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This Shipping Policy (“Policy”) governs the processing, handling, and delivery of all physical goods purchased from Paw Sanctuary (“Company,” “we,” “us,” or “our”) via our Shopify-hosted website and any associated platforms, tools, or sales channels. This Policy applies to all customers (“you,” “your,” “user,” or “purchaser”) without exception and forms an integral part of our legally binding Terms of Service
By placing an order through our website or affiliated sales channels, you expressly acknowledge, agree to, and are legally bound by all terms, provisions, stipulations, and limitations set forth in this Policy. Your act of purchasing constitutes full consent to these provisions, whether or not you have read them in full.
Section 1 – Order Processing Times
1.1 All orders placed through Paw Sanctuary are subject to a processing period of approximately three (3) to seven (7) business days. “Processing” includes, but is not limited to, order verification, product quality checks, order packaging, fulfillment queue management, and preparation for shipment.
1.2 Processing time estimates do not include weekends, national holidays, or force majeure events. During periods of elevated volume—including, but not limited to, seasonal promotions, inventory restocks, or shipping network disruptions—processing timeframes may be extended without prior notice.
1.3 Order confirmations and tracking details will be delivered electronically to the email address provided during checkout once the order has been fulfilled and passed to the appropriate logistics partner.
Section 2 – Delivery Timeframes and Shipping Windows
2.1 All orders are shipped from international fulfillment centers to the designated shipping address provided by the customer at checkout. You are solely responsible for providing accurate, complete, and valid shipping information.
2.2 Estimated transit times for each geographic region are as follows (business days only, excluding processing):
United States: 10 to 20 business days
Canada: 10 to 20 business days
United Kingdom: 10 to 20 business days
Australia: 10 to 20 business days
All other international destinations: 12 to 20 business days
2.3 The maximum allowable delivery window shall be twenty (20) business days from the date of shipment confirmation. In accordance with our Terms of Service, delivery within this timeframe constitutes timely and satisfactory fulfillment of our shipping obligation.
2.4 Delivery estimates are approximations only and do not constitute contractual guarantees. External variables—such as customs clearance, postal backlogs, regional courier inefficiencies, geopolitical delays, or extreme weather—may extend actual delivery beyond these estimates. Paw Sanctuary shall not be held liable for such delays.
Section 3 – Tracking, Receipt, and Proof of Delivery
3.1 Once an order is shipped, you will receive a tracking number via email. You are responsible for monitoring the shipment and resolving any delivery access issues.
3.2 Orders marked “delivered” by the carrier or tracking system are considered legally fulfilled and closed. In such cases, Paw Sanctuary bears no liability for disputes related to theft, loss after delivery, or mistaken delivery to shared or unsecured locations.
3.3 You acknowledge and agree that courier confirmation of delivery to the address provided is legally sufficient to constitute receipt by you or your authorized agent. We are not responsible for claims of non-receipt when tracking confirms delivery.
Section 4 – Returned Mail, Inaccessible Addresses, and Re-Delivery
4.1 Orders returned to sender due to inaccurate, incomplete, or undeliverable addresses are not eligible for refund. You may request re-shipment at your own expense if and only if the returned item is received back in satisfactory condition.
4.2 Paw Sanctuary reserves the right to decline reshipment or replacement of orders returned due to user error, refusal to accept the package, failure to pay import duties (if applicable), or issues involving local postal authorities.
Section 5 – Lost, Damaged, or Delayed Parcels
5.1 If your tracking number shows no update or movement for thirty (30) consecutive calendar days from the shipment date, you may contact us at info@thepawsanctuary.org - to initiate a lost parcel claim.
5.2 Verified lost parcels may be eligible for one-time replacement or refund, solely at our discretion, provided the customer cooperates in a good faith investigation and submits any requested documentation.
5.3 Claims regarding damaged or defective items must be submitted via email within forty-eight (48) hours of confirmed delivery, accompanied by time-stamped photographic or video evidence. Claims submitted after this period may be denied.
5.4 Orders that remain “in transit” but have not exceeded the maximum delivery window of twenty (20) business days do not qualify as lost or delayed under our Policy. No refunds or replacements will be offered during this period.
Section 6 – Customs, Duties, and Local Regulations
6.1 Paw Sanctuary is not responsible for delays, holds, or seizures imposed by customs authorities in the recipient country. It is your sole responsibility to ensure that the items purchased comply with the laws and import restrictions of your jurisdiction.
6.2 You are responsible for any customs duties, taxes, handling charges, or local tariffs imposed by your local government. These fees are not included in our product pricing or shipping rates and must be paid by the recipient upon arrival.
6.3 If you refuse to pay duties or abandon the package at customs, no refund will be issued, and the package will be considered forfeited.
Section 7 – All Sales Final / No Cancellations After Purchase
7.1 As clearly outlined in our Terms of Service, all purchases made through our website are final and non-refundable. Once an order is placed, it may not be canceled, altered, or refunded under any circumstances, including “change of mind,” “found cheaper elsewhere,” or disagreement with our marketing or donation practices.
7.2 By proceeding with your purchase, you expressly waive your right to request a cancellation or file a chargeback for any reason outside of verified product defect or non-delivery within the maximum timeframe.
7.3 If you have placed an order and wish to cancel it before shipment, we do not guarantee the ability to intercept or refund the transaction. Once the order is transmitted to our warehouse, it is considered irreversible.
Section 8 – Contact Information
If you have additional questions or require assistance regarding shipping-related matters, please contact us directly:
This Policy is subject to change at any time without prior notice. You are responsible for reviewing it before each purchase.
Your continued use of our website and services constitutes full legal consent to the terms outlined above and in our Terms of Service.