Contact information
Last Updated: July 2026
Welcome to Pawsera
At Pawsera.store, we believe that exceptional customer care is just as important as the comfort products we create for pets. Inspired by the calm, functional, and welcoming values of the Scandinavian Pet Lifestyle, our goal is to provide every customer with professional, friendly, and reliable support throughout every stage of their shopping experience.
Whether you have questions before placing an order, need assistance tracking a shipment, require help with returns, or simply want recommendations for choosing the right product for your pet, our Customer Care Team is always ready to assist.
We value clear communication, honest service, and long-term relationships with every pet family who shops with Pawsera.
Our Commitment to Customer Care
Every interaction matters.
Our support philosophy is built around five simple principles:
- Friendly communication
- Fast responses
- Honest information
- Fair solutions
- Customer satisfaction
We understand that when you purchase products for your beloved pet, you expect quality products supported by dependable service.
Our team works hard every day to provide exactly that.
Contact Details
Pawsera.store
Business Address
2065 Sherbrooke St W
Montreal, Quebec H3H 1G6
Canada
Customer Support Email
Telephone
(780) 413-7550
Customer Support Hours
Our support specialists are available throughout the week to answer your questions and assist with your orders.
Monday – Friday
9:00 AM – 6:00 PM
Saturday
10:00 AM – 4:00 PM
Sunday & Public Holidays
Closed
Messages received outside business hours will be answered as soon as possible on the next business day.
Before You Contact Us
To help us provide the fastest possible assistance, please include as much relevant information as possible in your message.
Helpful information includes:
- Your full name
- Order number
- Email used for purchase
- Product name
- Brief description of your request
- Photos when reporting damaged or defective items
- Tracking number if applicable
Providing complete information allows us to resolve most inquiries more efficiently.
We Can Help You With
Our Customer Care Team is happy to assist with a wide variety of questions and requests, including:
Product Information
Need help choosing the right product?
We can provide additional information about:
- Pet beds
- Cooling mats
- Plush beds
- Calming beds
- Seasonal comfort products
- Pet accessories
Our goal is to help you find the most suitable product for your pet's size, sleeping habits, and lifestyle.
Order Status
If you have already placed an order, we can help with:
- Order confirmation
- Processing updates
- Shipment status
- Tracking assistance
- Delivery estimates
Whenever possible, we will provide the latest available shipping information.
Shipping Questions
Our support team can assist with:
- Delivery times
- International shipping
- Tracking information
- Shipping updates
- Address corrections before dispatch
- Shipping availability
If your package is delayed, we will work with our shipping partners to help identify its status.
Returns & Refunds
If something isn't quite right with your purchase, we're here to help.
Our team can guide you through:
- Return requests
- Refund eligibility
- Replacement products
- Exchange options
- Return instructions
We strive to make every return process fair, transparent, and straightforward.
Product Care
Many customers ask how to properly care for their pet products.
We are happy to provide guidance regarding:
- Cleaning instructions
- Washing recommendations
- Storage tips
- Product maintenance
- Longevity recommendations
Proper care helps maximize comfort and extend the life of your purchase.
Damaged or Incorrect Orders
Although every order is carefully inspected before shipment, mistakes or shipping damage can occasionally occur.
If you receive:
- The wrong product
- A damaged item
- Missing accessories
- Manufacturing defects
please contact us as soon as possible.
Our team will review your request promptly and work toward an appropriate solution.
Response Time
We understand that timely communication is important.
Our typical response times are:
General inquiries
Within 24 business hours
Order-related questions
Within 24–48 business hours
Return requests
Within 1–3 business days
Shipping investigations
Dependent on carrier response times
During holidays or major promotional events, response times may be slightly longer than usual.
Communication Philosophy
At Pawsera, customer service is never automated simply for convenience.
Every inquiry is reviewed carefully by a member of our support team.
Our approach is inspired by Scandinavian values:
- Simplicity
- Respect
- Transparency
- Practicality
- Long-term trust
We believe honest communication creates lasting customer relationships.
Product Advice
Every pet is unique.
Different breeds, ages, sleeping habits, and personalities often require different comfort solutions.
If you're unsure which product is best, our team can help you choose based on factors such as:
- Pet size
- Weight
- Sleeping position
- Climate
- Indoor lifestyle
- Seasonal comfort needs
We are always happy to offer recommendations before you place an order.
Our Promise
When you contact Pawsera, you can expect:
Professional communication
Respectful service
Clear explanations
Helpful recommendations
Fair problem resolution
Continuous support before and after your purchase
Customer satisfaction remains one of our highest priorities.
International Customers
Pawsera proudly serves customers around the world.
Regardless of where you live, our support team is committed to providing the same high level of service.
Please note that response times may vary slightly depending on:
- Time zones
- Local holidays
- International shipping schedules
We appreciate your patience and understanding.
Feedback & Suggestions
We genuinely value customer feedback.
Your comments help us improve:
- Product quality
- Website experience
- Shipping services
- Customer support
- Future product development
Whether your experience was positive or there is something we could do better, we welcome your thoughts.
Constructive feedback helps us continue growing as a trusted pet comfort brand.
Business Partnerships
If you are interested in discussing:
- Business partnerships
- Wholesale opportunities
- Brand collaborations
- Media inquiries
- Corporate purchases
please contact us using the email address listed above.
Our team will direct your inquiry to the appropriate department.
Privacy & Security
Any personal information you provide when contacting Pawsera is handled responsibly and used only for legitimate customer service purposes.
Information may be used to:
- Verify orders
- Respond to inquiries
- Process returns
- Improve customer support
- Comply with applicable legal requirements
We never ask customers to share sensitive payment information through email.
If you ever receive suspicious communication claiming to represent Pawsera, please contact us immediately.
Our Customer Care Philosophy
Pawsera was created with one simple goal:
To make everyday life more comfortable for pets and easier for the people who love them.
That philosophy extends beyond our products.
Every email we answer, every order we prepare, and every customer we assist reflects our commitment to thoughtful service inspired by Scandinavian simplicity.
We believe shopping should feel calm, reliable, and enjoyable—not stressful.
From your very first visit to our website to the moment your pet settles into a new bed or cooling mat, we want every experience with Pawsera to reflect care, quality, and trust.
Contact Us
We would love to hear from you.
Whether you need assistance, have a question, or simply want to share your experience, our team is always here to help.
Pawsera.store
Business Address
2065 Sherbrooke St W
Montreal, Quebec H3H 1G6
Canada
Phone
(780) 413-7550
Thank you for choosing Pawsera.store. We are honoured to be part of your pet's journey toward greater comfort, better rest, and happier everyday living. Our promise is to provide not only thoughtfully selected products, but also dependable customer support that reflects the warmth, simplicity, and trust at the heart of the Scandinavian Pet Lifestyle.