Shipping policy

SHIPPING POLICY

WHERE WE SHIP

We currently ship to addresses within the United States only. We do not ship outside the US at this time.

SHIPPING RATES

Flat rate shipping is $6.95. Shipping is free on all orders of $60 or more, which covers our 2-unit and 3-unit bundles.

HANDLING AND DELIVERY TIME

Orders are passed to our fulfilment partner within 1 to 2 business days of being placed. From there, delivery to a US address typically takes 5 to 9 business days. Most orders therefore arrive within about 7 to 11 business days of ordering. Orders placed on a weekend or US public holiday begin processing the next business day.

These are estimates, not guarantees. Carrier delays, customs processing and weather can all add time. If your order is running noticeably late, email us and we will chase it.

WHERE ORDERS SHIP FROM

Our units are manufactured and shipped by our overseas fulfilment partner and sent directly to you rather than being routed through a US warehouse first. That is how we keep the price where it is.

TRACKING

You will receive a tracking number by email as soon as your order ships. Tracking can take 2 to 3 days to begin updating. This is normal and does not mean your order is lost.

DUTIES AND IMPORT FEES

Any applicable duties or import fees are our responsibility, not yours. You should not be asked to pay anything on delivery. If a carrier ever asks you for a payment to release your parcel, do not pay it. Contact us first and we will resolve it.

SPLIT SHIPMENTS

Multi-unit orders may occasionally arrive in more than one parcel on different days. If part of your order has arrived and the rest has not shown up within 5 business days, contact us.

LOST OR UNDELIVERED ORDERS

If 15 business days have passed since you received your tracking number and nothing has arrived, email us. We will resend your order or refund you in full, whichever you prefer.

INCORRECT ADDRESSES

Please double-check your shipping address at checkout. If you spot a mistake, email us immediately and we can usually correct it before the order ships. Once shipped we cannot reroute an order.

QUESTIONS

Email support@purepaws.co.