Customer Support

1. What Is the Hero VIP Club and How Does It Work?

The Hero VIP Club is our monthly membership program designed for people who want to make a real and consistent difference in the lives of abandoned dogs worldwide. When you join the Hero VIP Club you become a direct lifeline for 30 abandoned dogs every single month. Your membership funds daily meals at our 100+ feeding locations worldwide, covers emergency medical care when dogs are injured or sick, and supports our rehoming efforts to help abandoned dogs find a forever home. Every month your membership automatically renews and your impact continues. You are not just donating — you are becoming a permanent part of our mission to end dog starvation one meal at a time.

2. How Much Does the Hero VIP Club Cost and Can I Cancel Anytime?

The Hero VIP Club membership is $29.99 per month. There are no hidden fees, no long term contracts and no complicated cancellation processes. You can cancel your membership at any time with a single click directly from your account dashboard or by contacting our support team. We believe your support should always be a choice and never an obligation. If you ever need to pause or cancel we will take care of it immediately with no questions asked. We are grateful for every single month you are with us and every month you stay means 30 more dogs get fed.

3. What Do I Actually Receive as a Hero VIP Member?

As a Hero VIP Member you receive monthly photo and video updates showing the actual dogs being fed at our feeding locations around the world. These are real unfiltered updates from our volunteers on the ground — showing you exactly where your money goes and the real lives being changed because of your support. You will see the dogs you are feeding. You will see their faces, their progress and their transformations. No guessing. No wondering. Just real transparent proof of your impact every single month delivered directly to your inbox.

4. How Do I Know My Money Is Actually Going to the Dogs?

We understand that trust is everything when it comes to supporting a cause. That is why transparency is at the absolute core of everything we do at Saving The Paws. Every single month our volunteers document their feeding operations with real photos and videos from our 100+ feeding locations worldwide. These updates are sent directly to every supporter so you can see with your own eyes exactly where your money goes. Since 2020 we have fed over 130,000 dogs across multiple countries and every single one of those meals has been documented and verified by our volunteer network on the ground.

5. What Happens to the Dogs After They Are Fed — Do They Find Homes?

Feeding abandoned dogs is just the beginning of what we do. Our mission goes beyond providing daily meals. Our volunteer network actively works to rehabilitate abandoned dogs and connect them with rescue organizations and loving families who can give them a forever home. While not every dog we feed will find a home immediately our consistent presence at feeding locations means we build relationships with these dogs over time — gaining their trust, monitoring their health and giving them the best possible chance at a better life. Every dog we feed is one step closer to safety, health and eventually a family to call their own.

1. How Long Does Shipping Take?

We process all orders within 1-3 business days of receiving them. Once your order has been processed and dispatched you will receive a confirmation email with your tracking number so you can follow your package every step of the way. Standard shipping within the United States typically takes 5-7 business days. Shipping to Canada typically takes 7-14 business days. During peak periods such as holidays or special promotions processing times may be slightly longer but we always do everything we can to get your order to you as quickly as possible. If you have not received your tracking information within 3 business days of placing your order please contact our support team and we will look into it immediately.

2. Where Do You Ship?

We currently ship to the United States and Canada. We are working hard to expand our shipping to more countries in the future so that dog lovers everywhere can support our mission. If you are based outside of the US or Canada please follow us on social media and sign up to our email list to be the first to know when we expand shipping to your country. We appreciate your patience and your support for our mission means the world to us regardless of where you are in the world.

3. How Do I Track My Order?

Once your order has been shipped you will receive an automatic email confirmation containing your unique tracking number and a direct link to track your package in real time. Simply click the link in your email or enter your tracking number on our website to see exactly where your order is at any given moment. If you have not received your tracking email please check your spam or junk folder first. If it is not there please contact our support team with your order number and we will provide your tracking information immediately.

