Shipping Policy

Order Processing

Orders are generally processed within 3–5 business days after payment is successfully received. Orders are not normally processed on weekends or public holidays. Processing may take longer during holidays, promotional events, or unusually busy periods.

Shipping Fee

Standard Shipping is a flat US$5.99 per order, unless a different rate or free-shipping promotion is clearly shown at checkout.

Estimated Delivery Time

For orders shipped to the United States, estimated delivery is generally 10–20 business days after dispatch. Delivery to other countries or regions may vary and will depend on the destination and shipping service available at checkout.

Processing time and delivery time are separate. Delivery estimates are not guaranteed and do not include delays caused by customs, carriers, weather, holidays, remote locations, address problems, or other circumstances outside our reasonable control.

Tracking

When tracking is available, a shipping confirmation email will be sent after dispatch. Tracking may take 1–3 business days to update after a label is created. Orders containing multiple items may arrive in separate packages and at different times.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address. Contact service@pawmoriva.com within 12 hours of ordering if a correction is needed. We cannot guarantee changes after processing begins and are not responsible for delivery failure caused by an incorrect or incomplete address provided by the customer. Additional reshipping charges may apply.

Customs, Duties, and Taxes

International orders may be subject to import duties, taxes, brokerage fees, or customs charges imposed by the destination country. Unless checkout expressly states otherwise, these charges are the customer’s responsibility. Customs procedures may delay delivery.

Delayed, Lost, or Damaged Packages

If tracking has not updated for an extended period or the package appears delayed, contact us and we will assist with a carrier inquiry. If an item arrives damaged, notify us within 7 days and provide photographs or video of the item, packaging, and shipping label.

If tracking states that a package was delivered, first check with household members, neighbors, the carrier, and building management. We may require carrier documentation before offering a replacement or refund.