

Benefits of mobile grooming:

• No travel stress for your pet
• One-on-one attention (your pet is the only client in the van)
• Convenient scheduling with home pickup
• Perfect for pets who prefer their own environment

Mobile grooming is $10-20 more than salon pricing. Available in select metro areas.

Our boarding facilities are designed to feel like a second home for your pet:

• Spacious Suites — Private, climate-controlled rooms with orthopedic bedding
• Play Areas — Indoor and outdoor play spaces with enrichment toys
• CCTV Monitoring — 24/7 surveillance with owner access via our app
• Meal Service — You can send your pet's regular food or use our nutrition plans
• Daily Updates — Photo and video updates sent to your phone every 4-6 hours

Elite plan members get access to our VIP suites which include larger spaces, premium bedding, and daily playtime with a dedicated caregiver.

To ensure the safety of all our guests, the following vaccinations are required before boarding:

• Dogs: Rabies, DHPP (Distemper), Bordetella (Kennel Cough)
• Cats: Rabies, FVRCP (Feline Distemper), FeLV (if indoor/outdoor)

We'll request proof of vaccination during the check-in process. If your pet is due for a booster, we can administer it at our boarding facility (additional fee applies). We also require a health certificate dated within 30 days of check-in.

Yes! We offer shared suites for pets that enjoy companionship. However, we always conduct a behavioral compatibility assessment before placing pets together. This includes:

• Reviewing past socialization history
• Supervised meet-and-greet session at our facility
• Trial half-day play session

If pets aren't compatible, we'll place them in adjacent private suites so they can still see and sniff each other through a secure partition.

Your pet's health and safety is our top priority. Here's our protocol:

• On-site vet — Every boarding facility has a vet on call 24/7
• Immediate isolation — Your pet is moved to a private care room
• Owner notification — We call you immediately with a full update
• Treatment plan — Vet provides treatment and keeps you updated
• Extended stay — If recovery takes longer, there's no extra charge for extended boarding

All boarding guests also receive a pet health insurance trial (30 days) that covers boarding-related illnesses.

Yes! Our Paws Daycare program offers full-day and half-day options:

• Full Day ($35-$50) — 8 hours of supervised play, meals, and rest time
• Half Day ($20-$30) — 4 hours of supervised play and socialization
• Overnight ($65-$90) — Full day boarding with overnight stay

Pets are grouped by size, temperament, and energy level for the best experience. We offer swim therapy and agility courses as enrichment activities.

Here's a quick comparison:

• Paws Starter ($19/mo) — Basic nutrition guide, 2 vet consults/month, 5% store discount, email support
• Paws Pro ($49/mo) — Personalized care plan, unlimited vet consults, 20% store discount, free monthly grooming, priority support
• Paws Elite ($89/mo) — Everything in Pro + VIP boarding access, 35% store discount, quarterly pet photo shoot, dedicated pet concierge

Yes, absolutely! There are no long-term contracts or cancellation fees. You can:

• Upgrade — Immediately switch to a higher plan at any time
• Downgrade — Switch to a lower plan at your next billing cycle
• Cancel — Cancel anytime with no penalties

If you cancel, you'll continue to have access to your current plan's benefits until the end of your billing period.

You can update your payment method through your account dashboard under Billing & Payment. We accept:

• Visa, Mastercard, American Express, Discover
• Apple Pay and Google Pay
• Bank transfers (ACH)

If your payment fails, we'll send you an email and try to process it again after 3 days. After 2 failed attempts, your subscription will be paused until payment is updated.

Our refund policy depends on the service:

• Subscription Plans: 14-day money-back guarantee from sign-up
• Online Store: 30-day satisfaction guarantee on all products
• Grooming: Full refund if you're not satisfied (rescheduling also available)
• Boarding: 50% refund if cancelled 48+ hours before check-in; full refund if cancelled within 24 hours of check-in

To request a refund, contact our support team via email, phone, or your account dashboard.

Yes! We believe every pet deserves excellent care:

• Multipet Discount: 10% off for 2 pets, 15% off for 3+ pets
• Military/Veteran: 15% off all plans and services (with valid ID)
• First Responders: 10% off grooming and boarding services
• Adoption Discounts: Free Pro plan trial for first 3 months after adopting from a shelter

Use promo code PAWS15 at checkout or contact our support team to apply the discount.

Shipping depends on your order total and plan:

• Orders $50+: FREE standard shipping (3-5 business days)
• Orders under $50: Flat rate $5.99 standard shipping
• Express Shipping: $12.99 (1-2 business days)
• Pro/Elite Members: Free shipping on ALL orders, no minimum

We use eco-friendly, temperature-controlled packaging to keep your pet's food and supplies fresh.

Yes! Our PawsBox Subscription automatically ships your pet's nutrition at your preferred interval:

• Every 2 weeks — For high-activity or large-breed dogs
• Every 4 weeks — Standard option for most pets
• Every 8 weeks — For cats or lower food consumption

You can skip, pause, or modify any delivery from your dashboard. Subscribers get an extra 10% off and free shipping.

Currently, we ship to the continental United States, Canada, and UK. International shipping rates and delivery times vary by location.

We're working on expanding to more countries. Stay tuned for updates! For international inquiries, contact our team.

We're so sorry this happened! Here's how we'll fix it quickly:

• Take a photo of the damaged item or wrong product
• Contact support with your order number and the photo
• We'll send a replacement same-day via express shipping at no cost
• You don't need to return the damaged item — please dispose of it safely

We also provide a 10% discount code for the inconvenience. Your satisfaction is our priority.