Shipping policy

Shipping Policy

Every Paw Hug product is made to order after you buy it. Delivery time is the time to make your item plus the time to ship it.

1. Where we ship

We currently ship to the United States, Canada, Australia and New Zealand. Only these destinations can be selected at checkout.

2. How long it takes

Making your item: about 2 weeks after we have checked your photo.
Shipping: about 2 weeks after it is sent.
In total: please allow about 4 weeks from order to delivery.

These are estimates, not guarantees. Public holidays in China and in your country, carrier delays and customs checks can add time. If you need an item by a particular date, email us before ordering and we will tell you honestly whether it is realistic.

3. Shipping cost

Shipping is included in our prices. There is no shipping charge at checkout.

4. Tracking

You will get an order confirmation email when you order, and a shipping email with a tracking number once your item is sent.
Tracking can take 24–48 hours to show updates after the item is sent.

5. Customs, duties and taxes

Your order may be charged import duties or taxes by your country's customs authority. These are set by your government, not by us, and are not included in our prices or shipping. You are responsible for paying them if they apply.

6. Address problems and failed delivery

Please check your address before you order. If it is wrong, email us as soon as possible. We can change it before your item is sent.
If a parcel comes back to us because of a wrong or incomplete address, or because it wasn't collected or was refused, you will need to pay for it to be sent again.

7. Lost or damaged parcels

If your parcel arrives damaged, email us photos within 7 days of delivery. If it seems lost, email us and we will investigate with the carrier. See our refund policy for how we put it right.