Shipping Policy

This Shipping Policy explains how and when your order leaves us, what it costs, and what happens if something goes wrong in transit.

1. Processing

Orders are packed in the order they arrive. You'll get a confirmation email when the order is placed, and a second email with tracking as soon as the parcel is handed to the carrier.

2. Shipping costs

• Free shipping on orders over $50.
• Below that threshold, shipping is calculated at checkout based on your address and the size of the order.
• Any duties or import taxes, where they apply, are the customer's responsibility.

3. Delivery estimates

Estimated delivery times shown at checkout are provided for convenience and are not guaranteed. Delays can happen because of carrier backlogs, customs, weather, or other circumstances outside our control.

4. Wrong or incomplete addresses

Please check your address carefully at checkout. We're not able to reroute a parcel once it's with the carrier, and we can't take responsibility for orders delayed or lost because of incorrect address details provided at checkout. If you spot a mistake, email puffypaw.support@gmail.com immediately and we'll change it if the order hasn't shipped.

5. Lost or damaged in transit

If your parcel arrives damaged, or tracking stops moving for an unusual length of time, contact us within 15 days of the expected delivery date and we'll investigate with the carrier and make it right — see the Refund Policy for how replacements and refunds work.

6. Multiple items

Larger orders occasionally ship in more than one parcel, arriving a day or two apart. Nothing is missing — the second tracking number follows separately.

7. Questions

Anything unclear about shipping, write to puffypaw.support@gmail.com.