Find answers to common questions
Everything you need to know about our products, ordering, and aftercare.
Who is Noah & Paw?
Noah & Paw makes premium essentials for dogs: orthopedic beds, stairs and ramps, crates, slings and carriers, car seats, life jackets, collars and leashes. Our goal is simple: pieces that look good in your home, hold up to everyday life and are made with your dog's comfort in mind.
How can I reach you?
Write to us at support@noahandpaw.com or use our Contact page. Our team replies within 24 hours on business days. We do not offer live chat at the moment.
Do you have a physical store?
No, we are an online brand. You can shop with us here at noahandpaw.com, and you can also find our products on marketplaces such as Amazon, Chewy, Walmart and Woot.
I bought on Amazon, Chewy, Walmart or Woot. Who do I contact?
Please contact the marketplace you ordered from. Returns, refunds and claims for marketplace orders are handled through that marketplace's own system, which keeps everything about your order in one place. The policies on this page apply to orders placed on noahandpaw.com.
I see a charge I don't recognise. Is it from you?
Please check the brand name on the charge or order email carefully. Some other pet companies have names that sound similar to ours, and we often hear from customers whose order was actually placed with a different brand. If the charge does say Noah & Paw, write to support@noahandpaw.com and we will look into it right away.
How do I know my order went through?
As soon as your order is placed you will receive a confirmation email with your order number and a summary of what you bought. If it hasn't arrived within a few minutes, check your spam folder or write to us.
Can I change or cancel my order?
Orders can be changed or cancelled within 2 hours of purchase. Email support@noahandpaw.com as soon as possible with your order number and what you would like to change.
How do I change or confirm my shipping address?
Email support@noahandpaw.com with your order number and the correct address, and we will be happy to help. The sooner you write, the better the chance we can update it before your order ships.
My order was cancelled, or an item went out of stock after I ordered.
We are sorry about that. Please contact support@noahandpaw.com with your order number and we will be happy to help and go over your options.
What payment methods do you accept?
We accept credit and debit cards, Shop Pay, Apple Pay and Google Pay. The exact options available for your order are shown at checkout.
Is my payment information secure?
Yes. Payments are processed through Shopify's secure, encrypted checkout. We never see or store your full card details.
Where do you ship?
We ship to all 50 US states. We are not able to ship to PO Boxes. International customers can find our products on Amazon.
How much does shipping cost?
Standard shipping is free on every order, with no minimum. Any faster paid options available for your order are shown at checkout.
When will my order ship?
We prepare each order within 1 to 2 business days, and most orders travel with UPS. You will receive a tracking link by email once your order is on its way.
My order arrived damaged or never arrived.
Let us know at support@noahandpaw.com within 1 week of the delivery date. We will check the details with the carrier and make it right with you.
An item arrived missing a part, the wrong item arrived, or the size is wrong.
Please contact support@noahandpaw.com with your order number and a few photos, and we will be happy to help.
What is your return policy?
You have 30 days from delivery to return any item, used or unused. Email support@noahandpaw.com and we will guide you through it. We cover the return shipping, and every product is backed by our 100% Money Back Guarantee.
How do I return a large bed that has already expanded?
No need to squeeze it back into the box. We arrange for the carrier to pick it up from your home, whatever the size. Simply wrap it in a large bag and hand it over.
Can I exchange for a different size or color?
Yes, exchanges and store credit are both possible. Write to support@noahandpaw.com with your order number and the size or color you would like, and we will let you know what we can do.
When will I receive my refund?
We issue your refund as soon as the returned item reaches our warehouse.
Is there a warranty?
Every product carries a 30 day warranty. If something goes wrong after that, please still write to support@noahandpaw.com. We look at every case individually.
Something on my item is faulty (a seam, zipper, strap, buckle or frame bar). What should I do?
We are sorry to hear it. Please email support@noahandpaw.com with your order number, a screenshot of your order details, a few photos of the issue and your current shipping address. The photos help our quality control team see exactly what happened so we can sort it out quickly.
Do you sell replacement parts or covers?
Yes, when we have them in stock. This includes crate parts, car seat buckles, straps and zipper pulls, and replacement stairs covers. Email support@noahandpaw.com with your order number and the part you need.
How do I set up my new bed?
Unpack the bed and let the foam expand. It takes shape within about 10 minutes, and reaches its full shape, like in our photos, within 3 days to 1 week. Any creases in the fabric from packing smooth out over the same time. The egg crate side of the foam faces up.
Does the bed have a non-slip bottom?
Yes, every bed has a non-slip bottom to keep it in place on your floor.
Will the bed stand up to chewing, digging and scratching?
Our beds are made to handle digging and scratching, but they are not designed for chewers. If your dog likes to chew, we recommend supervising them on the bed.
Can you make a custom size?
We don't offer custom sizes at the moment. You can find all available sizes and their measurements on each product page.
When will a sold out bed size or color be back?
New stock of our beds usually arrives within 1 to 2 months. Write to support@noahandpaw.com and tell us which bed, size and color you are waiting for.
Will the foam flatten over time?
No. Our stairs are built from very thick, high density foam made to keep its thickness for the life of the stairs, even with heavier dogs.
How do I fit the stairs cover?
Follow the assembly card that comes in the box. The inner vinyl cover should stay on the foam: it is there to protect it.
Can my dog chew through the crate?
No soft crate is chew proof. Based on customer feedback we have updated our crate with a stronger net and easier assembly. If a part does get damaged, replacement parts are available while in stock.
Is the crate cover separate from the frame?
Yes. The cover comes off the frame bars, and the floor mat and side panels are made as one piece. If you need a replacement cover, email support@noahandpaw.com and we will be happy to provide one.
Can the sling be worn on either side?
Most of our slings can be worn on either side. The Zipper sling is the exception: its strap has a twist by design, so it is worn on the right side only. If you prefer the left side, choose one of our other slings.
When will a sold out sling be back?
Write to support@noahandpaw.com and tell us which sling, size and color you are looking for, and we will happily check for you.
How do I clean the foam?
The water resistant inner lining protects the foam. If it does need cleaning, spot clean with a damp cloth and mild soap, then let it air dry completely out of direct sunlight.
How can I order wholesale?
All our wholesale orders are handled through Faire. Visit our wholesale shop at noahandpaw.faire.com to see the full collection and place your order.
