Shipping Policy
Free shipping, everywhere
Every order ships free, to every country we serve. There is no minimum spend, no promotional threshold and no surcharge added at checkout. The price you see on the product page is the price you pay.
Order processing
Orders are processed within 1 to 2 business days. Orders placed on a weekend or public holiday begin processing the next business day. You'll get a confirmation email when the order is placed, and a second email with tracking as soon as it ships.
Delivery times
| Destination | Cost | Estimated delivery |
|---|---|---|
| United States | Free | 5–9 business days |
| United Kingdom & Ireland | Free | 5–10 business days |
| Canada | Free | 6–12 business days |
| France | Free | 6–12 business days |
| Italy | Free | 6–12 business days |
| Germany, Austria & Switzerland | Free | 6–12 business days |
| Australia & New Zealand | Free | 8–16 business days |
| Everywhere else | Free | 10–20 business days |
Delivery estimates run from dispatch, not from when you order, and they are estimates rather than guarantees. Carrier delays, customs inspections and peak periods can extend them.
Tracking
Every order ships with tracking. Your tracking number arrives by email at dispatch. It can take 24 to 48 hours for the first scan to appear, so a tracking number showing no movement on day one is normal and not a sign that anything is wrong. You can check progress any time on our order tracking page.
Customs, duties and import taxes
Free shipping covers the cost of carriage. It does not cover import charges. Orders shipped outside our country of dispatch may be subject to import duties, taxes or customs handling fees set by the destination country. Where these are not collected at checkout they are payable by the recipient as importer of record. We have no control over these charges and cannot predict their amount. If a parcel is refused at customs and returned to us, we'll refund you in full.
Incorrect addresses
Please check your shipping address carefully at checkout. We can amend an address only before dispatch. If a parcel is returned to us because the address was incomplete or incorrect, we'll contact you to arrange redelivery.
Lost or delayed parcels
If tracking hasn't updated in 10 business days, or your parcel is marked delivered but isn't with you, email support@softpawsco.com with your order number. We'll open an investigation with the carrier. If a parcel is confirmed lost we'll replace it or refund you in full, your choice.
Split shipments
Multi-item orders may occasionally ship separately at no extra cost to you. Each shipment gets its own tracking number.
Contact
Email: support@softpawsco.com. We aim to reply within one business day.
SoftPawsCo
11076 Venture Dr
Jurupa Valley, CA 91752
United States
This is our business address, not a returns address. Please email us before returning anything so we can send you the right destination.