Pawdigo
Frequently Asked Questions
Last updated: March 2026
Got a question? Chances are we've answered it below. If not, reach out to us at hello@pawdigo.com โ we're real dog parents who actually reply (usually within 24 hours).
๐ฆ Shipping & Delivery
How long does shipping take?
We offer three shipping options:
- Standard Shipping (7โ14 business days): Free for orders over $50. $5.99 for orders under $50.
- Express Shipping (4โ6 business days): $14.99 flat rate.
- Expedited Shipping (2โ4 business days): $29.99 flat rate.
These times apply to all destinations including the US, Canada, UK, Australia, and New Zealand.
All orders include tracking so you can follow your package every step of the way. Processing takes 1โ3 business days before shipping begins.
Do you offer express shipping?
Yes! For just $14.99, you can upgrade to express shipping with 4โ6 business day delivery to all supported regions. Select it at checkout.
Is shipping really free?
Yes โ on all orders over $50 USD, standard shipping is free to all supported destinations (US, EU, AU, CA, NZ). Applied automatically at checkout, no coupon needed.
Can I track my order?
Absolutely. Once your order ships, you'll receive an email with a tracking number and a link to follow your package in real time. You can also log into your Pawdigo account to check order status.
What happens if my order is lost or arrives damaged?
We've got you covered. If your order doesn't arrive within 30 days or arrives damaged, email us at hello@pawdigo.com with photos of the damage (if applicable) and we'll send a replacement immediately โ no need to return the damaged item.
Are there customs or import duties on international orders?
For orders outside the US, your country may charge customs duties or import taxes. These fees vary by location and are the customer's responsibility. We declare all packages at full value with "Pet Supplies" as the description. We recommend checking with your local customs office if you're unsure what to expect.
๐ Returns & Exchanges
What is your return policy?
We offer a 30-day satisfaction guarantee on all products. If you're not happy for any reason, return the item within 30 days of delivery for a full refund. Items must be unused and in original packaging.
How do I start a return?
Email us at hello@pawdigo.com with your order number and reason for return. We'll respond within 24 hours with a prepaid return shipping label and instructions. Return shipping is free.
What if the knee brace size doesn't fit?
No worries โ we offer free size exchanges within 30 days. Email us your order number and the size you need, and we'll get the right one on its way. Check our size guide on the product page before ordering to help get it right the first time.
How long do refunds take?
Refunds are processed within 5โ7 business days after we receive your return. The money will appear in your account via your original payment method. Allow an additional 2โ3 business days for your bank to process.
What if my item arrived damaged or defective?
Email us at hello@pawdigo.com with a photo and your order number. We'll send a replacement or full refund within 2 business days โ no need to ship the damaged item back.
๐ฆท Dog Dental Scaler
Is the ultrasonic dental scaler safe for my dog?
Yes. Our dental scaler uses gentle, low-frequency vibrations to break down plaque and tartar โ no sharp scraping or manual pressure. It's designed for safe at-home dog teeth cleaning between professional vet visits.
We recommend introducing the scaler gradually: let your dog sniff it first, start with short sessions (1โ2 minutes), and work up to a full cleaning. Most dogs adapt within the first couple of sessions.
How do I use the dental scaler?
- Charge fully using the included USB-C cable
- Choose your mode โ gentle for maintenance, deeper for heavier tartar
- Glide the tip along your dog's tooth surface โ let the vibrations do the work
- Focus on the gumline where plaque builds up most
- Keep sessions short (2โ5 minutes) and reward your dog afterwards
A quick-start guide with expert tips is included with every purchase.
Can it replace professional dental cleanings?
Our dental scaler is designed to support regular at-home care, not replace professional vet cleanings. Think of it like brushing your teeth โ you still visit the dentist, but daily care prevents bigger problems.
If your dog has severe dental disease, gum inflammation, or loose teeth, consult your vet before using any at-home dental tool.
Does it work on all dog breeds?
Yes! The ultrasonic dental scaler works on dogs of all sizes โ from Chihuahuas to Great Danes. The cleaning heads are designed to reach front and back teeth comfortably on any breed.
What materials is the dental scaler made from?
Our scaler uses medical-grade stainless steel tips with a soft silicone handle grip. It's completely safe when used as directed โ the rounded tips prevent gum irritation while effectively removing plaque.
How do I clean and maintain the dental scaler?
Wash with warm soapy water after each use. For deeper cleaning, soak in a 50/50 water and white vinegar solution for 5 minutes, then rinse thoroughly. Store dry to prevent moisture buildup. The USB-C charging port should be kept dry.
๐ฆฎ Dog Knee Brace
How do I measure my dog for the right size?
Sizing is based on your dog's weight and leg circumference:
- With your dog standing, wrap a soft measuring tape around the widest part of their upper hind leg
- Note the circumference in inches or centimeters
- Check the size chart on the product page to find the best fit
If your dog falls between sizes, we recommend sizing up for comfort. Our interactive size guide on the product page walks you through it step by step.
Which conditions does the knee brace help with?
Our adjustable dog knee brace provides support for:
- ACL/CCL injuries โ stabilizes the joint during recovery
- Luxating patella โ helps keep the kneecap in place
- Arthritis โ reduces strain and provides comfortable joint support
- Post-surgery recovery โ supports healing after knee operations
- General limping or weakness in the hind legs
It's not a substitute for veterinary diagnosis or surgery. If you suspect a serious injury, see your vet first.
