Shipping policy

Shipping Policy

Where We Ship

We currently ship to addresses within the United States only. Every order is made to order and shipped directly from Guangzhou, China.

Customization & Processing Time

Each item is made to order using the photos or personalization details you provide. Customization and processing times vary by product. Please refer to the timeframe shown on the relevant product page when you place your order.

We provide a full 1-hour cancellation window after purchase. Production begins only after this window has ended and we have received payment and all required, usable personalization details.

If your photos or personalization details are unsuitable for production, we will contact you for a replacement or clarification. Time spent waiting for your information or response is excluded from the production timeframe, and estimated delivery will be extended accordingly.

Orders with Multiple Items

Orders containing multiple items ship together once all items are ready. Order preparation follows the item with the longest production timeframe. If additional information or confirmation is needed for any item, the estimated delivery timeframe for the entire order will be extended accordingly.

Shipping Time

Tracked U.S. shipping usually takes 9–14 business days after your order is physically handed to the carrier. Creating a shipping label or tracking number does not, by itself, mean that your order has shipped. Shipping time does not include customization and processing time.

Estimated Delivery

Total estimated delivery time consists of the customization and processing time for your selected product plus shipping time after dispatch. There is no single total delivery timeframe for all products. Please refer to the earliest and total estimates shown on the relevant product page when you place your order.

The earliest estimate is the lower end of the estimated range, not a guaranteed arrival date. Later changes to a product page do not change the estimate recorded when an existing order was placed. Any extension caused by waiting for your required information or confirmation will be communicated to you.

Business Days

All timelines are measured in business days: Monday through Friday, excluding U.S. public holidays. Orders received on weekends or public holidays begin processing on the next business day, subject to the cancellation window and receipt of all required, usable details. Weekends and public holidays extend the calendar delivery date accordingly.

Shipping Cost

Tracked shipping is free on all orders. Any applicable taxes are shown at checkout.

Duties & Taxes

Orders ship from China. We pay all U.S. import duties and customs fees, so you will not be asked to pay any additional customs charges on delivery. Any applicable sales tax is shown at checkout.

Tracking

Once your order ships, we will email you a tracking number. Tracking may take 24 to 48 hours to update after shipment.

Production Delays

If we expect that we cannot ship within the processing timeframe stated when you ordered, we will contact you with a revised estimated shipment date and applicable options to wait or cancel for a refund. We will handle delay notices, consent, cancellations, and refunds in accordance with applicable law. The restrictions on change-of-mind cancellations do not exclude these rights.

Delayed or Lost Shipments

If your shipped order has not arrived by the end of the applicable estimated delivery timeframe, please email support@pawtraittown.com with your order number. We will review the tracking information, investigate with our shipping partner, and keep you informed. If tracking shows delivery but you have not received the package, we will help investigate the delivery records.

If a package is confirmed lost, we will arrange a replacement or a refund. For damaged, defective, or incorrectly made items, please see our Returns & Refunds Policy.

Shipping Address

Please double-check your shipping address at checkout. If you notice an error, contact us as soon as possible. We will try to assist with corrections before dispatch, but changes cannot be guaranteed once the package has been handed to the carrier. If delivery fails because of incorrect details you supplied, we will discuss the available resolution and any applicable redelivery costs with you. This does not exclude our responsibility for errors made by us or your statutory rights.

Contact

Email support@pawtraittown.com with your order number. We usually respond within 1–2 business days. Whether a request was submitted on time is determined by when we receive it, not when our support team replies.