Frequently Asked Questions

Questions You Might Be Wondering About..

  • What's the difference between the two ramps?

    The difference between the two PawRamps comes down to size; the size of your furniture and the size of the area where you'll use the ramp.

    The PawRamp is 40 inches (100cm) in length and 16 inches (40cm) wide. There are four adjustable heights at:
    12 inches (30cm)
    16 inches (40cm)
    20 inches (50cm)
    24 inches (60cm)
    The bearings and support of the PawRamp have been tested to hold weights of up to 77lbs (35kg) and the ramp itself weighs 11lbs

    The PawRamp Lite is 32.5 inches (82cm) in length and 14 inches (35cm) wide. The PawRamp Lite has two adjustable heights at:
    12 inches (30cm)
    16 inches (40cm)
    The bearings and support of the PawRamp Lite have been tested to hold weights of up to to 66lbs (30kg) and the ramp itself weighs 8lbs

  • How do I train my dog to use the ramp?

    Although most dogs take to our ramps right away, it may take other dogs a little longer! Here’s a helpful blog with great tips for training your dog to use the ramp: https://pawramp.com/blogs/news/how-to-train-your-dog-to-use-a-dog-ramp
    Feel free to reach out to us at support@pawramp.com with any remaining questions.

  • How do I return my ramp?

    We love our ramps and believe they are essential for your dog's safety. However, we understand that it may not work in your living space, or wasn't quite what you were looking for. That's why we accept returns under the following conditions:

    • Shipped out within 30 days of receiving the product
    • In original packaging with no damage to the item(s)

    In order to return, please email our support team at support@pawramp.com with the following information:

    • Order Number
    • If you are requesting a refund or exchange
    • If you are exchanging please note the item you wish to receive

    After 1-2 business days, we will respond with your return label. Please use that label to send the product back to us. As soon as we receive your return, we will process a refund of your order back onto your original form of payment, excluding a flat fee for reshipping. You are more than welcome to provide your own shipping label if you find the price better accommodating for you. Our shipping fee is subject to the size and weight of the item returned.
    Thank you!

  • How come I received my tracking number, but it still hasn't shipped out?

    We’re currently in communication with our warehouses about this issue. It is recently taking 7-10 business for select orders to ship out after receiving a tracking number. We apologize for this inconvenience and truly appreciate your patience!

  • My tracking says “delivered”, but I never got it

    For reasons we do not know, the shipping carriers have recently scanned our labels as "delivered", yet it has taken up to 5 business days for customers to actually receive the item. Although this situation is our of our control, we are looking into how to help prevent it from continuing to happen.

  • Why is there a reshipping fee?

    We want to ensure that we give you a less expensive shipping option than the carrier offers you. Since our warehouses work directly with the carriers, they allow us to create shipping labels at a lesser price. Each reshipping fee will vary, depending on the size and weight of the item you wish to return. Just let our support team know if you prefer to ship with your own label and we will make sure to waive the fee when processing your return.

  • I forgot to apply my discount code!

    Our support team is more than happy to apply your discount code, post transaction! Email our support team at support@pawramp.com and we will process your discount within 2 business days. Please note that multiple discounts cannot be applied to a transaction, but we will do our best to accommodate your request.

  • How long do I have to cancel my order?

    We're sorry to hear you wish to cancel your order! However, we can help you with this as long as your order has yet to be shipped out. We unfortunately have no way of stopping the shipment once the carrier has picked it up from our warehouse. Email our support team at support@pawramp.com immediately and we'll get back to you as soon as we can! Response time may take up to 2 business days. We appreciate your understanding and value your patience!

  • My ramp seems to be defective. What should I do?

    Please email photos of the defective item to support@pawramp.com and our support team will respond within 2 business days. We are more than happy to send you a replacement. Please dispose of the broken item at your own convenience, as we are unable to restock broken items.

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