Order Processing and Shipping Costs

Processing Time

Please allow 1–3 business days for order verification, quality checks, packing, and shipment preparation before dispatch.

Business days are Monday through Friday, excluding public holidays observed by the applicable fulfillment location or shipping carrier.

Processing time is separate from the estimated shipping time shown below. Orders placed during weekends, public holidays, major sales, or periods of unusually high demand may require additional processing time.

Shipping Costs

Available shipping methods and charges are calculated and displayed at checkout based on the products ordered, package details, destination, and available carrier services.

We may occasionally offer free-shipping promotions. Any applicable minimum purchase requirement, destination restriction, or promotion period will be displayed with the offer.

Estimated Delivery Times

Estimated delivery times begin after an order has completed processing and has been transferred to the shipping carrier.

These timeframes are estimates and do not represent guaranteed arrival dates.

Delivery may take longer because of:

• Carrier delays or service interruptions
• Severe weather or natural events
• Public holidays and peak shopping periods
• Customs inspections or import processing
• Remote-area delivery requirements
• Incorrect or incomplete delivery information
• Events outside our reasonable control

Fulfillment Locations and Split Shipments

Products may be dispatched from China or from another domestic or international fulfillment-partner location selected according to product availability and the delivery destination.

If an order contains products stored at different locations, the order may be divided into multiple shipments.

Split shipments may arrive on different dates and may have separate tracking numbers. Customers will not be charged an additional shipping fee solely because we divide an order into multiple packages after checkout.

Tracking Your Order

When tracking information becomes available, a shipment confirmation will be sent to the email address provided during checkout.

Please keep in mind:

• Tracking information may take 24–72 hours to activate after dispatch.
• Carrier scans may not appear at every stage of the journey.
• Tracking may remain unchanged temporarily while a package is moving between facilities.
• Split shipments may have separate tracking numbers.

If you have not received a shipping confirmation after the stated processing period, please check your spam folder and then contact our customer support team.

Customs, Duties, and International Charges

International shipments may be subject to customs inspections, import duties, taxes, brokerage fees, or other government charges imposed by the destination country.

Unless checkout clearly states that applicable duties and import taxes have been prepaid, the recipient may be responsible for charges assessed by customs authorities or the delivery carrier.

Customs rules and charges vary by destination. Customers should contact their local customs authority for information before ordering if they are uncertain about possible import charges.

Pawlivopets™ does not control customs processing times and cannot guarantee when customs authorities will release a shipment.

Address Changes and Order Cancellations

We begin preparing orders shortly after purchase. If you need to correct a shipping address or request cancellation, contact us within 12 hours of placing the order.

A request submitted within 12 hours is not a guarantee that an address change or cancellation can be completed. Once an order has entered fulfillment or has been shipped, changes may no longer be possible.

Customers are responsible for reviewing the shipping address before checkout. We are not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer, except where applicable law provides otherwise.

Address-change and cancellation requests should be sent to service@pawlivopets.com .

Delayed or Missing Shipments

If a shipment has not arrived within the estimated timeframe, please review the latest tracking information and allow for any carrier or customs notices.

Contact our support team if tracking has not updated for an extended period or if the package has not arrived after the latest estimated delivery date.

We may ask you to confirm your delivery address and contact the carrier before we open an investigation.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot find it, please:

• Confirm that the shipping address is correct
• Check entrances, mail areas, and other safe delivery locations
• Ask household members, neighbors, or building staff
• Contact the carrier for delivery confirmation
• Notify us promptly if the package remains missing

Packages Confirmed Lost

If the carrier confirms that a shipment was lost in transit, we will review the order and work with the customer toward an appropriate resolution, which may include a replacement or refund, depending on product availability, investigation results, and applicable law.

Damaged, Incorrect, or Incomplete Orders

Please inspect your order after delivery. If an item arrives damaged, incorrect, or missing from the package, contact us within 72 hours of delivery whenever reasonably possible.

Please include:

• Your order number
• A description of the problem
• Photographs of the item received
• Photographs of the external and internal packaging
• A photograph of the shipping label where available

Our team will review the information and provide an appropriate resolution based on the circumstances. This may include replacement parts, a replacement product, or another remedy available under our Return & Refund Policy and applicable law.

The 72-hour reporting request does not limit any mandatory consumer rights that cannot legally be excluded.

Returned or Undeliverable Packages

A package may be returned to the sender because of an incomplete address, failed delivery attempts, refusal, customs non-payment, or failure to collect the package.

If a package is returned, please contact us. We will review the circumstances and explain the available redelivery, replacement, or refund options.

Additional shipping costs may apply when redelivery is requested after a package was returned because of incorrect customer-provided information or an uncollected delivery, except where prohibited by applicable law.