Shipping policy

Shipping Policy

Order Processing Time

All orders are processed within 1–3 business days.

  • Orders are not processed on weekends or holidays
  • During high-demand periods, processing may take slightly longer

Once your order is processed, you will receive a confirmation email with tracking information.

Shipping Time

Estimated delivery time:

  • United States: 7–12 business days
  • International: 7–15 business days

Shipping times may vary depending on location, carrier delays, or customs processing.

(Yes, sometimes faster. No, don’t promise that.)

Shipping Costs

  • Shipping fees are calculated at checkout
  • Free shipping may be offered on qualifying orders

All pricing is clearly displayed before purchase.

Tracking Your Order

Once your order ships, you will receive a tracking number via email.

Please allow 2–5 days for tracking information to update in the system.

If tracking looks frozen, it usually isn’t. It’s just being slow.

Delays & External Factors

We are not responsible for delays caused by:

  • Shipping carriers
  • Customs clearance
  • Weather conditions
  • Incorrect shipping information

These things are outside our control, even if customers like to believe otherwise.

Incorrect Address

Please ensure your shipping details are correct at checkout.

If an incorrect address is provided:

  • We are not responsible for lost or misdelivered packages
  • Reshipping may require an additional fee

Typing your address correctly is still a useful life skill.

Lost or Stolen Packages

If your package is marked as delivered but not received:

  • Check with neighbors or your local carrier
  • Contact us and we’ll do our best to assist

However, we are not responsible for packages marked as delivered by the carrier.

Customs, Duties & Taxes

For international orders:

  • Customers are responsible for any customs fees, duties, or taxes
  • These charges are determined by your local customs office

We don’t control them, and we don’t get that money.

Damaged Packages

If your order arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged item and packaging

We will arrange a replacement or refund if applicable.

Contact Information

If you have any questions about your order, contact us at:

support@pawtrol.com