Shipping policy

Shipping Policy

Welcome to Pawlo! To ensure your order is delivered promptly and securely, we have established the following shipping policy. Please read carefully before placing your order. We appreciate your support and understanding.

1. Shipping Method and Delivery Areas

Standard Shipping: 

Available for most countries and regions, typically delivered within 10-15 business days. 

Delivery Areas: We ship to most major countries and regions worldwide. You can check during checkout to see if we ship to your location. In cases of special circumstances (such as customs restrictions or remote areas), we may not be able to provide shipping services. In such cases, we will notify you and arrange for the order to be canceled or refunded.

2. Order Processing Time

· Order Processing Time: Typically 2-6 business days. Once your order is confirmed, we will process and ship it as soon as possible. You will receive order status updates via email during processing.

· Holidays: Please note that order processing may be delayed during holidays. We appreciate your understanding.

3. Shipping Costs

· Shipping Fees: Shipping costs are calculated based on the destination, package weight, and the shipping method selected. The system will automatically calculate and display the shipping cost at checkout.

· Free Shipping Policy: If your order total exceeds $49 currency units, you will qualify for free shipping. This policy may vary by region or during promotional events. Please refer to our website for details.

4. Order Tracking

· Track Your Order: Once your order is shipped, you will receive an email with a tracking number. You can use the tracking number to check the real-time status of your package on the shipping carrier’s website.

· Shipping Delays: Please note that uncontrollable factors such as customs clearance, severe weather, or pandemics may cause delays. If your package is not delivered within the expected time, please contact us, and we will assist in resolving the issue.

5. Customs and Duties

· Customs Policy: For international shipping, customs clearance procedures may apply. Some countries or regions may require the payment of import duties, VAT, or other fees. We have no control over these charges, and they are the responsibility of the recipient.

· Customs Delays: If your package is held by customs, please contact your local customs office to resolve the issue. While we will provide necessary assistance, customs delays are beyond our control.

6. Handling Shipping Issues

· Lost Package: If you have not received your package within the stated delivery time, please contact us. We will verify the situation with the shipping carrier and offer compensation or arrange for a reshipment if the package is confirmed lost.

· Returned Package:Please be sure to provide your address with specific details such as street number/building number/apartment number if you have one.

We are not responsible for any failed delivery attempt caused by the negligent behaviors of customers. Negligence includes, but is not limited to, no one answer the call, incorrect information provided for delivery, such as order address/contact number/consignee's name. In this case, we are unable to file a refund for you.

If your package is returned due to an incorrect address or unavailability for delivery, please contact us to update your address or arrange for reshipment. Reshipping fees may be at your expense.

7.PO BOX Address

Express Shipping is not available for P.O. Boxes and APO/FPO addresses. The delivery time for these addresses will take longer and may have chance failing to be delivered. We will not responsible for this.

8. Contact Us

If you have any questions or need assistance during the shipping process, please contact our customer service team via the following method:

· Email: support@pawlo.pet

We value each customer’s experience and strive to provide excellent shipping services. Thank you for your support and understanding!