Shipping Policy

Shipping Information

Order Processing Times

Please allow 1–3 business days for us to process and dispatch your order after it's placed. An order is considered dispatched once it's handed off to our shipping carrier and is in transit to your address. During peak seasons and holidays, processing times may extend up to 7 business days.

Estimated Shipping Times

United States: 7–10 business days

Other countries: 10–16 business days

Please note that during peak seasons and holidays, shipping carriers may experience delays in transit and tracking updates that are outside of our control. For international orders, unexpected customs delays may also extend the overall delivery timeframe beyond the estimates above.

Order Changes & Accurate Shipping Details

It is the customer's responsibility to ensure that shipping details are accurate and complete at checkout. Incomplete or inaccurate information may result in delayed processing or order cancellation. If our system detects an issue with your address, our customer support team will email you to verify within 3 business days of your order being placed. If we don't receive a response within this window, we reserve the right to cancel the order.

If you notice an error in your shipping details, please email us at hello@palapaw.com within 24 hours of placing your order. We'll do our best to accommodate changes, but we cannot guarantee modifications after this window.

Delayed Delivery

At Palapaw, we know how excited you and your dog are to receive your order, and we work hard to ship every package as quickly as possible. That said, there are times when delays happen for reasons outside our control.

For example, courier partners may experience unexpected disruptions during transit — severe weather, transportation issues, or operational delays. In those situations, we'll work closely with the courier to help your package arrive as soon as possible.

There may also be unforeseen circumstances on our end that delay processing or shipment, such as product availability, address verification issues, or payment processing delays. If we encounter any issue with your order, we'll notify you as soon as possible.

Please note that Palapaw is not liable for delivery delays caused by external factors beyond our control, and we cannot guarantee an exact delivery date. However, we'll always do our best to keep you informed and help resolve any issues that arise.

Lost or Stolen Packages

We understand how frustrating it can be when a package goes missing during shipping. Once a package is handed over to our courier partners, the delivery process is no longer in our hands. If your package is lost or stolen, please contact us at hello@palapaw.com and we'll do everything we can to assist you.

For lost or stolen packages, we recommend filing a claim directly with the courier company. Most carriers have a formal claims process and may request additional information from you. We will also contact the courier on your behalf to follow up and keep you updated.

Please note that Palapaw is not responsible for lost or stolen packages during shipping, and these fall outside of our standard refund policy. However, we will do everything we can to help you resolve the issue. Depending on the situation, we may offer a replacement at our discretion.

In some cases, the courier may be able to locate the package and complete delivery. If the package is not recovered, we recommend filing a police report.

Shipping Policy Changes

Palapaw reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the customer's responsibility to review the most recent version of the Shipping Policy before making a purchase.

By purchasing from and continuing to use Palapaw products, customers indicate their acceptance of this Shipping Policy, including any future modifications.

We encourage you to review this policy periodically to stay informed about updates that may affect your orders. If you have any questions or concerns, please reach out to us at hello@palapaw.com — we're always happy to help.