Shipping Policy

Chapter 1: The short version

Shipping is free on every U.S. order. There is no minimum spend, no code to enter, and no weight limit that changes the price — the price you see for the item is the price you pay for the item, plus taxes calculated at checkout where applicable. We ship with DHL eCommerce, which is a good fit for light, small-parcel pet toys: economical, tracked delivery with full tracking on every parcel.

Chapter 2: Where we ship

We ship to all 50 U.S. states. That includes PO Box, APO, FPO, and U.S. territory addresses, which travel free via the U.S. Postal Service parcel service rather than DHL. Transit to those addresses may run longer than the standard window below, and tracking works the same way.

We do not ship internationally at launch. If we add international shipping later, we will say so on this page before taking any international orders.

Chapter 3: From click to doorstep

Every order follows the same path. Knowing the steps helps you tell the difference between a normal wait and a real problem:

1. Order placed. You get an order confirmation email with your order number, right away.
2. Processing. We pick your items, check them, pack them, and create the shipping label. This takes 1–2 business days. Business days are Monday through Friday, excluding U.S. federal holidays.
3. Label created. Your tracking number is emailed to you. The parcel is packed and waiting for pickup.
4. Carrier pickup. DHL collects the parcel and scans it into the network, usually the same or the next business day.
5. In transit. Your parcel moves through DHL sorting and regional facilities. Transit takes 2–5 business days in the contiguous U.S.
6. Out for delivery / delivered. Your local carrier delivers the parcel on the final day of transit.

Chapter 4: Tracking your parcel

Your tracking number arrives by email the moment your shipping label is created. Enter it on the DHL tracking page, or use the tracking link in that email. You will see scans for label creation, pickup, transit, out for delivery, and delivery.

• Label created: your parcel is packed and the label exists, but DHL has not picked it up yet.
• Picked up / accepted: DHL has the parcel and it is in the network.
• In transit: the parcel is moving between DHL facilities.
• Out for delivery: your local carrier has it and delivery is expected that day.
• Delivered: DHL recorded a delivery at your address.

Chapter 5: Changes and cancellations

Address changes: email us at payment@pawplay.shop within 12 hours of ordering and we will do our best to update the address before your parcel ships. After a label has been created, we cannot reroute the parcel — the address on the label is the address the carrier will deliver to.

Cancellations: email us as soon as possible. If your order has not been processed yet, we will cancel it and refund you in full to your original payment method. If it has already shipped, we cannot stop it — but you can return it free under our 30-day returns policy once it arrives.

Delivery instructions: if you are not home when the parcel arrives, the carrier delivers to your mailbox, parcel locker, or doorstep depending on your address and parcel size. If a delivery needs a signature or a pickup, the carrier leaves a notice with instructions. We cannot change carrier delivery instructions after a parcel ships.

Chapter 6: When things go wrong

Damaged in transit: photograph the outer box and the damaged item, then email us within 14 days with your order number and the photos. We will replace the item or refund you in full — your choice. You do not need to ship a damaged item back unless we ask you to.

Lost parcels: if tracking shows no movement for 5 business days, email us and we will open a carrier trace with DHL and keep you posted. If the parcel is confirmed lost, we will reship your order or refund you — your choice.

Parcel shows delivered but you cannot find it: first, check the tracking details for the exact delivery scan, look around your doorstep, mailbox, and parcel locker, and ask household members and neighbors. If your building has a leasing office or a parcel room, check there too. If you still cannot find it, email us with your order number and we will help you trace it with DHL.

Weather and carrier delays: weather and other carrier disruptions are outside our control, and DHL may hold or reroute parcels until it is safe to deliver. Your tracking page will show the latest status. If a delay stretches past the normal transit window, email us and we will help you trace the parcel.

Wrong address: email us right away with your order number and the correct address. If the parcel has not been delivered yet, we will try to intercept it with the carrier, though we cannot guarantee an intercept once a parcel is in the network. If it was delivered to an address you typed incorrectly at checkout, we will help you trace it, but we cannot refund an order that was delivered to the address you provided.

Returned parcels: if a parcel returns to us because the address was wrong or it was never collected, email us with a corrected address and we will arrange a reship. Please double-check your address at checkout — it is the single most common cause of a failed delivery.

Quick reference: shipping