Shipping policy
Order Processing
Orders typically require 2–5 business days to process before being handed over to our shipping partners.
During peak seasons, holidays, or high-demand periods, processing may take up to 25 business days.
Once your order begins processing in our shipping department, no changes (including address updates) can be made.
We ship only on business days (Monday–Friday). Orders placed on weekends or holidays will be processed the following business day.
Shipping & Delivery
Estimated delivery times vary by location. Please note that the following estimates do not include the 2–5 day processing time:
| Location | Estimated Delivery Time |
|---|---|
| United States | 7–14 business days |
| Canada & Europe | 10–14 business days |
| Australia & New Zealand | 10–21 business days |
| Mexico, Central & South America | 15–30 business days |
Important: Delivery times are estimates and cannot be guaranteed. Delays may occur due to customs inspections, local postal services, severe weather, labor strikes, or other circumstances beyond our control.
For orders containing multiple items, products may ship separately and arrive at different times.
Tracking Your Order
All orders include a tracking number, which will be sent to you via email once your order has shipped.
Please note that some carriers may take several days to update tracking information.
If your tracking number shows no updates within 5 business days, please contact us at pawretreats.com@gmail.com.
Duties, Taxes & Customs Fees
International orders may be subject to import taxes, duties, or customs fees once the shipment arrives in your country.
These charges are the responsibility of the recipient. Paw Retreats has no control over these costs and cannot predict the amount.
If a shipment is refused and returned to us, the buyer is responsible for any import taxes and return shipping costs.
Customs policies vary by country; please contact your local customs office for more information.
Lost, Stolen, or Damaged Packages
Paw Retreats is not responsible for lost, stolen, or damaged packages.
If your tracking information shows “Delivered” but you have not received your order, please file a claim directly with the shipping carrier.
We rely on the carrier’s tracking and delivery confirmation when reviewing such claims. Claims not reported promptly may not be eligible for review.
Wrong Address Disclaimer
Customers are responsible for providing the correct shipping address at checkout.
Because orders begin processing immediately, we are unable to modify addresses once an order has been placed.
If a package is undeliverable due to an incorrect address, Paw Retreats is not liable for replacement or refund.
Feedback & Support
We value your feedback and are always happy to assist.
If you have any questions, concerns, or suggestions, please contact us at pawretreats.com@gmail.com.
Your input helps us continue to improve and provide the best experience for you and your pets.