Shipping policy

Shipping Policy
Last updated: August 11, 2026
Pawlopolis is operated in the United States, United Kingdom, Canada, Australia, and New Zealand, and is based in Canada. Thank you for shopping with Pawlopolis. This Shipping Policy explains our order-processing, delivery, tracking and international-shipping practices.
Order Processing
Orders are normally processed within 1–3 business days after payment is successfully confirmed.
Business days are Monday through Friday, excluding Canadian statutory holidays. Orders placed during weekends, holidays or high-volume promotional periods may require additional processing time.
Processing time is separate from shipping time. You will receive a shipping-confirmation email when your order has been dispatched.
Estimated Delivery Times
Estimated delivery times after dispatch are:
Canada: 7–15 business days
United States: 7–15 business days
United Kingdom, Europe, Australia and New Zealand: 10–20 business days
Other supported international destinations: 10–25 business days
These estimates do not include order-processing time.
Remote regions, rural addresses and international destinations may require additional delivery time. Any product-specific delivery estimate displayed on the product page or at checkout takes priority over the general estimates above.
Delivery dates are estimates rather than guarantees unless Pawlopolis expressly confirms a guaranteed delivery service in writing.
Shipping Locations
Available shipping destinations will be displayed at checkout. If your address is not accepted during checkout, we are not currently able to ship that order to your location.
Some carriers cannot deliver to PO boxes, military addresses or certain remote regions. Pawlopolis may contact you to request a physical street address when required.
Shipping Charges
Shipping charges are calculated and displayed before you complete checkout. Charges may depend on:
Delivery destination
Package size and weight
Selected shipping service
Product type
Promotional or free-shipping eligibility
You will not be charged an undisclosed shipping fee after completing your order.
Multiple Packages
Products may be fulfilled from different locations. As a result, items from the same order may arrive in separate packages and on different dates.
When available, separate tracking information will be provided for each package. You will not be charged additional shipping fees solely because we divide an order into multiple shipments.
Tracking Information
When tracking is available, a tracking number or link will be sent to the email address used during checkout.
Tracking information may take 2–5 business days to become active after the shipping confirmation is issued. A temporary lack of tracking updates does not necessarily mean the package has stopped moving.
If tracking has not updated for more than 10 business days, contact Pawlopolis through the Contact Us page with your order number.
Delivery Delays
Orders may be delayed by circumstances including:
Carrier disruptions
Customs inspections
Severe weather or natural events
Holiday shipping volumes
Labour interruptions
Incorrect or incomplete addresses
Remote-location delivery
Border or transportation restrictions
Events outside our reasonable control
If an order has not arrived by the end of the estimated delivery period, please allow an additional seven (7) business days before contacting us. Pawlopolis will review the tracking information and, where appropriate, open an investigation with the carrier.
Nothing in this section limits any cancellation or refund rights provided by applicable consumer-protection law.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address, including:
Unit or apartment number
Street address
City
Province or state
Postal or ZIP code
Country
Contact telephone number when required by the carrier
Contact us immediately if you notice an address error. We will try to update the address before fulfilment, but changes cannot be guaranteed after processing begins.
If an order is returned because of an incorrect or incomplete address, failed delivery attempt or failure to collect the package, the customer may be responsible for reasonable reshipping costs.
Lost Packages
A package may be considered lost when the carrier confirms that it cannot be located or when it remains undelivered beyond a reasonable investigation period.
Contact Pawlopolis with your order number if you believe your package is lost. We will review the tracking history and work with the carrier or fulfilment provider.
After confirming the loss, Pawlopolis may provide a replacement or refund, depending on product availability and the circumstances of the shipment.
Packages Marked Delivered
If tracking shows "delivered" but you cannot locate the package:
Confirm that the shipping address on your order is correct.
Check entrances, mailboxes and other safe-delivery locations.
Ask household members, neighbours or building management.
Allow up to 48 hours because some carriers mark packages delivered shortly before arrival.
Contact the shipping carrier using the tracking number.
If the package remains missing, contact Pawlopolis within seven (7) business days of the recorded delivery date. We will assist with a carrier investigation, although the outcome will depend on the available delivery evidence and applicable consumer rights.
Damaged Packages or Incorrect Products
Inspect your package as soon as it arrives. If a product is damaged, defective or different from what you ordered, contact us as soon as possible—preferably within seven (7) business days of delivery.
Include:
Your order number
A description of the problem
Photographs or video of the product
Photographs of the packaging and shipping label
Approved damaged or incorrect-item claims will be handled according to our Return and Refund Policy.
Customs, Duties and Import Taxes
International orders may be subject to customs duties, import taxes, brokerage charges or other government fees.
Unless these charges are expressly shown as included at checkout, they are the customer's responsibility and are not controlled by Pawlopolis. Customs authorities determine the applicable amounts.
Customs processing may also delay delivery. Customers are responsible for providing any information reasonably required for customs clearance.
Refused and Undeliverable Orders
If a package is refused, left unclaimed or returned because required customs charges were not paid, any eligible refund may be reduced by unrecoverable shipping, return-shipping, customs or carrier charges, where permitted by law.
Refunds are not issued until the returned package has been received and reviewed.
Order Cancellations
Contact Pawlopolis immediately if you need to cancel an order. Cancellation may be possible before fulfilment but cannot be guaranteed after processing begins.
Once an order has shipped, it cannot be cancelled in transit. After delivery, an eligible product may be returned according to our Return and Refund Policy.
Contact Us
For questions about an order or shipment, contact Pawlopolis through the Contact Us page. Include your full name and order number so we can assist you efficiently.
Consumer Rights
Nothing in this Shipping Policy excludes or limits rights or remedies that cannot legally be excluded under applicable consumer-protection laws.