SHIPPING POLICY

ORDER PROCESSING

Once you place an order, our team gets to work preparing it.

• Standard processing: 1–3 business days
• Peak periods (holidays, sales, new launches): 3–5 business days

Business days are Monday through Friday, excluding public holidays.

You'll receive a shipping confirmation email with tracking as soon as your order leaves our facility.

SHIPPING OPTIONS

• Standard Shipping — Free on orders of $20 or more
• Priority Processing & Shipping — $4.99

For orders under $20, any applicable standard shipping charge is shown at checkout.

What Priority actually does: it moves your order to the front of our processing queue, so it's packed and handed to the carrier faster.

What it doesn't do: guarantee a specific delivery date. Once your package is with the carrier, transit time depends on their network, your location, weather, and customs. We're upfront about this because we'd rather set the right expectation than overpromise.

ESTIMATED DELIVERY TIMES

Delivery estimates begin after your order ships, not from the day you order.

• United States: 3–12 business days
• United Kingdom: 3–12 business days
• Canada: 5–12 business days
• Australia: 5–12 business days
• Rest of world: 8–15 business days

These are estimates based on typical carrier performance, not guarantees. Delays can happen during peak seasons, severe weather, or customs processing.

MULTIPLE PACKAGES? THAT'S NORMAL.

Please read this if you ordered more than one item.

The Pawlish works with a network of fulfillment centers so we can stock a wider range of products and get each one to you as quickly as possible.

This means that if your order contains several items, they may arrive in separate packages, with separate tracking numbers, on different days. Your first package may contain only part of your order.

This is not an error, and nothing is missing. Each package has its own tracking number, and you'll receive a shipping confirmation email for each one.

If you've received all your tracking emails but a package hasn't arrived within the estimated delivery window, email us at support@thepawlish.com and we'll track it down for you.

TRACKING YOUR ORDER

You'll receive two types of email from us:

1. Order confirmation — sent immediately after checkout
2. Shipping confirmation — sent when your package ships, with your tracking number

A note on tracking updates: it's common for a tracking number to show little activity for the first few days after it's created. This doesn't mean your package is stuck — carriers often don't scan packages at every stage of their network, particularly on international routes.

If your tracking hasn't updated in more than 7 business days, please email us. We'll open an inquiry with the carrier on your behalf.

LOST, STOLEN, OR MISSING PACKAGES

If tracking shows your package was delivered but you don't have it, please:

1. Check around your property, with neighbors, and at your building's mailroom or front desk
2. Contact your local carrier with the tracking number — they can often locate it
3. Email support@thepawlish.com within 7 days of the delivery date

If you purchased Package Protection at checkout: you're fully covered. We'll arrange a replacement or refund promptly, no lengthy investigation required.

Without Package Protection: we'll do everything we can to help you work with the carrier, but once a package is confirmed delivered by the carrier, we're unable to guarantee a replacement or refund. This is why we recommend adding protection — it's a small cost for complete peace of mind.

SHIPPING ADDRESS ACCURACY

Please double-check your address at checkout. Incorrect addresses are the single most common cause of delivery problems.

Because we process orders quickly, there's only a short window to make changes. If you spot a mistake, email support@thepawlish.com immediately with your order number — if your order hasn't entered processing, we can usually fix it right away.

If a package is delayed, returned, or misdelivered because of an incomplete or inaccurate address provided at checkout, additional reshipping costs may apply.

Undeliverable packages: if a package is returned to us as undeliverable, we'll contact you to arrange reshipment (shipping cost applies) or issue a refund for the product value, less original shipping costs.

CUSTOMS, DUTIES & IMPORT FEES

For international orders, your country may charge customs fees, import duties, or taxes.

These charges are not included in your product price or shipping cost, and are set by your local government — not by us. They are the customer's responsibility.

We're also unable to control or predict delays caused by customs processing.

SHIPPING DESTINATIONS

We currently ship to most countries worldwide.

If your destination isn't available at checkout, we're unfortunately unable to ship there at this time. We're always working to expand our shipping network.

CARRIER DELAYS

We ship every order on schedule — but once a package enters the carrier network, delivery timing is in their hands.

Delays can occur due to weather, peak volume, customs, or local conditions. While we can't control these, we can absolutely help you: if your order is running significantly behind schedule, email us and we'll investigate with the carrier directly.

STILL HAVE QUESTIONS?

We'd much rather answer a question now than leave you wondering.

Email: support@thepawlish.com
Response time: Within 24 hours, Monday through Friday

The Pawlish
Happy pets, happy you.