Last updated: October 31, 2026

This Shipping Policy explains how PawLoom prepares, ships and delivers orders. It applies to all orders placed through this website.

Order processing

Orders are processed Monday to Saturday, excluding public holidays. Please allow 1–2 business days for order verification, packing and hand-over to the carrier. Orders placed after 15:00 (local warehouse time) on Saturday are processed on the next business day.

Shipping options and rates

Rates are calculated at checkout before payment. The free-shipping threshold is based on the order subtotal after discounts and before taxes. If you select Express Shipping, the express fee applies to the whole order.

Where we ship

We currently ship to addresses in the United States, Canada, the United Kingdom, Australia and the European Union. If your country is not listed at checkout, please message us on WhatsApp and we will confirm whether delivery is possible.

Tracking your order

Once your parcel leaves the warehouse you will receive a shipping confirmation email containing a tracking number and a tracking link. Tracking information can take up to 48 hours to become active. You can also view the status of any order from My Account → Orders.

Delivery estimates

Delivery times are estimates, not guarantees. They exclude customs inspection, public holidays, severe weather and other carrier delays outside our control. If your parcel is significantly delayed, contact us and we will open an investigation with the carrier on your behalf.

Customs, duties and taxes

For destinations outside the United States, import duties, taxes and customs clearance fees may be charged by your local authority. These charges are the recipient’s responsibility and are not included in our prices or shipping rates. We are required by law to declare the true value of the goods on customs paperwork.

Incorrect or incomplete addresses

Please check your delivery address carefully at checkout. If an order is returned to us because the address was incomplete or incorrect, we will contact you to arrange reshipment, and a new shipping charge may apply. Address changes are only possible before the order is handed to the carrier.

Lost, damaged or missing parcels

If tracking shows your parcel as delivered but you have not received it, please check with neighbours and your local carrier office first, then contact us within 7 days of the delivery scan. If a parcel arrives damaged, keep the packaging and photograph the item before unpacking it further — this helps us file a carrier claim quickly. Where a claim is approved we will send a replacement or issue a refund.

Contact us

Questions about a shipment? Message us and quote your order number: