Shipping policy

Last updated: October 16, 2026

Thank you for shopping with Pawwie!

We understand how important it is to receive your order promptly, especially when purchasing products to support your pet's comfort and mobility.

This Shipping Policy explains how orders are processed, shipping methods, delivery estimates, tracking information, international shipping, and procedures for addressing delivery-related issues.

For the most accurate shipping information, please review the available delivery options and estimated delivery times displayed at checkout before completing your purchase.

1. Order Processing

All orders placed through pawwie.store are subject to an order processing and fulfillment period before shipment.

Our standard order processing time is 1–3 business days, excluding weekends and public holidays.

During this period, your order is verified, prepared, packaged, and transferred to the appropriate shipping provider.

Please note:

  • Orders placed during weekends or public holidays may begin processing on the next business day.

  • Processing times may vary during periods of high order volume, promotional events, or unexpected operational disruptions.

  • Orders containing multiple products may occasionally be fulfilled in separate shipments.

  • Order processing time is separate from the estimated delivery transit time unless otherwise stated at checkout.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

2. Shipping Methods and Delivery Estimates

Pawwie offers shipping to customers worldwide through a network of fulfillment facilities and logistics partners.

Available shipping methods and estimated delivery times depend on your shipping destination, product availability, and selected delivery service.

The most accurate and up-to-date delivery estimates are displayed at checkout.

We encourage customers to review these estimates carefully before completing their purchase.

Delivery estimates generally begin once an order has been dispatched, unless otherwise specified.

Please understand that estimated delivery times are not guaranteed delivery dates unless expressly stated otherwise.

Actual delivery times may occasionally vary due to circumstances such as:

  • Customs clearance and import inspections.

  • Shipping carrier delays.

  • National holidays and peak shipping periods.

  • Severe weather conditions.

  • Unexpected logistics disruptions.

  • Remote or difficult-to-access delivery locations.

  • Other events outside our reasonable control.

We make reasonable efforts to ensure that orders are delivered within the estimated timeframe and will assist customers experiencing delivery difficulties.

Nothing in this policy limits mandatory delivery rights under applicable consumer protection laws.

3. Standard Shipping

Standard Shipping is available for eligible destinations and orders.

The estimated delivery timeframe and any applicable shipping costs will be displayed during checkout.

Free Standard Shipping may be available on eligible orders, depending on the destination, products purchased, and promotions currently offered.

Where Free Shipping is available, this will be clearly indicated at checkout before payment is completed.

Standard Shipping delivery times vary depending on the destination and applicable shipping route.

For the most accurate estimate, please refer to the delivery timeframe displayed during checkout.

4. Express Shipping

For customers who wish to receive their orders sooner, Pawwie may offer an Express Shipping option at checkout.

Express Shipping is designed to provide a faster delivery service than the standard option available for the selected destination.

Please note:

  • Express Shipping availability depends on the destination.

  • Express Shipping fees are displayed at checkout.

  • The estimated Express Shipping delivery timeframe is shown before the order is placed.

  • Standard order processing may still apply unless otherwise stated at checkout.

  • Express Shipping does not guarantee delivery by a specific date unless expressly stated.

While we make reasonable efforts to ensure Express Shipping orders arrive within their estimated delivery timeframe, delays caused by customs procedures, carrier disruptions, or other unforeseen circumstances may occasionally occur.

If your paid Express Shipping service has not been provided as agreed, please contact our support team so we can investigate the issue and determine an appropriate resolution.

5. Shipping Costs

Shipping costs are calculated based on factors including:

  • Delivery destination.

  • Selected shipping method.

  • Products and quantities ordered.

  • Order weight or package dimensions, where applicable.

  • Current shipping promotions.

The final shipping charge, if any, will be displayed during checkout before payment is completed.

Where Free Shipping is offered, eligible orders will have the applicable shipping charges waived.

Additional customs duties, taxes, or import-related charges may apply to international orders, as explained below.

