Shipping policy

Shipping options, charges, and estimated delivery times vary by destination and product. Available services and the final shipping charge are shown at checkout before you complete your purchase.

For assistance, contact friends@waggywaggypets.com with your order number.

Shipping Rates & Free Shipping

Free Shipping Eligibility

We offer an eligible free shipping option on orders of US$50 or more, after discounts and before taxes, to qualifying non-remote destinations.

Eligible Regions

  • United States: Contiguous United States, excluding remote or outlying areas. Alaska, Hawaii, U.S. territories, and military addresses are excluded.

  • Canada: Eligible non-remote destinations.

  • Australia: Eligible metropolitan destinations.

  • New Zealand: Eligible non-remote destinations.

Free shipping is not available for remote or outlying areas, excluded islands or territories, or destinations requiring special carrier handling or additional shipping charges.

Eligibility is determined by the delivery address and reflected at checkout. If you are unsure whether your address qualifies, please contact us before ordering.

Paid Shipping & Upgrades

For orders or destinations that do not qualify for free shipping, available shipping charges are shown at checkout.

Eligible orders may also receive discounts on faster shipping services. Any available free shipping option or shipping discount will be reflected in the final checkout price.

Free shipping applies only to the eligible service shown at checkout. Selecting a faster service may incur an additional charge.

Processing & Delivery Times

Before Your Order Ships

Ready-Made Products

Ready-made products require order processing and packing before shipment. Any processing estimate provided on the product page is separate from carrier transit time.

Pawsonalized Products

All Pawsonalized products require design and production before shipment. Production times vary by product and complexity and are listed on each product page.

For orders requiring Design Proof or Preview approval, the stated production period begins after the final design is approved, including approval under our no-response policy. Time spent reviewing proofs, requesting revisions, or awaiting a response is additional.

Please see our Design Proofs & Revisions page for details.

Transit Times

Estimated transit times by destination and shipping service are available on our Shipping Times by Country & Region page.

These estimates cover carrier transit only. They do not include order processing, design, proof review, or production time.

Orders may be shipped internationally through our artisan and fulfillment partners, depending on the product and destination.

Delivery Estimates

Delivery times are estimates, not guaranteed arrival dates. Choosing a faster shipping service does not shorten design or production time.

Tracking & Shipping Delays

Tracking Updates

Tracking updates may pause while a package moves between facilities, crosses borders, or transfers between carriers. A temporary lack of updates does not necessarily mean the package is lost.

If tracking shows no movement for 30 consecutive calendar days, please contact us so we can request an investigation. You may also contact us earlier if the estimated delivery window has passed or tracking shows an issue.

Delays

Delays may result from seasonal shipping volume, severe weather, carrier backlogs, customs inspections, or other transit disruptions.

Shipping delays alone do not automatically qualify an order for a refund or cancellation. Custom-order cancellations remain subject to the order’s actual progress and our Returns and Refunds.

We will assist with tracking and carrier enquiries. This does not limit any remedy required by applicable law.

Lost, Delivered or Damaged Packages

Packages Lost in Transit

We normally confirm loss through the carrier’s investigation and applicable procedures. A period without tracking updates does not, by itself, establish that a package is lost.

Confirmed Loss

If the carrier confirms that a shipment is lost, we will arrange a full refund or a replacement at no additional shipping cost, in consultation with you.

Unresolved Investigations

If an investigation remains unresolved for an extended period, we will review the available evidence and applicable requirements to determine the next steps. We will not leave a claim pending indefinitely solely because the carrier has not issued a final decision.

Marked as Delivered but Not Received

Please first check the delivery location and ask household members, neighbours, building management, or reception staff whether they accepted the package.

If you still cannot locate it, contact us promptly. We may request your cooperation in checking the address and assisting with the carrier’s investigation.

How Claims Are Assessed

We will assess the available delivery evidence, including delivery photos, signatures, address details, and carrier investigation findings.

Reporting a package as not received does not automatically qualify for a refund or replacement. If the evidence confirms correct delivery to the order address, subsequent loss or theft is generally not eligible for a refund or free replacement, except where required by applicable law.

Items Damaged in Transit

If your item arrives damaged, please contact us within 14 calendar days of delivery with your order number and clear photos of:

  • The damaged item;

  • The outer and inner packaging; and

  • The shipping label.

Please retain the item and packaging while we assess the issue. Do not return the item until we provide instructions.

Once transit damage is verified, we will arrange an appropriate resolution under our Returns & Refunds Policy. Necessary return and replacement shipping costs will be covered by us.

The reporting timeframe does not limit your rights under applicable consumer protection laws.

Address Errors & Returned Packages

Address Changes

Please check that your shipping address is accurate and complete before placing your order.

If you notice an error, contact us as soon as possible. We will try to assist, but address changes cannot be guaranteed once an order has been handed to the carrier.

Incorrect Addresses, Refused or Unclaimed Packages

If a package is returned because of a customer-provided address error, refusal, or failure to collect, we can assist with reshipping. Additional shipping costs resulting from these circumstances are the customer’s responsibility and will be confirmed before reshipment.

A returned package does not automatically qualify as an approved return or cancellation. Ready-made items will be assessed under our return conditions; custom items do not become eligible for change-of-mind returns because a delivery was refused or unclaimed.

If you refuse delivery because an item is damaged or incorrect, please contact us so we can assess it under the relevant after-sales policy.

Contact Us

For shipping questions, email friends@waggywaggypets.com or visit our Contact page.

This policy does not limit your rights under applicable consumer protection laws.