To ensure that your package is properly delivered and that you receive it within the time frames we advertise, please ensure that your address is correctly entered and includes all relevant and required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not accept responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or entered incorrectly at the time of purchase.

We work with trusted courier services to deliver your orders safely. At checkout, you can select from standard or express shipping options. Each order is assigned a tracking number. Delivery times and fees vary by region and urgency. We always choose the most reliable options for your area. Orders shipping to APOs and US Territories may experience delays, and we reserve the right to change carriers at any time.

For international shipments, the goods will be imported on behalf of the consignee/buyer. The consignee authorizes Potail Paws to import the goods on his behalf. Further, the consignee/buyer agrees that Potail Paws may delegate the obligation to import the goods on his behalf to a subcontractor (e.g., customs broker). The consignee will pay the taxes & duties in addition to the purchase price of the goods.

1. Order processing time
   All orders are subject to a processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 7 business days (excluding Saturdays, Sundays, and Holidays) to process. You’ll receive a confirmation email once your order is on the way. We ensure proper packaging and care at every step. We want your products to arrive in perfect condition.
2.  Tracking and notifications
   Once your order is shipped, you will receive an email with tracking details. You can follow your parcel in real-time using the link provided. In case of delays, we notify you immediately. We remain available via email or chat for assistance. Transparency is part of our commitment to you.
3. Shipping fees
   Shipping fees are calculated at checkout based on weight, location, and delivery speed. We occasionally offer free shipping on selected products or promotions. You’ll see the full amount before placing an order. If you refuse any shipments from potailpaws.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued. Shipping fees are non-refundable in this case.
   
   
4. Lost packages
   If your order doesn’t arrive within 10 days (domestic) or 20 days (international), contact us within 10-20 days of the delivery date to be eligible for a store credit or reship, if the parcel is confirmed lost by the courier. Potail Paws does not guarantee responsibility for packages that have been reported as “Delivered” by the carrier and will review on a case-by-case basis. 
5. Delivery Claims
   We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). Potail Paws does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.