Shipping policy

Thank you for shopping at Pawly Lab Co. This shipping policy is designed to clearly explain our cancellation policy, fulfillment timelines, delivery expectations, and responsibilities. By placing an order, you acknowledge and agree to the terms below.

1. Order Processing Time

  • Standard Processing: 1–3 business days (excluding weekends and holidays).
  • Customized Name Tag Orders: Require up to an additional 5 business days before shipment.

Cancellations & Amendments

  • Orders can be modified within 30 minutes of purchase. Please use the Order Editing feature provided in your order confirmation email to make any necessary changes.
  • If you would like to cancel your order, please contact us within an hour after your order was placed. 
  • Once an order enters processing or customization, cancellations or changes are no longer possible.
  • Orders already in processing will proceed to fulfillment and may be handled through the Return & Exchange process after delivery.

Processing time is separate from shipping/transit time. Shipping times do not include delays caused by customs clearance.

2. Shipping & Transit Time

  • Estimated Transit Time: 7–10 business days after shipment.
  • During peak seasons, promotions, or carrier congestion, delivery may extend up to 12 business days.
  • Shipping timelines are estimates, not guarantees, and carrier delays are beyond our control.

An order is not considered late or undelivered unless it exceeds the maximum disclosed processing and shipping timeframe.

3. Holiday & Peak Season Delays

Orders placed during holidays or promotions may experience extended processing or transit times. By placing an order during these periods, customers acknowledge and accept potential delays.

4. Address Accuracy & Changes

  • Customers are responsible for providing a complete and accurate shipping address at checkout.
  • Address changes can be done using our 30-minute self-service order editing feature. Please ensure to double-check your shipping address before proceeding. 
  • PawlyLab Co. is not responsible for delivery issues caused by incorrect or incomplete addresses provided by the customer.

5. Shipping Confirmation & Tracking

  • A shipment confirmation email with tracking information is sent once the order ships.
  • Tracking may take 1–3 business days to become active and may not update in real time.

6. Delivery Confirmation

  • Orders are considered successfully delivered once the carrier confirms delivery to the address provided at checkout.
  • Carrier confirmation may include timestamps, GPS data, or photographic evidence.
  • PawlyLab Co is not responsible for loss, theft, or misplacement after delivery confirmation.

7. Lost or Delayed Shipments

  • If tracking shows "Delivered" but the package is not located, customers should allow 48 hours and check with household members, neighbors, or the local carrier.
  • Delivery-related concerns must be reported within 7 days of delivery confirmation.

8. Unclaimed or Refused Packages

If a package is refused or not collected despite multiple delivery attempts or carrier notifications:

  • PawlyLab Co. is not responsible for labor, shipping, or handling costs incurred.
  • Any return shipping or reshipment costs may be deducted from the order value or charged separately.
  • If a package is returned to the sender or destroyed after multiple failed delivery attempts, PawlyLab Co. will review the situation and determine the appropriate resolution in accordance with applicable law.

9. Shipping Protection

  • Shipping Protection covers loss or damage during transit only.
  • It does not cover packages lost, stolen, or misplaced after delivery is confirmed by the carrier.
  • Without Shipping Protection, customers must file claims directly with the carrier.
  • With Shipping Protection, contact info@betterdoglife.com for assistance.

10. Contact Information

For shipping-related questions, please contact us at:

📧 info@betterdoglife.com

We appreciate your patience and trust in PawlyLab Co.