Shipping policy

Gentle Paws partners with major international shipping companies like FedEx, SF Express, DHL, UPS and EMS, who work with local couriers, allowing us to ship direct to your door and proudly offer flat-rate worldwide shipping.

You will be charged when your order is placed. All payments are subject to verification and approval before shipping and may take several days to process. To help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or cancelled.

Delivery times

Shipping time varies by country or region. Specific delivery dates are not provided nor guaranteed. These are our estimates for your reference:

United States

  • Standard Shipping: 5-8 business days. Free.
  • Express Shipping: 2-4 business days. $3.95 for new customers, $4.95 otherwise. Selectable at checkout.

Rest of the world

  • Standard Shipping: 5-8 business days. Free.

Delivery estimates start from the day your order is dispatched.

Shipping process

  • We dispatch orders within 1 business day. Around major holidays or during periods of very high demand this can take up to 3 business days.
  • We only ship during business days and do not ship on Saturdays, Sundays or holidays.
  • Once your order has shipped, you will receive a Shipping Confirmation email.
  • Once your order has begun processing through our shipping department we are unable to make any changes, including address changes. We will only ship to the address provided at checkout.
  • For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners' locations.

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when your order is dispatched to the carrier's sort facility.

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Delays beyond our control

While we will do all that we can to make sure your order is delivered on time, Gentle Paws cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. These interruptions can cause delays beyond our original delivery estimates.

Duties, taxes and other fees

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Gentle Paws has no control over these charges, nor can Gentle Paws predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions, we recommend that you contact your local customs office for more information.

Lost, stolen or damaged packages

Damaged on arrival: if your order arrives damaged, please email us at contact@gentlepawsupplies.com with a photo of the damage and we will replace it free of charge.

Lost or stolen: Gentle Paws is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: we use the timestamp information from the tracking link and the delivery confirmation from the carrier when reviewing damage or return requests, and we may not be able to honor your claim if it is not reported.

Wrong address

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.

Questions or feedback

We would love to hear your feedback, questions or any concerns. Email us at contact@gentlepawsupplies.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.