Question 1

How does the SmartPaw subscription work?

Accepted Answer

You register, pick your products and a delivery cadence (weekly, bi-weekly or monthly). We deliver to your door on schedule. You can pause, skip or change products any time.

Question 2

How much does it cost?

Accepted Answer

Plans start from 0 GEL/month (Free plan) up to 150 GEL/month for the Free + Feeder bundle, plus a 15 GEL flat fee on the Custom Delivery plan. See the Plans page for the full breakdown.

Question 3

Can I pause or cancel?

Accepted Answer

Yes — any time, no questions asked. Pause for a vacation, cancel if you move. No long contracts, no exit fees.

Question 4

Do you offer a multi-pet discount?

Accepted Answer

Yes — we tailor multi-pet pricing on the Custom Delivery plan. WhatsApp us with the number of pets and their profiles and we’ll send a quote.

Question 5

Can I gift a SmartPaw plan?

Accepted Answer

Yes. We can prepay a 1, 3 or 6-month plan as a gift — message us on WhatsApp with the recipient’s pet profile.

Question 6

Where do you deliver?

Accepted Answer

Across every district in Tbilisi. We’ll expand to other Georgian cities — register to be notified when we launch in yours.

Question 7

Is delivery really free?

Accepted Answer

Yes, on every plan, in every district of Tbilisi. There are no minimum-order fees and no fuel surcharges.

Question 8

How will I know when my box is on the way?

Accepted Answer

You’ll get a WhatsApp message about an hour before our courier arrives, with their name and ETA. Same courier where possible, to keep things calm for your pet.

Question 9

What if no one is home?

Accepted Answer

Pick a 2-hour delivery window when you sign up, or tell us to leave the box at your door — your call.

Question 10

Can I change my delivery date?

Accepted Answer

Yes. Skip, delay or rush any individual delivery from WhatsApp up to 24 hours before the scheduled date.

Question 11

Are your brands vet-approved?

Accepted Answer

Yes. Every brand on our shelf is one a Tbilisi vet would recommend — no diet fads, no gimmicks. Our Head of Vet Partnerships, Nina, reviews every shelf before it ships.

Question 12

What if my pet doesn’t like a product?

Accepted Answer

Tell us and we’ll swap it on your next delivery at no extra cost. We track what your pet actually eats and refine the box over time.

Question 13

Do you stock prescription diets?

Accepted Answer

Yes — renal, urinary, weight management, sensitivity and hypoallergenic lines from Royal Canin, Hill’s and Purina Pro Plan. Share the vet prescription on WhatsApp and we’ll add it to your plan.

Question 14

Do you sell only food?

Accepted Answer

No. We also stock hygiene basics, vitamins, toys, accessories and tech. The Special Offers page has the full Toys, Innovation & Tech and Services shelves.

Question 15

Where do your brands come from?

Accepted Answer

Most of our food and hygiene lines are sourced through official European distributors (Royal Canin, Hill’s, Acana, Orijen, Beaphar, Virbac). Tech and accessories come from authorised regional partners. Every SKU is sealed, in date, and stored in temperature-controlled warehousing.

Question 16

What is the free SmartPaw Feeder?

Accepted Answer

A programmable smart feeder that portions meals automatically. It ships free with eligible plans (currently the 150 GEL/month bundle) — keep it as long as your subscription is active.

Question 17

Who installs and sets up the Feeder?

Accepted Answer

Our courier sets it up on first delivery if you’d like, or you can do it yourself in about 5 minutes — every Feeder ships with a step-by-step card.

Question 18

What happens to the Feeder if I cancel?

Accepted Answer

You return it on cancellation. We’ll arrange a free courier pickup on a day that suits you. No fees, no shipping charges.

Question 19

Can I buy a SmartPaw Feeder outright?

Accepted Answer

Right now, the Feeder is bundled with the 150 GEL plan only. We may offer an outright purchase option later — message us if you’d like to be on the list.

Question 20

How do I update my pet’s profile?

Accepted Answer

During launch you can WhatsApp or email any changes; a self-service customer account is on the roadmap.

Question 21

Do I need to create an account?

Accepted Answer

No login is required to register interest or get a quote. We’ll move to full self-service accounts as we open up cart and checkout later in the year.

Question 22

How do I get a refund?

Accepted Answer

If something arrives damaged or expired, WhatsApp us within 7 days with a photo and we’ll replace it free of charge or refund the affected items.

Question 23

How quickly do you reply on WhatsApp?

Accepted Answer

Median reply time is under 60 minutes during opening hours (Mon–Sat, 09:00–19:00). Outside hours we reply first thing the next morning.

Questions, answered.

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