FAQ

Here are some common questions we get.

Size Guide

How do I know the size of my pet's collar?

You may refer to our dog collar size by breed reference for the suggested size based on your dog’s breed.

But for the best fit, we recommend that you measure your pet’s neck where the collar will naturally sit. Make sure it is not too tight and not too loose. Generally, you should be able to fit two fingers (0.25″ to 0.5″) between the neck and the collar.

For AlphaCollar and IndieCollar:Collar Size Guide

How do I know the size of my pet's bow tie?

Measure the width of your pet’s collar where the bow tie’s garter holder will slide on. Generally, it only fits on collars with either 3/4 inch or 1 inch width for small and big sizes respectively.

To ensure proper fit on their collar, we highly recommend using any of our leather collars as it is designed to complement each other.

Do you accept customized size?

No, because that is no longer necessary. All of our collars are already available in all possible sizes for both dogs and cats. But in any event you find it difficult finding the right size for your pet, you can either contact us directly through mobile or email, chat with us in our chatbox or see our size guide for proper guidance.

Can I fit my purchase to my cats?

Yes. Our pet collars and bow ties are designed for both dogs and cats.

It is essentially the same with dogs in measuring your cat’s collar.

Shipping

How much is your shipping fee?

We offer free premium delivery to any destination in the Philippines for a minimum purchase of Php 1,000.00. For transactions less than the minimum purchase, the delivery fee is as follows:

Premium (Express with real-time tracking)
Metro Manila – Php 90.00
Luzon – Php 140.00
Visayas – Php 160.00
Mindanao – Php 180.00

However, shipping fee for international customers vary depending on the selected overseas location. It will be determined during delivery options upon checkout.

Do you offer same-day delivery?

We understand some of you may be excited about your pet’s latest purchase from us. Who can wait for an exciting new Pawdel anyway?

So yes, we can deliver your purchase on the same day via MrSpeedy Philippines. If you choose this delivery option, it will automatically calculate your same-day delivery fee based on the delivery address you provided upon checkout. No need to book it yourself, making it a seamless and hassle-free shopping experience.

This option is also considered a priority queue since we have to deliver the purchase within 24 hours upon receipt of the order.

Pawdel HQ is located in Cavite. The locations covered by this optional same-day delivery service are Metro Manila, Cavite, Laguna and Rizal.

Note:

1.) Cut-off time for same-day delivery is 4 pm. Orders received past the cut-off time will be delivered on the following day.
2.) All orders received on a Saturday (4 pm onwards), Sunday, or any holiday will be delivered on the next business day.
3.) Cash on delivery payment option is not eligible for our same-day delivery (priority queue).
4.) Free delivery is only applicable via GoGoXpress for a minimum purchase of Php 1,000.00.

How will my order ship?

We deliver your purchase through only reputable 3rd party logistics partners, primarily GoGo Xpress (an LBC affiliated digital logistics platform), with varying lead times depending on the location and courier.

To preserve the high quality of our products, we wrap it in a bubble wrap before it is sealed in a pouch. A silica gel is also enclosed for orders containing leather products.

How long will my purchase take to arrive?

Our premium delivery lead times are the following:

Metro Manila – 2 to 3 days

Luzon – 3 to 5 days

Visayas & Mindanao – 4 to 7 days

Same-Day Delivery – 24 hours

International – 3 to 7 days

Excluding holidays, Sundays and certain conditions beyond our control such as customs, unfortuitous events and adverse weather conditions may affect the specified delivery lead time.

Can you ship internationally?

Yes! We have partnered with the world’s leading logistics provider in DHL Express Worldwide to deliver your purchase to any destination around the world.

What happens if I failed to receive my delivery?

Aside from an access to a real-time tracker, our logistics provider will notify you via SMS on the morning of your delivery date so you can better anticipate your order’s arrival.

We also try to deliver your purchase in your stated delivery address’ most convenient time, e.i. office addresses are only delivered on business days (Monday-Friday) during typical office hours (8am-5pm).

However, after two (2) failed delivery attempts, the delivery of your purchase will be rebooked at your expense. A rebooked delivery will also be subject to the standard delivery rates of our logistics provider.

What if I don't receive my order within the specified delivery date?

All shipments, local and overseas, are covered by insurance.

On some occasions where the courier fails to ship your order on the specified delivery date, kindly contact us or the provided courier customer support.

Rest assured, we will coordinate with our courier and update you as often as we can. If you don’t receive your order within 7 days from the last date of the specified delivery lead time, we will replace your order for free.

Payment

What are your payment options?

We offer extensive payment options ranging from cash-on-delivery to seamless online banking payment. But we prefer using any electronic payment methods as it is a safe and convenient way to transact online.

For the most part, cashless transactions also have the benefit of quicker fulfillment of orders because of its automated collection in our system. No inefficient payment verification is needed.

Cash on Delivery – available to deliveries in the Philippines only

Debit/Credit Card – Visa, Mastercard, AMEX or Discover via PayPal or Paymongo

PayPal – secure your payment using an account or as a guest

GCash – make your payment directly from your GCash account via PayMongo or Bux

GrabPay – make your payment directly from your GrabPay account via PayMongo or Bux

Online Banking Payment – log in securely via Bux to your online bank account (BPI, RCBC or UnionBank) and pay electronically.

Direct Bank Transfer – deposit your payment directly to our bank account

Do you accept cash on delivery?

Yes, but this is limited to deliveries within the Philippines only.

For any other locations, we prefer cashless transaction through PayPal, PayMongo or Bux for a more secure and convenient shopping experience.

How do I avail of paying in installments?

TendoPay gives you the convenience to buy now and pay later for all your online purchases with us for as little as 1% interest only. Buying now and paying later does not need your bank account nor your credit history.

Aside from the usual requirements, you only need a valid government ID and proof of income not older than 2 months. The rest of the requirements can be checked here.

To open an account using TendoPay, you must:

  • Be at least 18 years old and possess one government-issued ID.
  • Have a valid e-mail address.
  • Have a valid Philippine mobile number.

You will also need to provide a selfie with your government-issued ID, and a photo of your proof of income. Below is a list of accepted documents:

  • 1 Government ID:
    • Driver’s License
    • Passport
    • SSS ID
    • PRC (Professional Regulation Commission)
    • UMID (Unified Multi-purpose)
  • 1 Selfie with your Government ID
    Make sure to hold the Government ID close to your face and take the selfie in a well-lit area. The photo must be clear.
  • 1 Proof of Income:
    • If you’re employed, a payslip not older than 2 months.
    • If you’re self-employed or a business owner, bank statements within the last 2 months.
How secure is your payment gateway?

PayPal, PayMongo and Bux are safe when you use it to pay for online purchases. These are reputable financial technology companies with enough security and consumer protection in place to keep you relatively safe online.

Data security: Pawdel and PayPal’s website is secure and encrypted. As long as you have a secure connection, any information you exchange is hidden from prying eyes. PayPal uses industry-standard security features that you’d expect from any large financial institution.

A layer of protection: Using PayPal might even be safer than giving your credit card number or bank account information directly to the website you’re buying from. Why? You keep that information in one place—at PayPal—instead of spreading it around everywhere you shop. If something happens, you won’t need to cancel your cards and update all of your automatic billers. You can just secure your PayPal account by changing your password or card number.

Returns and Exchanges

What is your return and exchange policy?

We allow return or exchange of purchased product within 14 days after you receive the delivery. Unfortunately, you’ll have to pay for the return shipping yourself.

That is why we suggest you measure your pet’s size and look up our size description in the product page before you make your purchase final. If you are still unsure of your pet’s size, you can always contact us for guidance.

However, if we ship you a damaged or wrong item, we will replace it and shoulder any shipping costs that should incur after validation as stated in our warranty policy.

What is your warranty policy?

In any event that your purchased product malfunctions or fails to conform to its specifications, we will remedy the purchased product within sixty (60) days after you receive the delivery without additional charge.

This warranty policy is compliant with the warranty provisions of Republic Act no. 7394, otherwise known as the Consumer Act of the Philippines.

Can I exchange or refund a personalized accessory?

All personalized orders are considered final upon performing personalization. Gold monogram or heat stamp personalization is an irreversible process. So we suggest you select your choices carefully before ordering a personalized collar, leash or name tag.

Leather Care

Is it ok if the leather accessory gets wet?

Yes, just like any other leather products such as shoes or bags, our leather pet accessories can unavoidably get wet. While our leather accessories are top-coated with splash-proof wax to keep off occassional splashes of water from penetrating the leather, a soaking wet leather is not always a great idea.

But a soaking wet leather can still be preserved as long as you take immediate care.

What to do if the leather accessory gets soaking wet?

