- Orders placed before 12pm PST will receive a tracking number the same day
- Only standard shipping is currently available for international shipments
- Standard shipping cost to Canada is $18 flat rate under $100. Over $100 is free
- Standard shipping to Rest of the World is $25 flat rate under $100. Over $100 is free.
- Customs/Tariff fees
are NOT included in the shipping price. Fresh Pawz is not responsible for any
costs or issues that may occur. The shipping carrier will request collection
once the package enters your country. Please contact your local customs office
for more information regarding custom, tariff, and duty fees.
While rare, there are occasions on which recipients claim that they have not received an order even though the tracking URL states otherwise, often because of theft or the carrier leaving the package in a public lobby or space.
Unfortunately, we do not have recourse in these situations. Please view our "Lost in Transit Policy" to go into detail about when we can deem an order "lost in transit" and file a claim.
If the tracking states "Delivered," we cannot file a claim. If the tracking states "ARRIVAL AT DESTINATION COUNTRY - END OF TRACKING, DELIVERY SHORTLY" or a similar message, this is effectively the same as being marked as "Delivered," as sometimes the end carrier does not have the capability to make a final update to the tracking to show "Delivered."
What can you do?
You can request a signature by the recipient on future orders which we would add an additional charge to the order. An extra cost of $2.55 per package for DHL and USPS and $4.50 for UPS. To do so, please leave a note on the checkout page.
Additionally, you can contact the postal carrier directly to launch an investigation to see if there is any further recourse. Make sure to have the tracking number handy to launch the investigation. Please see below for links to each of our carriers' customer service portals:
The carriers we use ship millions of packages a day. Unfortunately, there are some issues from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but in the event that an package is lost, we will do our best to help you with the claims process and get you a refund quickly.
Once an order gains tracking information, it is guaranteed that it has left our warehouse.
Our carriers do NOT scan each package upon pick-up at the warehouse, so the first tracking update and scan will come at the carriers' origin facilities. These updates often take several business days to occur.
Before reaching out to us to file a claim and reimburse you, orders must meet the criteria as outlined below:
No tracking updates for 15 days (all carriers, except Media Mail)
International and Military (APO) Shipments
No tracking updates for 30 days (all carriers, except DHL Express, UPS Express)
Standard Carrier Options (DHL Global Mail, UPS Mail Innovations, USPS services)
Delivery confirmation to the destination address is limited to some countries and your country/area may not have delivery confirmation available. Please see the scan rates for international shipments below:
Scan rate: 95 -100% Belarus, Canada, Denmark, Estonia, Finland, Hong Kong, Ireland, Italy, Japan, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE
Scan rate: 90%-95%: Australia, Austria, Belgium, Croatia, Germany, Israel, South Korea
Scan rate > 80-90%: Czech Republic, France, India, Oman, United Kingdom
For these carriers, please check with the buyer. We must wait for 30 days of no tracking activity
Expedited Carrier Options: DHL Express and UPS Express
These are express services and get better tracking updates. After 15 days of no activity for these carriers, we can claim these as lost.
We strive to have each of our customers happy with their purchase. But we know sometimes things happen and that’s perfectly ok.
If you are not 100% satisfied with your purchase within 30 days of purchase then return it for a credit or refund. All we ask is for the product you are requesting to return is in resellable conditions to be eligible.
- To be eligible for a return & full refund, the items need to be in BRAND NEW, HAIR-FREE, unaltered, unwashed and in ORIGINAL packaging. Items need to be returned within 30 days of the purchase date for a refund.
- Please use this link Returns to process your return, or e-mail us directly at email@example.com
- You'll be responsible for the shipping charges associated with sending the return back to us. The original shipping cost is non-refundable.
- Please allow 7 business days for returns to be processed.
- We do not replace items that are damaged due to dogs chewing on leashes, buckles or any other parts of the products.
- Once your return is received, inspected, and approved (Please view our return policy for our return requirements), then your refund will be processed, and a credit will automatically be applied to your original method of payment. It may take 5-7 business days for your bank to process the refund to your account.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery
You'll be responsible for the shipping charges associated with sending the return back to us. The original shipping cost is non-refundable.
Sale items (if applicable)
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again. - Then contact your credit card company, it may take some time before your refund is officially posted. - Next contact your bank. There is often some processing time before a refund is posted. - If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
We try our best to avoid the inconvenience of exchanges by providing all sizing and product info. We can also be contacted direct at email@example.com for further questions. In the case where an exchange is needed we try and make it as simple as possible
- Exchanges can be processed by the returns form here & include it in your box or use the digital form here - Returns Center
- You will be responsible for paying for your own shipping costs for returning your item and for receiving the exchanged item.