4. What Do I Do If My Order Arrives Damaged or Is Lost in Transit?

We take full responsibility for making sure your order arrives safely and in perfect condition. If your order arrives damaged, defective or is lost in transit please contact our support team within 14 days of your expected delivery date. Send us a photo of the damaged item along with your order number and we will send you a free replacement immediately at no extra cost. We stand fully behind every product we sell and we will always make it right. Your satisfaction and trust mean everything to us and we will never leave you without a resolution.

5. Can I Change or Cancel My Order After Placing It?

We process orders quickly to make sure they reach you as fast as possible. If you need to make a change or cancel your order please contact our support team immediately after placing it. If your order has not yet been processed we will do our best to accommodate your request. However if your order has already been dispatched we are unfortunately unable to make changes or cancel it at that stage. In that case once you receive your order you are welcome to initiate a return or exchange through our returns process. Please always double check your shipping address and order details before completing your purchase to avoid any issues.

1. What Is Your Return Policy?

We want you to be completely happy with your Saving The Paws purchase. If for any reason you are not satisfied with your order you can return it within 30 days of receiving it for a full refund or exchange. Items must be unworn, unwashed and in their original condition with all tags attached. To initiate a return simply contact our support team with your order number and the reason for your return and we will guide you through the process step by step. Please note that return shipping costs are the responsibility of the customer unless the item arrived damaged or defective in which case we will cover all return shipping costs and send you a replacement immediately at no extra cost.

2. How Long Does It Take to Receive My Refund?

Once we receive your returned item and confirm it meets our return conditions your refund will be processed within 3-5 business days. You will receive a confirmation email as soon as your refund has been issued. Please note that depending on your bank or payment provider it may take an additional 3-7 business days for the refund to appear in your account. If you have not received your refund after 10 business days from your confirmation email please contact our support team and we will investigate immediately.

3. Can I Exchange My Item for a Different Size or Color?

Absolutely. If you ordered the wrong size or would like a different color we are happy to exchange your item within 30 days of receiving your order. Simply contact our support team with your order number, the item you would like to exchange and the size or color you would like instead. If the item you want is in stock we will process your exchange as quickly as possible. If the item is out of stock we will notify you immediately and offer you a full refund or alternative options. Please note that items must be unworn, unwashed and in their original condition to qualify for an exchange.

4. What If I Received the Wrong Item?

If you received an incorrect item in your order we sincerely apologize for the inconvenience. Please contact our support team within 14 days of receiving your order and include your order number and a photo of the incorrect item. We will arrange for the correct item to be sent to you immediately at absolutely no extra cost and we will cover all return shipping costs for the incorrect item. We take full responsibility for any errors on our end and we will always make it right as quickly as possible.

5. Can I Cancel My Order?

If you need to cancel your order please contact our support team as soon as possible after placing it. If your order has not yet been processed we will cancel it immediately and issue you a full refund. However if your order has already been dispatched we are unfortunately unable to cancel it at that stage. In that case please wait for your order to arrive and then contact our support team to initiate a return for a full refund. We process orders quickly so please always reach out to us immediately if you need to make any changes.

1. What Is Saving The Paws and How Did It Start?

Saving The Paws is a social enterprise founded in 2020 with one simple but powerful mission — to end dog starvation one meal at a time. What started as a small operation with a handful of dedicated volunteers has grown into a global feeding network spanning over 100 feeding locations across multiple countries. We create and sell handcrafted jewelry and apparel where every single purchase directly funds meals for abandoned dogs on the streets. Every bracelet purchased funds 22 meals for abandoned dogs. Since 2020 we have fed over 130,000 dogs and we are just getting started. We are not a traditional charity — we are a mission driven business that believes in turning purchases into impact.

2. Are You a Legitimate Organization and Can I Trust You?

Absolutely. We understand that trust is everything when it comes to supporting a cause and we take that responsibility incredibly seriously. Since 2020 we have been transparently documenting every single feeding operation through real photos and videos from our volunteers on the ground. Every supporter receives monthly photo updates showing the actual dogs being fed at our feeding locations around the world. You will never have to wonder where your money goes because we show you exactly where every dollar ends up. Our volunteer network operates across 100+ feeding locations worldwide and our track record of feeding over 130,000 dogs since 2020 speaks for itself.

