Shipping Policy

Your order is shipped directly from the manufacturing site to you. Because we do not use additional processing centres, it may take a little longer for your order to reach you.

Shipping times & shipping costs

Processing time is the time we need to prepare and hand over your order to the carrier. Transit time is the time the carrier needs to deliver it and starts once your order has shipped. All timeframes refer to business days (Monday–Friday, excluding public holidays) and are estimates, not guarantees.

Tracking

Once your order has shipped, you will receive a shipping confirmation by email with a tracking number. Tracking information may take 2–5 days to update after dispatch.

Carrier delays

Delivery may take longer due to customs, weather, public holidays, or high carrier volumes. Such delays are outside our control, but we are happy to help you follow up with the carrier.

Incorrect or incomplete addresses

Please check your shipping address carefully at checkout. If you entered an incorrect or incomplete address, we will try to correct it if the order has not yet shipped. If the package has already shipped and is returned to us, we will reship it after you confirm the correct address and pay the applicable reshipping fee.

Refused or unclaimed packages

If a package is refused, or not collected within the carrier's holding period, it will be returned to us. In this case we will reship the order once you pay the applicable reshipping fee, or refund the order value minus the original shipping cost, at your choice.

Lost, damaged, or incorrectly shipped packages

If your package is confirmed as lost in transit, arrives damaged, or contains the wrong item, contact us at support@paw-friend.com within 30 days of the delivery date (or of the last estimated delivery date for lost packages), including your order number and, for damaged or incorrect items, a photo. We will then provide, at no cost to you, either a replacement or a full refund, at your choice.

If you are unsure about the delivery, you can always contact our support team by email at support@paw-friend.com.