First things first: act fast! Don’t let the leather pet accessory to dry up without following these 3 simple steps:

1. Dry
Gently wipe off any remaining water and allow it to naturally dry to the point of being damp (but not dry).

It is critical to wrap the leather around an empty tissue roll or any similar object to help hold its shape and let it to naturally air dry.

Caution: Avoid drying under the sun or a blow dryer.

2. Condition
While the leather accessory is still damp (slightly wet). Apply a reasonable amount of leather conditioner which you can easily find in the upholstery/automotive section from your favorite hardware store. Gently rub the conditioner onto the surface of the leather and leave it to dry overnight.

The conditioner will penetrate the leather and replenish the natural oils that were stripped when it got wet.

Trivia: The loss of natural oils from a leather is what causes it to get brittle and lose its integrity.

3. Protect
Once dry, apply additional leather conditioner for a second coat as applied in step 2.

For a more detailed restoration, you may apply water and stain repellant, either with the readily available cheaper ones or high-grade alternatives, for complete protection.

How do I clean my pet's leather accessories?

Cleaning your pet’s leather accessories is easy using conventional leather cleaners/conditioners typically found in the upholstery/automotive section of your favorite hardware store. If you prefer a home-made leather cleaning solution, just mix 1 part mild soap with 8 parts water.

Using a clean towel, damp it with the leather cleaning solution and gently rub it on the surface of the leather accessory. It is ideal to clean and condition your pet’s leather accessory every 3 months.

How long would a gold/silver monogram last?

It is natural for gold or silver foil to fade with age or wear and tear. Hygiene, such as thick fur and drooling, and habits, such as scratching their neck frequently, may hasten in rubbing off the foil on the surface of the leather.

But there are also cases of gold/silver monogram lasting over a year. A faded silver/gold monogram will end up as blind deboss over time. If this is of concern to you, you may opt for the blind deboss method instead of gold or silver monogram in the personalization of your pet’s accessory.

Why are there imperfections on the gold or silver monogram personalization?

Due to the textured surface of our grained leather, small breaks may appear on the edges with foil stamping.

Why is my pet's leather accessory having darker shades or discoloration?

People who are fond of leather products particularly cherish its weathered look that comes with regular use and passage of time. For some people with little experience with it, sometimes it’s troubling. But don’t worry. That discoloration is called Leather Patina. It is the hallmark of a high-quality genuine leather. A patina is a soft sheen that develops on the surface of the leather. It is inherently different in every genuine leather product. So it’s safe to say no leather accessories in our pawllection will be alike.

As a beloved pet parent or owner, the unique patina even with the scratches and scuffs that come with normal wear impart a unique character that tells the story of your pet’s mischievous adventures and your bond together. It is the indelible stamp of your pet’s ownership of the collar; a living memory of your pet’s unique story that will definitely outlive them. Think of it as your loved one’s vintage personal belonging, like a watch… Something invaluable you would love to keep from one generation to the next.

Leather Origin

Were there any animals unnecessarily harmed in the production of your leather?

No. We love all animals as much as we love pets.

Since our leather products are only made of cow hide and pig skin, our leather products are a byproduct of the meat industry. Neither endangered nor non-poultry animals are sacrificed in making our products. As for the pork, since the Philippines is a pork skin eating (loving) country, we import it from non-pork skin eating culinaries such as Japan.

We carefully source our leather from reputable tanneries both locally and overseas. That means we ensure that ethical manufacturing practices are being implemented.

Are your leather products environmentally friendly?

Yes. We carefully source our leather from reputable tanneries both locally and overseas. That means we ensure that environmentally responsible manufacturing practices are strictly observed. These are compliant tanneries with proper environmental certificates.

To make matters more environmentally responsible, our main leather products are vegetable-tanned as opposed to the widely adopted chrome-tanning practice. Vegetable-tanned leather uses the natural tannins of tree barks and other natural elements to undergo the tanning process, thereby leaving minimal environmental footprint.

 

What is vegetable-tanned leather?

Vegetable-tanned leather refers to the naturally processed leather that is rare, expensive and artisanal.

Less than 10% of the world’s leather is vegetable-tanned. It takes weeks to make because of its centuries-old artisanal process. It’s rich in character and ages beautifully with patina. It also provides a firm structure that breaks in nicely with wear. Above all, it has that natural aroma that is the hallmark of an expensive luxury leather.

Ultimately, these factors are what makes vegetable-tanned leather highly valuable.

Still need help? Send us a note!

For any other questions, please write us at hello@pawdel.ph or call us on +63 917 837 6633.