Shipping & Delivery

Last updated: October 29, 2026

This Shipping & Delivery Policy explains how Pawsomely prepares your personalized pet gift, where we ship, what shipping costs (nothing) and how long it takes to reach you. It covers every order placed on pawsomely.shop. If something here is unclear, email support@pawsomely.shop and a real person will reply within 24 hours on business days.

1. How processing works for personalized gifts

Every Pawsomely gift is made from the details you give us, so “processing” is the time we need to set up your pet’s name, dates or photo on the design, produce the item, check it and pack it. This takes 1-3 business days after your payment is confirmed. Business days are Monday to Friday, not counting US public holidays. An order placed on a Saturday evening starts processing on Monday.

Personalization comes from the order notes box at checkout. Type your pet’s name, any date, the wording you want and, for photo designs, paste a link to your photo or tell us you will email it. If the notes are empty or unclear, we email you before we start, and the processing clock begins once we have what we need. We do not send a proof or mockup before production, so please read the notes once more before you pay. A quick example: if you are ordering a doormat for Biscuit the beagle and Miso the tabby, write the names exactly in the order you want them to appear.

You receive an order confirmation email as soon as you check out. When your parcel leaves us, we send a shipping email with tracking details for your shipment.

2. Shipping costs and delivery times by country

Shipping is free to all four countries we serve. There is no minimum order value, no coupon to enter and no hidden handling fee. The free shipping method is selected automatically at checkout once you enter an address in one of these countries.

Delivery times are estimates, not guaranteed dates. Weather, carrier volume around the holidays and customs checks for international parcels can add a few days. If your parcel runs well past the estimate, section 7 explains exactly what we do about it.

3. Where we ship from and where we deliver

Pawsomely orders ship from the USA. We deliver to residential and business addresses in the United States, Canada, Australia and New Zealand. If you enter an address outside these four countries, checkout will not offer a shipping method and the order cannot be completed. We are not able to forward parcels to other countries or to freight-forwarding services.

Shipping to a gift recipient? Enter their name and address as the shipping address and your own details for billing. You can add a short message for the recipient in the order notes box together with the personalization details; just label it clearly, for example “Gift message: Merry Christmas from Pepper and the gang”.

4. Planning around holidays and special dates

Many of our customers order ornaments for Christmas, mugs for Mother’s Day or Father’s Day “from the dog”, and blankets for winter birthdays. Because every item is personalized and the total estimate is 8-17 business days, we suggest ordering at least three and a half weeks before the date that matters. For December holidays, earlier is kinder to everyone, including the carrier.

If your date is close, email us before ordering and tell us where the parcel is going. We cannot buy faster shipping for you, and we will not promise a date we cannot control, but we will give you an honest view of whether it is likely to arrive in time.

5. Tracking your parcel

When your order ships, our shipping email includes the tracking details for your parcel. The first tracking scan can take 24 to 48 hours to appear after the label is created, so a “label created” status on the first day is normal. You can also look up your order on our Order Tracking page using your order number and the email address you used at checkout.

Did not receive a shipping email? Check your spam or promotions folder first, then email us with your order number. We will resend the details.

6. Getting the address right, and changing it

Please check the recipient’s name, street, apartment or unit number, city, state or province and ZIP or postal code before you place your order. Australian and New Zealand addresses often need a suburb; Canadian postal codes need the space in the middle.

Spotted a mistake? Email us right away. Within 24 hours of ordering we can change the shipping address free of charge, along with the personalization details; see Cancel or Change an Order. After the parcel ships, we can ask the carrier to redirect it, but we cannot guarantee a redirect will succeed. If a parcel comes back to us because of an incomplete or incorrect address, we reship it as soon as you confirm the correct address. If the address error was ours, the reship costs you nothing.

7. Late, lost or “delivered but not here” parcels

If tracking has not moved for 7 business days, or your parcel has not arrived 7 business days after the end of the estimated delivery window, email us with your order number. We open an investigation with the carrier on your behalf. If the carrier confirms the parcel is lost, or the investigation has not resolved within 5 business days, we remake and resend your gift at no cost or refund you in full, whichever you prefer. Refund timing is explained in our Refund Policy.

If tracking says “delivered” but you cannot find the parcel, check around the property, with neighbours, building reception or a parcel locker, and with your local post office. Parcels are sometimes marked delivered a day early. If it still has not turned up, contact us within 60 days of the delivery date and we will help.

8. Parcels that arrive damaged

Ornaments and mugs travel well in our packaging, but accidents happen. If your parcel or the gift inside arrives damaged, keep the packaging and take a few photos: the outer box, the shipping label and the damaged item. Email them to support@pawsomely.shop within 60 days of delivery. We remake the item with the same personalization or refund it, and in most cases you do not need to send the damaged item back. Our Returns & Exchanges Policy has the full process.

9. Customs, duties and taxes

All prices on pawsomely.shop are in US dollars. Orders to the United States travel domestically and do not face import duties. Orders to Canada, Australia and New Zealand cross a border, and the destination country may charge import duties, taxes or customs handling fees. These charges are not included in our prices and are collected by the carrier or customs authority from the recipient. Pawsomely does not add sales tax at checkout.

If a parcel is held at customs, the carrier usually leaves a notice or sends a message explaining what is needed. Please respond promptly so the parcel is not returned. If you are unsure, forward the notice to us and we will explain what it means.

10. Split shipments

Items in the same order normally ship together. Occasionally, for example when an order contains a blanket and an ornament, we may send them in separate parcels so that nothing waits longer than it has to. You never pay for a split shipment, and each parcel gets its own tracking details in your shipping emails.

11. Real-life shipping examples

Numbers are easier to picture with a story. Here is how the timeline usually looks for a few typical Pawsomely orders. These are illustrations of our standard estimates, not promises for a specific date.

If your order includes several personalized items, they are usually produced during the same processing window and shipped together. A missing detail in the order notes is the most common reason an order waits, so the clearer the notes, the sooner your parcel moves.

12. Packaging and what to expect at the door

We pack each order to suit what is inside: ornaments and mugs get protective wrapping so they do not knock around in the box, while blankets and doormats travel in sturdy mailers. Please open the parcel soon after it arrives and check the spelling and condition of your item. If anything is not right, the sooner we hear from you, the sooner we can fix it, and you have 60 days from delivery to tell us.

Some carriers ask for a signature on larger parcels or leave a card when nobody is home. Follow the instructions on the card to rearrange delivery or collect the parcel from a local office. Parcels that sit uncollected for too long may be returned to sender; if that happens we contact you to arrange a reship.

13. Questions about shipping

We are happy to help with anything delivery-related. Email support@pawsomely.shop, browse the Help Center, read the FAQs or submit a ticket. Include your order number and the destination country so we can answer in one go. We reply within 24 hours on business days.

Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.