Frequently Asked Questions - FAQ

FREQUENTLY ASKED QUESTIONS - FAQ

Last Updated: February 3, 2026

💳 PAYMENT & CURRENCY

❓ Why are payments processed in Turkish Lira (TRY)?

Answer: All payments are processed in Turkish Lira (TRY) through our secure payment gateway, iyzico, which is based in Turkey.

At checkout, the total payable amount in TRY is clearly shown before you complete your purchase. Your bank will automatically convert the TRY amount to USD using its own exchange rate.

Important: You may see a small currency conversion fee (typically 1–3%) on your bank statement. This fee is determined by your bank, not by Pawenex. The final exchange rate and any conversion fees are set by your card issuer at the time of the transaction.

❓ Will I be charged extra fees?

Answer: Pawenex does not charge any additional fees beyond the product price shown at checkout. Shipping is FREE on all orders to the United States.

However, your bank may apply a currency conversion or international transaction fee according to its own policies (typically 1-3%).

What's included in your order:

  • Product price
  • FREE shipping
  • All customs duties and import taxes (DDP - Delivered Duty Paid)

You will NOT be charged:

  • Customs fees upon delivery
  • Import taxes
  • Additional handling fees

❓ Is this payment method secure?

Answer: Yes, absolutely. All payments are securely processed via iyzico, a PCI-DSS certified payment provider. Your payment information is encrypted and protected using industry-standard security technologies.

Security features:

  • SSL encryption
  • PCI DSS compliant
  • Secure checkout
  • We never store your credit card information

❓ Can I pay in USD?

Answer: Currently, all payments are processed in Turkish Lira (TRY). Your bank will automatically convert the amount to USD based on the exchange rate at the time of purchase.

We display approximate USD prices on our website for your convenience, but the final charge will be in TRY and converted by your bank.

❓ What payment methods do you accept?

Answer: We accept major credit and debit cards including:

  • Visa
  • Mastercard
  • American Express

All payments are processed through our secure payment processor, iyzico.

❓ When will I be charged?

Answer: Your card will be charged immediately once you complete your order. You will receive an order confirmation email after successful payment.

❓ Do you store my credit card information?

Answer: No. We do not store any credit card information. All payment data is securely processed and stored by our PCI-DSS certified payment provider, iyzico.

📦 SHIPPING & DELIVERY

❓ How long does shipping take?

Answer: For US customers:

  • Processing time: 1–2 business days
  • Delivery time: 15–30 business days after order confirmation
  • Shipping method: International standard shipping
  • Tracking: Provided once your order ships

Delivery times may vary based on logistics providers and customs processing.

❓ Do you ship internationally?

Answer: We currently ship to the United States only.

❓ How much does shipping cost?

Answer: Shipping is FREE on all orders to the United States! 🎉

❓ Are customs duties and import taxes included?

Answer: Yes! All customs duties and import taxes are included in your order price (DDP - Delivered Duty Paid).

You will NOT be charged:

  • Customs fees upon delivery
  • Import taxes
  • Additional handling fees

Everything is included in the price you see at checkout.

❓ How can I track my order?

Answer: Once your order ships, you will receive a tracking number via email so you can follow your shipment's progress.

Tracking tips:

  • Allow 24-48 hours for tracking information to become active
  • Check your spam/junk folder if you don't see the tracking email
  • Contact us at ozlememirler@pawenex.com if you need assistance

❓ What if my package is lost or damaged?

Answer: Lost packages:

  • If tracking shows "delivered" but you haven't received it, wait 24-48 hours
  • Check with neighbors or building management
  • Contact us at ozlememirler@pawenex.com and we'll file a claim with the carrier

Damaged packages:

  • Take photos of the damage immediately
  • Do not discard packaging materials
  • Contact us at ozlememirler@pawenex.com with photos
  • We'll arrange a replacement or full refund

🔄 RETURNS & REFUNDS

❓ What is your return policy?

Answer: We accept return requests within 30 days of delivery for unused items in their original packaging.

Return conditions:

  • Item must be unused and in original packaging
  • All tags and accessories must be intact
  • Item must be in hygienic condition
  • Return must include invoice or order number

How to initiate a return:

  1. Email us at ozlememirler@pawenex.com
  2. Include your order number and reason for return
  3. Wait for return authorization approval
  4. Ship the item back using a trackable shipping method
  5. Send us the tracking number

❓ How long do refunds take?

Answer: Refunds are processed within 14 business days after the returned item is received and inspected.

Refund process:

  • Refund issued to your original payment method
  • IMPORTANT: Refunds are processed in TRY and converted to USD by your bank
  • Currency conversion fees may apply

❓ Who pays for return shipping?

Answer:

  • Customer's responsibility: For standard returns
  • Seller's responsibility: For defective or incorrectly shipped items

Return shipping typically costs $15-30 depending on the carrier and service level.

❓ What items cannot be returned?

Answer: For hygiene reasons, opened or used pet products cannot be returned.

📞 CUSTOMER SUPPORT

❓ How can I contact customer support?

Answer: You can reach us at:

📧 Email: ozlememirler@pawenex.com 📞 Phone: +90 538 367 7139 Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (Turkey Time / GMT+3) Response Time: We typically respond within 24–48 hours

❓ Do you offer customer support in English?

Answer: Yes! We provide customer support in English for all our US customers.

❓ What are your business hours?

Answer: Monday – Friday: 9:00 AM – 6:00 PM (Turkey Time / GMT+3) Closed: Weekends and Turkish public holidays

Note: Turkey Time is 8 hours ahead of US Eastern Time (EST) and 11 hours ahead of US Pacific Time (PST).

🐾 PRODUCTS

❓ Are your products safe for pets?

Answer: Yes! All our products are carefully selected for quality, durability, and safety. We only offer products that meet international safety standards for pet accessories.

❓ What products do you sell?

Answer: We specialize in pet safety accessories including:

  • LED Light-Up Dog Collars
  • Adjustable Dog Seat Belts for Cars
  • LED Safety Lights

All products are designed to keep your pet safe and visible.

❓ Do you offer product warranties?

Answer: Products are sold "as is" and "as available." However, if you receive a defective or damaged item, we will provide a replacement or full refund.

🔒 PRIVACY & SECURITY

❓ How do you protect my personal information?

Answer: We are committed to protecting your privacy and comply with:

  • California Consumer Privacy Act (CCPA)
  • Other applicable US state privacy laws

For detailed information, please see our Privacy Policy.

❓ Do you sell my personal information?

Answer: No. We do not sell or share your personal information for monetary or other valuable consideration.

📧 STILL HAVE QUESTIONS?

If you can't find the answer you're looking for, please contact us:

📧 Email: ozlememirler@pawenex.com 📞 Phone: +90 538 367 7139

We're here to help! 🐾