Shipping policy
3. Shipping policy (Política de envío)
Free shipping on every order.
Where we ship We currently ship to the United States.
Delivery times
- Processing: 1–3 business days to prepare and dispatch your order.
- Delivery: 5–12 business days after dispatch, depending on your location.
Business days are Monday to Friday, excluding holidays. Delivery times are estimates. During peak seasons or due to carrier delays they may occasionally be longer.
Order tracking As soon as your order ships, we'll email you a tracking number so you can follow it until it reaches your door.
Customs and import duties Any import duties or taxes on orders shipped to the United States are covered by us. You won't be asked to pay anything extra on delivery.
Wrong address Please check your shipping address before placing the order. If you notice a mistake, email us as soon as possible: we can update it only if the order hasn't shipped yet. We aren't responsible for orders delivered to an incorrect address provided by the customer.
Lost or delayed orders If your order hasn't arrived 12 business days after it shipped, or tracking hasn't updated for several days, email us at paw.heaven@outlook.es with your order number. We'll look into it with the carrier and, if the package is lost, we'll send you a new one or refund you in full.