How long should my dog wear the brace?
Start with 1๏ฟฝ๏ฟฝ2 hours per day and gradually increase as your dog adjusts. Most dogs can comfortably wear the brace for 4โ8 hours during active periods. Remove during sleep and check skin regularly for any irritation.
Will my dog tolerate wearing a brace?
Most dogs adjust within a few days. Tips for success:
- Start with short sessions and use treats as positive reinforcement
- Put it on right before a walk โ the excitement of going outside helps them forget it's there
- The breathable mesh and soft inner lining are designed to prevent chafing
Is the knee brace material hypoallergenic?
Yes โ the neoprene core is hypoallergenic and latex-free, and the outer mesh is breathable and irritation-free. We've had zero reports of allergic reactions from thousands of customers.
Can I use the knee brace without surgery?
Absolutely. Many customers use it for dogs with mild joint issues, during high-activity periods, or as preventative support for active dogs. Surgery isn't required.
How often should I replace the knee brace?
With proper care, our braces last 6โ12 months of regular use. Replace if you notice significant wear, loss of elasticity, or if your dog's measurements change.
๐งฉ Dog Snuffle Mat
What is a snuffle mat and how does it work?
A snuffle mat is a fabric mat with layers of fleece strips that mimic grass. You hide treats or kibble within the strips, and your dog uses their nose to sniff them out. It engages natural foraging instincts, provides mental stimulation, and slows down fast eaters โ all in one product.
Is the snuffle mat suitable for senior dogs?
Yes! The textured surface makes it easy for senior dogs or those with vision challenges to find treats by scent alone. The low-profile design is safe and accessible for dogs of all ages and abilities.
Can I machine wash the snuffle mat?
Yes โ cold water gentle cycle and air dry flat. Shake out loose crumbs first and avoid fabric softeners. The mat is designed to withstand regular washing.
What size snuffle mat do I need?
Our standard mat (approximately 45cm ร 45cm / 18" ร 18") works for dogs of all sizes. The mat is sized for nose work, not body size โ even a Great Dane has a nose that fits just fine.
Is it safe for puppies?
Yes, for puppies 12 weeks and older. Always supervise your puppy during use to make sure they're sniffing โ not chewing โ the mat. For destructive chewers, use only during supervised sessions.
How do I introduce my dog to the snuffle mat?
Start with high-value treats in easy-to-find spots, then gradually hide them deeper. Most dogs catch on immediately. For hesitant pups, try placing it near their food bowl with kibble sprinkled on top.
๐ณ Orders & Payments
What payment methods do you accept?
We accept:
- Credit cards: Visa, Mastercard, American Express
- Digital wallets: Apple Pay, Google Pay, Shop Pay
- All payments are securely processed through Shopify Payments with industry-standard encryption
Can I change or cancel my order after placing it?
If you contact us within 2 hours of placing your order (or before you receive a shipping notification), we can usually modify or cancel it. After shipping, you'll need to use our 30-day return process.
Do you offer discount codes?
Yes! Sign up for our email list to receive 10% off your first order. We also run seasonal promotions and bundle discounts. Follow us on Instagram and TikTok for exclusive deals.
Do I need an account to order?
No โ guest checkout is available. Creating a free account lets you track orders, save your address, and access order history.
Do prices include tax?
Prices are listed in USD. US sales tax is calculated at checkout where applicable. International customers may see VAT or GST added at checkout depending on their country's regulations. The final price is always shown before you confirm payment.
๐ก๏ธ Product Warranty
Do your products come with a warranty?
Yes โ we offer a 6-month manufacturer's warranty against defects on all products. If you experience any issues due to a manufacturing fault, email us at hello@pawdigo.com with photos and your order number, and we'll provide a replacement or full refund.
Normal wear and tear or customer-caused damage is not covered under warranty.
Are your products tested for safety?
Absolutely. All Pawdigo products undergo rigorous safety testing by independent labs. Our dental scaler is tested for material safety, durability, and effectiveness. Our knee braces are tested for elasticity retention and skin safety. Our snuffle mats are tested for fabric durability and non-toxicity.
๐ข Wholesale & Bulk Orders
Do you offer wholesale or bulk pricing?
We're open to wholesale inquiries from pet stores, vet clinics, and dog trainers. Email us at hello@pawdigo.com with details about your business, which products you're interested in, and estimated quantities. We'll get back to you with pricing and availability.
Can I become a Pawdigo reseller?
We selectively work with resellers who align with our brand values. If you're interested, reach out to hello@pawdigo.com with information about your business and how you'd like to partner.
๐ Contact & Support
How can I contact Pawdigo?
Email us at hello@pawdigo.com โ we respond within 24 hours, usually faster. We're a small team of real dog parents, not bots. You can also reach us at hello@pawdigo.com.
Is Pawdigo a vet-approved brand?
Weโre not affiliated with any veterinary organizations. Our products are designed for safe at-home use and are used by thousands of dog parents worldwide.
Where is Pawdigo based?
Pawdigo is registered in Malaysia (Kuala Lumpur). We ship globally from fulfillment centers positioned to deliver to our core markets: US, EU, AU, CA, and NZ.
Where are your products shipped from?
Orders are fulfilled through our logistics network and shipped from the warehouse closest to your region for the fastest possible delivery.
Still have questions? We're always happy to help. Email us at hello@pawdigo.com and we'll get back to you within 24 hours. ๐พ