Shipping policy
Shipping Policy
Thank you for shopping with PAWGLOSS. This Shipping Policy outlines our processing times, delivery estimates, costs, and your responsibilities as a customer. By placing an order with us, you agree to the terms below. Please read this policy carefully before completing your purchase.
Where We Ship
PAWGLOSS ships exclusively to the United States and Canada. We do not currently accept orders from any other country. If your shipping address is outside the United States or Canada, your order cannot be fulfilled and will be cancelled and refunded.
Free Shipping
We offer free standard shipping on all orders to the United States and Canada. No minimum purchase, no surprise fees from PAWGLOSS at checkout — the price you see at checkout is the price you pay us.
Order Processing
- Orders are processed within 1–3 business days after payment is confirmed.
- Orders placed on weekends or public holidays will begin processing the next business day.
- You will receive an order confirmation email immediately after purchase, and a separate shipping confirmation email with tracking once your order is dispatched.
Fulfillment Network
PAWGLOSS operates through a network of fulfillment centers and warehouse partners to bring you the best products at the best prices.
- Your order will be dispatched from the warehouse that can fulfill it most efficiently based on stock availability and your delivery address.
- Orders containing multiple items may ship in separate packages from different fulfillment locations. This is normal and does not affect your final order — each package will arrive with its own tracking number.
- You will not be charged additional shipping fees for split shipments.
Shipping Time
Estimated delivery times below are calculated from the date of order and include processing time. All delivery times are estimates, not guarantees, and may vary based on customs clearance, carrier performance, and seasonal volume.
| Destination | Delivery Time | Cost |
|---|---|---|
| United States | 8–14 business days | FREE |
| Canada | 8–14 business days | FREE |
Remote regions, islands, and rural addresses (including Alaska, Hawaii, U.S. territories, and northern Canadian provinces and territories) may experience longer transit times.
Order Tracking
- A tracking number will be emailed to you once your order ships.
- Please allow 3–7 business days for tracking to update after dispatch. Shipments often show limited tracking activity until the package reaches the destination country's postal network. This is normal and does not mean your package is lost.
- If your tracking has not updated after 10 business days, please contact us and we will investigate with the carrier.
Customs, Duties, and Import Taxes
Important: Because some packages may ship from outside the destination country, customs duties, import taxes, and carrier brokerage fees may apply upon delivery. These fees are determined by the destination country's customs authority and are the sole responsibility of the customer. They are not included in your order total and are not collected by PAWGLOSS.
For United States customers: As of August 29, 2025, the United States eliminated the duty-free de minimis exemption for international shipments. This means all packages entering the U.S. from international fulfillment centers, regardless of value, may be subject to import duties, tariffs, and carrier processing fees assessed by U.S. Customs and Border Protection (CBP) and the delivery carrier. Fees are determined by the country of origin of the goods and current tariff schedules, and are payable by the recipient before or upon delivery.
For Canadian customers: Packages entering Canada may be subject to GST/HST, provincial sales tax, and carrier brokerage fees assessed by the Canada Border Services Agency (CBSA) and the delivery carrier. These charges are payable by the recipient before or upon delivery.
Refusal of delivery: If a package is refused at customs or returned to sender due to unpaid duties, taxes, or fees, the order is not eligible for a refund. Reshipment, if available, will require the customer to cover return and reshipping costs along with any applicable duties.
By placing an order, you acknowledge that you understand and accept responsibility for any import-related fees levied by your country.
Shipping Delays
We do our best to dispatch every order on time, but the following are outside our control:
- Carrier or postal service delays
- Customs inspections and clearance times
- Severe weather or natural disasters
- Public holidays and peak shopping seasons (e.g., Black Friday, Christmas)
- Strikes, pandemics, or other force majeure events
PAWGLOSS is not liable for delays caused by these factors but will assist you in tracking and resolving any issues with the carrier.
Address Accuracy
- It is your responsibility to provide a complete and accurate shipping address at checkout.
- We are unable to modify or reroute orders once they have been dispatched from the fulfillment center.
- If a package is returned to sender due to an incorrect address, refused delivery, or repeated failed delivery attempts, the customer is responsible for the cost of reshipment.
Lost or Stolen Packages
- If your tracking shows "delivered" but you have not received your package, please check with neighbors, household members, and your local post office before contacting us.
- For packages confirmed lost in transit, please notify us within 30 days of the shipping confirmation date so we can file a claim with the carrier.
- PAWGLOSS is not responsible for packages marked as delivered but stolen from the delivery address.
Damaged or Defective Items
- If your item arrives damaged or defective, please contact us within 7 days of delivery with your order number and clear photos of the product and packaging.
- We will arrange a replacement or refund at no additional cost to you.
Order Cancellations and Changes
- Orders can be cancelled or modified within 12 hours of placement. After this window, your order has likely entered processing at the fulfillment center and cannot be changed.
- To request a cancellation or change, contact us immediately at the email below.
Contact Us
For any shipping-related questions or concerns, please reach out:
Email: orders@pawgloss.com Response time: Within 1–2 business days
This policy was last updated on 05/16/2026. PAWGLOSS reserves the right to update this Shipping Policy at any time. Changes take effect upon posting to this page.