Shipping Policy

1. Order Processing Time

Orders are typically processed and packed within 1–2 business days (Monday through Friday, excluding holidays) after payment confirmation. Orders placed on weekends or holidays will begin processing on the next business day.

During peak periods (such as holiday seasons), processing times may be extended by 1–2 business days. You will receive a shipping confirmation email with tracking information once your order leaves our facility.

2. Shipping Methods & Delivery Times

We offer the following shipping options at checkout:

• Standard Shipping (US): 3–7 business days after processing;
• Expedited Shipping (US): 2–3 business days after processing;
• Standard Shipping (Canada): 5–10 business days after processing;
• Expedited Shipping (Canada): 3–5 business days after processing.

Delivery times are estimates and are not guaranteed. Delays may occur due to carrier issues, weather, customs, or other factors outside our control. We are not responsible for delays caused by the shipping carrier once the package is in transit.

3. Shipping Costs

Shipping costs are calculated at checkout based on the destination, package weight, and selected shipping method. The exact shipping cost will be displayed before you complete your purchase.

Free standard shipping is available on all U.S. orders over $49 (before tax). Free shipping promotions may be modified or discontinued at any time.

4. Order Tracking

Once your order ships, you will receive an email containing your tracking number and a link to track your package. Please allow up to 24 hours after receiving the confirmation for tracking information to appear in the carrier’s system.

If you do not receive tracking information within 5 business days of your shipping confirmation, please contact us at support@pawpal.com.

5. Customs, Duties & Taxes

For orders shipped to Canada, the recipient is responsible for any applicable customs duties, import taxes, or brokerage fees levied by Canadian authorities. These charges are not included in the price or shipping cost paid at checkout and are determined by the destination country’s customs regulations.

For orders shipped within the United States, applicable sales tax will be calculated and collected at checkout based on the shipping destination.

6. Address Accuracy & Failed Delivery

Please ensure your shipping address is accurate and complete at the time of checkout. We are not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an incorrect or undeliverable address, we will contact you to arrange reshipment (additional shipping fees may apply) or issue a refund for the product only, excluding original shipping costs.

7. Lost or Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery with photos of the damaged item and packaging so we can arrange a replacement or refund. If your package is lost in transit, please contact us and we will initiate a trace with the carrier; once confirmed lost, we will reship or refund your order.