Shipping policy

Last updated: October 21, 2026

Thank you for shopping with Paw & Smile. This policy explains order processing, transportation, delivery estimates, and shipping charges.

Order processing

For most in-stock, non-custom products, our normal target is for the supplier to process and dispatch the order within 2–3 business days, excluding weekends and holidays. This is an estimate, not a guarantee, and actual processing time may vary by supplier, product availability, order volume, and other circumstances.

Order processing is the time used to prepare and hand an order to the carrier. It is separate from transportation time and final delivery time after carrier pickup.

Customized and made-to-order products

Customized and made-to-order products have separate production schedules shown on the applicable product page or communicated before production begins. The Chongker “Custom Backpack By Photos” variant is specifically excluded from the 2–3-business-day processing or dispatch estimate. Paw & Smile will not accept orders for that customization option unless the photo-submission, proof-approval, production-time, and supplier handoff process has been confirmed.

Shipping methods, charges, and delivery estimates

Available shipping services and charges are calculated and displayed at checkout. Charges may vary by supplier, destination, product, package weight or size, and selected service.

Delivery estimates begin after the carrier receives the package. They are estimates rather than guarantees and may vary based on the supplier, destination, product, customs processing, carrier conditions, weather, service disruptions, and other events outside our reasonable control.

Multiple shipments and international dispatch

Products may be supplied by different Shopify Collective suppliers and may arrive in separate packages. Some products may be dispatched internationally. International shipments may be subject to customs review, import duties, taxes, brokerage charges, or delays. Any charges collected by Shopify at checkout will be displayed before payment; charges imposed separately by a destination country or carrier may be the customer's responsibility where permitted by law.

Tracking and address accuracy

When tracking is available, it will be provided after shipment. Tracking information can take time to update. Please check the shipping address carefully at checkout and contact us promptly if a correction is needed.

Delays, cancellation, loss, and non-delivery

If an order is delayed, lost, damaged, unavailable, cancelled, or not delivered, contact Paw & Smile so we can investigate with the supplier and carrier. Nothing in this policy limits any rights or remedies provided by applicable law. Where required, customers remain entitled to legally available cancellation, replacement, refund, chargeback, or non-delivery remedies.