6. International Shipping

Pawwie serves customers internationally and works with shipping and fulfillment partners to deliver products to supported countries and regions.

Shipping availability may vary depending on carrier coverage, local import restrictions, product availability, and other logistical requirements.

The availability of shipping to your location will be confirmed during checkout.

If your destination is eligible, the available shipping options, estimated delivery times, and shipping charges will be displayed.

In some circumstances, certain destinations may be temporarily unavailable because of logistical disruptions, regulatory restrictions, or carrier limitations.

We reserve the right to restrict shipping to destinations where delivery services are unavailable or where fulfilling an order would violate applicable laws or regulations.

7. Customs Duties, Import Taxes, and Additional Fees

International shipments may be subject to customs inspections, import duties, local taxes, and handling fees imposed by the destination country's authorities or shipping providers.

These charges vary depending on the destination, product classification, declared value, shipping method, and applicable import regulations.

Where applicable taxes or import charges are collected by Pawwie at checkout, they will be included in the amount shown before payment.

If import charges are not collected at checkout, additional payments may be required by customs authorities or the shipping carrier before or upon delivery, where permitted by applicable law.

Canada

Orders delivered to Canada may be subject to applicable taxes and import charges, including GST, HST, PST, QST, customs duties, and carrier brokerage or handling fees.

Where these charges are collected at checkout, they will be included in the final order total.

If they are not collected at checkout, additional charges may be payable upon importation or delivery.

United Kingdom

Orders delivered to the United Kingdom may be subject to VAT, customs duties, and other applicable import-related charges.

Where applicable charges are collected at checkout, they will be reflected in the final order total.

Additional charges may apply upon importation where duties or taxes have not been prepaid and where permitted under applicable UK import and tax rules.

European Union

Orders delivered to countries within the European Union may be subject to VAT, customs duties, and applicable import-related charges, depending on the shipment's origin, value, and applicable customs arrangements.

Where taxes or duties are collected at checkout, they will be displayed before payment.

If an order is shipped under an arrangement where import duties and taxes are prepaid, customers should not ordinarily be required to pay those same charges again upon delivery.

Where charges have not been prepaid, applicable import fees may become payable in accordance with local requirements.

Other International Destinations

For destinations not specifically listed above, local import taxes, duties, and handling fees may apply according to the laws and regulations of the destination country.

Unless otherwise stated at checkout, customers are responsible for applicable import charges that have not been prepaid, subject to mandatory consumer laws and disclosure requirements.

Customs clearance may also affect the estimated delivery timeframe.

8. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking number and tracking link, where supported by the shipping provider.

You can use this information to monitor your shipment's progress.

Tracking information may take up to 3 business days to begin displaying updates after your order has been dispatched.

During this period, your package may already be in transit even if the tracking system has not yet registered its first movement.

Please note:

  • Tracking updates depend on scans performed by the shipping provider.

  • Some carriers may not scan packages at every transit location.

  • International shipments may experience temporary gaps in tracking updates.

  • Tracking information may change when a package is transferred between international and local delivery providers.

A temporary lack of tracking updates does not necessarily mean that a shipment has been lost or delayed.

If your tracking information remains unchanged for an unusually long period or you have concerns about your shipment, please contact our support team.

9. Shipping Address Accuracy

Customers are responsible for providing accurate and complete delivery information at checkout.

Please verify your:

  • Full name.

  • Street address and house or apartment number.

  • City and postal code.

  • Country or region.

  • Contact information, where required for delivery.

If you notice an error in your delivery address after placing an order, please contact support@pawwie.store as soon as possible.

We will make reasonable efforts to correct the address before dispatch.

However, address changes cannot be guaranteed once an order has entered fulfillment or has been transferred to the shipping provider.

Incorrect or incomplete addresses may result in delivery delays, unsuccessful delivery attempts, or packages being returned to the carrier's facility.

Additional shipping fees may apply to customer-requested reshipments where the delivery failure resulted from incorrect address information provided at checkout.

10. Failed Delivery Attempts and Unclaimed Packages

If the shipping provider is unable to complete delivery, it may:

  • Attempt another delivery.

  • Contact you to arrange redelivery.

  • Leave a delivery notification.

  • Transfer the package to a local pickup point or postal facility.

  • Temporarily hold the package at a local distribution center.

Customers are encouraged to monitor their tracking information and respond to communications from their local delivery provider.

If your package is awaiting collection, please follow the instructions provided by the shipping company.

Packages that remain unclaimed may eventually be returned to the sender or transferred to a holding facility.

If you experience an unsuccessful delivery attempt and need assistance, please contact our support team.

We will make reasonable efforts to help coordinate a resolution with the shipping provider.

11. Shipping Delays

Although we aim to deliver orders within their estimated timeframes, occasional delays may occur.

These can result from customs inspections, carrier backlogs, adverse weather, logistical disruptions, or other circumstances outside our reasonable control.

If your order has not arrived within its estimated delivery timeframe, please contact us at support@pawwie.store.

We will review the available tracking information and, where appropriate, contact the shipping provider to investigate the delay.

Customers will not automatically become ineligible for a refund or replacement simply because a delay was caused by a third-party carrier.

Our responsibility for delayed or undelivered orders remains subject to our Return & Refund Policy and applicable consumer protection laws.

12. Lost or Undelivered Packages

If your package has not arrived and tracking information indicates a potential shipping issue, please contact our customer support team.

We will review the shipment details and may initiate an investigation with the shipping provider.

Our standard lost-package investigation threshold is 45 days from the date of shipment.

Orders that remain undelivered after this period may be classified as potentially lost, subject to verification.

However, you do not need to wait 45 days to contact us about a delivery issue, and this threshold does not override any earlier statutory delivery or refund rights.

Confirmed Lost Packages

If your order is confirmed lost in transit or cannot be delivered, Pawwie will offer an appropriate resolution, including:

  • A full refund of the affected order, or

  • A replacement shipment at no additional cost.

Where Shipping Protection was purchased, additional coverage may apply according to the terms of that service.

Purchasing Shipping Protection is not required to exercise mandatory legal rights relating to undelivered goods.

For further details about refund eligibility, please refer to our Return & Refund Policy.

13. Damaged Packages or Products

We take reasonable precautions to ensure that products are properly packaged before shipment.

If your order arrives damaged, please contact our customer support team within 7 days of delivery whenever reasonably possible.

Include:

  • Your order number.

  • A description of the damage.

  • Clear photographs of the damaged product.

  • Photographs of the packaging, where applicable.

We will review your claim and arrange an appropriate resolution under our 60-Day Money-Back Guarantee and Return & Refund Policy.

This reporting window does not restrict statutory remedies for defective or damaged goods.

14. Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible after placing it.

Order cancellation requests may be accommodated before an order enters the fulfillment process.

Because we aim to process orders promptly, cancellation requests are not guaranteed, even when submitted shortly after purchase.

Once an order has entered fulfillment or has been dispatched, changes or cancellations may no longer be possible through our standard voluntary cancellation process.

For information about cancellation eligibility, refunds, and applicable consumer rights, please review our separate Return & Refund Policy.

15. Changes to This Shipping Policy

Pawwie reserves the right to update or revise this Shipping Policy to reflect changes in shipping providers, fulfillment operations, delivery availability, or applicable laws.

Any updates will be published on our website, and the "Last updated" date will be revised accordingly.

Changes will not retroactively remove rights customers have already acquired under applicable law.

16. Contact Information

If you have questions about shipping, tracking, delivery estimates, or an existing order, please contact us:

Pawwie Customer Support

Email: support@pawwie.store

Website: https://pawwie.store

Please include your order number when contacting us about an existing shipment so that our team can assist you more efficiently.