How long will it take to receive my order?
During these unexpected times, we are experiencing some unusual delays in shipping, as well as responding to customer service inquiries due to operational challenged caused by COVID-19, your order may be delayed by up to 14-25 days.
Under Normal circumstances:
Orders are shipped based on the availability of the size and style of the item. Once your order is placed, it may take up to two weeks for your items to be shipped. Normally it is about a week depending on current demand. After it ships, it may take 1-3 business days for your order to be delivered depending on the carrier service. We are shipping from several warehouses all located in the US.
EMAIL CONFIRMATION & TRACKING
We send email messages containing all your order & shipping details.
Your email order confirmation will contain all your order details. If you don't receive a confirmation within 24 hrs of placing your order - or if you notice an error - be sure to contact us.
SHIPPING CONFIRMATION: (when your order ships)
Your shipping confirmation will contain tracking information so you can follow the delivery progress of your package.
Please note the tracking information, estimated shipping times and delivery dates are determined by the carriers. Occasionally, tracking information is not available. This is due to the shipping carrier's system, not Paws-place's order system.
Shipping time is separate from production time and varies based on your location and the shipping option you select. Shipping time begins when the carrier picks up the package from our facility and ends when it is delivered to your location.
The total time it takes for you to get your custom gear is based on several factors including the amount of production time to customize your gear, the destination address, and the shipping option you've chosen.
Production for your products will typically take 2 to 5 business days (during back-to-school and holidays, this may take longer).
The total time it will take to receive your order is the Production Time + Delivery Time.
CALCULATING SHIPPING FEES
We charge a base rate for each shipment. Plus additional smaller fees based on the number of items & weight in the shipment. The total shipping fee is displayed in your cart.
When you modify the number of items in your cart, the shipping fee will change accordingly and will be visible at the checkout stage, before submitting the order.
Once your order has left our warehouse and is in the hands of the mail carrier, your package is out of our control. Paws Place is not responsible and cannot control the Shipping Carrier's processes, systems, or delivery times.
Also, please check your email settings and spam folder so you receive your confirmation.
What if I checked my tracking information and the carrier's estimated delivery date has passed and I still don't have my order?
We recommend the following steps:
If the tracking information indicates the package is still in transit, the carrier has likely adjusted their delivery schedule, but not updated the estimated delivery date in their system.
If the tracking information indicates the package has been delivered, check with your neighbors or family members. Packages are occasionally left with neighbors or are somewhere relatively safe such as your porch, garage, etc.
If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undelivered. You should contact us.
If there is no tracking information, or you cannot locate the package and it is not being returned as undelivered please contact us.
Delivery times may vary depending on the shipping location.
Items can occasionally get held up in customs, which will ultimately delay the overall delivery time.
Delays could potentially be up to an additional 15 to 20 days on top of the original estimated delivery date. Unfortunately, these circumstances are beyond Paws place's control.
For orders that contain multiple items, you may receive each item separately, on different days. Due to warehouse locations and product availability, items may be shipped in separate shipments.
* Paws Place does NOT accept C.O.D. (Cash On Delivery) as payment for any of our items.
Not all mail carriers or courier services are able to deliver to addresses containing a P.O. box. Because of this, Paws Place is unable to ensure the delivery of items shipped to mailing address containing P.O. boxes. Please check with your local mail carrier or courier service before placing an order with a mailing address containing a P.O. box.
Paws Place does our very best to offer Worldwide delivery on every order, however, due to shipping restraints, this is not always possible. If at any time we are not able to ship to your initial shipping address, we will contact you ASAP and attempt to make alternate shipping arrangements. If this is not possible, we will refund the entire purchase amount right away.
For international shipping, please allow up to up to 40 days (not including processing time, customs, or mail carrier delays). There is nothing we can do to shorten the delivery of international shipments due to the process of international shipping carriers.
If you would like to inquire about upgrading your order for faster shipping, please email us at firstname.lastname@example.org BEFORE placing your order, and we can let you know if express shipping is available to your area (and what the additional charges would be).
CUSTOMS, DUTY & IMPORT FEES
*** Please note that your Country's customs fees, import duty fees, any other additional import charges, and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's or customer's responsibility.
- Items that are low in stock can take up to 10 days for processing while the item is restocked.
- To ensure that your order will be delivered correctly, please carefully fill in your delivery address before making any payment.
- All estimated/typical delivery times are derived from real-world data collected from past orders, and information provided by shipping carriers. They are approximate times for reference only.
- Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
- To protect the security of both our customers and our store, Paws-Place may have to verify payment and order details with the customer before processing/shipping your order. This process could include a request to confirm your identity and credit card information. We kindly ask our customers to reply as soon as possible to ensure fast and smooth processing.
POSSIBLE SHIPPING DELAYS due to Coronavirus (COVID-19)
The ongoing health and safety of our community is the highest priority. As the unprecedented Coronavirus (COVID-19) spreads throughout the world, we are forced to take action to better help protect both you and our employees.
Paws Place is working hard to protect the safety of our team members and have increased health efforts in our offices, warehouses, and shipping departments. These proactive measures may affect all domestic and international deliveries.
We will do our best to ship your products asap and will update you about the delivery status. Please be patient to receive your delivery longer than the regular handling and shipping time frame.
THANK YOU FOR YOUR UNDERSTANDING
We appreciate your continued support, and we are here to help in any way we can. We wish you the best as we weather this storm together.
We guarantee our products 100%. Any defects or errors on our part will be replaced at no charge. Returns due to defects or errors on our part must be made within 30 days of receiving the product. Because each order is custom made according to the information you entered and selected, we cannot accept returns or exchanges for incorrect sizes, colors, or designs that were incorrectly selected or entered.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and will guide you through your option according your specific order details.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, please contact us to receive your return label, address, and further support.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.