Shipping policy

Shipping Policy

Last Updated: July 3, 2026

Thank you for shopping with Pawly! We are committed to delivering your order as quickly and safely as possible. Please review our shipping policy before placing your order.

Order Processing

  • Orders are processed within 1–3 business days after payment has been successfully received.

  • Orders are processed Monday through Friday, excluding weekends and public holidays.

  • During periods of high order volume, processing times may be slightly longer. If there is a significant delay, we will notify you via email.

Shipping Times

Estimated delivery times are:

  • United States: 5–12 business days

  • Canada: 7–15 business days

  • United Kingdom: 6–12 business days

  • Australia: 7–15 business days

  • New Zealand: 7–15 business days

  • Europe: 7–15 business days

  • Other International Destinations: 10–20 business days

Please note that these are estimated delivery times and are not guaranteed.

Shipping Costs

Shipping charges are calculated and displayed during checkout before you complete your purchase.

From time to time, we may offer free shipping promotions, which will be clearly communicated on our website.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information. Please allow 24–72 hours for tracking updates to appear after your package has been dispatched.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect or incomplete address is provided and the order cannot be delivered, additional shipping charges may apply to reship the package.

Lost, Delayed, or Stolen Packages

After an order has been handed over to the shipping carrier, delivery times are outside of our control.

While we will gladly assist you in working with the carrier to locate your shipment, Pawly is not responsible for delays caused by:

  • Weather conditions

  • Customs inspections

  • Carrier delays

  • High shipping volumes

  • Natural disasters

  • Other circumstances beyond our control

If you believe your package has been lost, please contact us and we will do our best to help resolve the issue.

Customs, Duties, and Taxes

International orders may be subject to customs duties, taxes, or import fees imposed by the destination country.

These charges are the responsibility of the customer and are not included in the purchase price or shipping cost unless otherwise stated.

Multiple Shipments

If your order contains multiple items, they may be shipped separately from different fulfillment centers. In such cases, you may receive multiple tracking numbers.

Damaged Items

If your order arrives damaged, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photos of the damaged item and its packaging

We will review your request and work with you to provide an appropriate resolution.

Contact Us

If you have any questions regarding shipping, please contact us:

Email: support@thepawlypets.com

Our customer support team typically responds within 1–2 business days.