Shipping Policy

Last Updated: September 2026

Order Processing

All orders are processed within 2–4 business days after payment has been confirmed.

Orders are processed Monday through Friday, excluding U.S. public holidays.

Once your order has been shipped, you will receive a confirmation email containing your tracking number.

Estimated Delivery Time

Our estimated delivery time is 8–12 business days after shipment.

Delivery times are estimates and may vary due to carrier delays, customs processing, weather conditions, or other circumstances outside our control.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an incorrect address is provided, please contact us immediately. We cannot guarantee address changes after an order has entered processing.

Tracking

Tracking information may take 48-72 hours to update after shipment.

Lost or Delayed Shipments

If your package appears significantly delayed or lost in transit, please contact us.

We will work with the shipping carrier to investigate the shipment and help reach an appropriate resolution.

Damaged Deliveries

If your order arrives damaged, please contact us within 7 days of delivery and include photographs of:

• the product,

• the packaging,

• and the shipping label.

We will review your claim and provide a suitable solution.

Delivery Confirmation, Unclaimed Packages & Missing Deliveries

At Pawtera, we are committed to ensuring that every order is shipped to the delivery address provided by the customer during checkout.

Customer Shipping Information

Customers are responsible for providing accurate and complete shipping information, including their full name, delivery address, postal code, and contact details.

If incorrect or incomplete information results in a failed delivery, additional shipping charges or reshipment costs may apply, where permitted by applicable law.

Failed Delivery Attempts & Unclaimed Packages

Customers are encouraged to monitor their shipment using the tracking information provided and respond to any delivery notifications issued by the carrier.

If a delivery attempt is unsuccessful, customers should contact the carrier or our customer support team to arrange an alternative delivery or collection, where available.

Orders returned due to repeated unsuccessful delivery attempts, incorrect customer-provided information, or failure to collect a package will be reviewed individually.

Any applicable reshipment charges will be communicated before a new shipment is arranged.

Packages Marked as Delivered

When a carrier marks an order as delivered, Pawtera may request and review supporting delivery documentation, including tracking records, delivery timestamps, photographic evidence, signatures, or carrier confirmation.

If your order is marked as delivered but you cannot locate it, please contact our customer support team promptly.

We may ask you to:

• Verify the delivery address associated with your order.
• Check with other household members or authorized recipients.
• Check any designated safe place or collection location.
• Provide relevant information to assist with a carrier investigation.

A carrier’s delivery confirmation will be considered relevant evidence but will not automatically exclude a valid claim for non-delivery.

Lost or Missing Packages

Claims involving packages reported as missing after a recorded delivery will be reviewed individually, taking into account the available delivery evidence, carrier investigation, and applicable consumer protection laws.

Where delivery to the customer or an authorized recipient has been established, responsibility for subsequent loss may rest with the recipient, subject to applicable law.

Pawtera reserves the right to investigate delivery-related claims and provide relevant order, shipping, and delivery documentation to payment processors or financial institutions when responding to payment disputes.

Nothing in this policy limits or excludes any statutory consumer rights.