3. How Does My Purchase Actually Help Abandoned Dogs?

Every purchase you make at Saving The Paws directly funds our feeding operations for abandoned dogs worldwide. Here is exactly how it works — when you purchase a bracelet from our store the proceeds fund 22 meals for abandoned dogs at our feeding locations. Our network of dedicated volunteers takes those funds and personally delivers hot nutritious meals directly to abandoned dogs on the streets every single day. A portion of every purchase also goes toward emergency medical care for injured or sick dogs and our rehoming efforts to help abandoned dogs find a forever home. Your purchase does not just look good — it saves lives.

4. Who Are Your Volunteers and How Do They Operate?

Our volunteers are everyday animal lovers based in communities around the world who dedicate their time and energy to making sure abandoned dogs do not go hungry. They operate across 100+ feeding locations in multiple countries showing up every single day regardless of the weather to deliver hot nutritious meals directly to the streets where abandoned dogs are struggling to survive. Our volunteers are the heart and soul of Saving The Paws. Without them none of this would be possible. Every volunteer is vetted and committed to our mission of transparency and consistent care for every dog in our network.

5. How Do I Know My Purchase Is Being Used Responsibly?

Transparency is not just a buzzword for us — it is the foundation of everything we do. We believe every supporter deserves to see exactly where their money goes and that is why we send monthly photo and video updates to every single supporter showing the real dogs being fed through our programs. No stock images. No staged content. Just real unfiltered footage from our volunteers on the ground showing the actual impact of your support. We have been doing this consistently since 2020 and our community of supporters continues to grow because they can see with their own eyes that their support is making a real difference every single month.

1. Where Are Your Products Made?

All of our jewelry is handcrafted right here in the United States. Every single bracelet and necklace is made by hand with care and attention to detail ensuring you receive a high quality product you can wear with pride. Our apparel including hoodies, t-shirts and sweatshirts is also manufactured in the United States. We are committed to supporting local craftsmanship and American manufacturing while funding our global mission to end dog starvation. When you purchase from Saving The Paws you are supporting both American workers and abandoned dogs around the world.

2. Are Your Products High Quality?

Absolutely. We take pride in creating products that are not only meaningful but also built to last. Our handcrafted bracelets and necklaces are made with durable high quality materials designed to withstand daily wear. Our apparel is made from soft comfortable fabrics that hold up wash after wash. We stand behind every product we sell and if you ever receive an item that does not meet your expectations we will replace it or refund you immediately. Quality matters to us because when you wear Saving The Paws you are representing our mission and we want you to feel proud doing it.

3. Can I Customize or Personalize My Jewelry?

At this time we do not offer custom or personalized jewelry options. All of our bracelets and necklaces come in the designs shown on our website. However we are always working on new designs and collections inspired by our community and the dogs we serve. If you have a specific design idea or request please feel free to reach out to our support team and share your thoughts. We love hearing from our community and your feedback helps shape the products we create in the future.

4. What Materials Are Used in Your Jewelry?

Our jewelry is handcrafted using high quality natural stone beads, durable elastic cord and metal charms designed to last. We carefully source materials that are both beautiful and long lasting so your bracelet or necklace can be worn daily while still looking great. Every piece is assembled by hand in the United States with attention to detail and care. If you have specific questions about the materials in a particular product please contact our support team and we will be happy to provide more details.

5. How Should I Care for My Jewelry and Apparel?

To keep your handcrafted jewelry looking its best we recommend removing it before showering, swimming or exercising. Store your bracelets and necklaces in a cool dry place when not wearing them to prevent damage. Avoid exposing your jewelry to harsh chemicals, perfumes or lotions. For our apparel we recommend washing inside out in cold water and tumble drying on low heat or hanging to dry. Following these simple care instructions will help your Saving The Paws products last longer so you can continue wearing your support proudly for years to come.