Shipping policy

Shipping & Delivery Policy

Thank you for shopping with MellowPaws. We work with trusted logistics partners to provide reliable delivery for pet supplies for dogs and cats across the United States and internationally.

Please review this Shipping & Delivery Policy carefully before placing an order. By completing a purchase on our store, you agree to the terms outlined below.

1. Order Processing Time

Orders are typically processed within 1–3 business days, Monday through Friday, excluding weekends and holidays.

After placing your order, you will receive:

  • An order confirmation email
  • A shipping confirmation email with tracking information once your order has been dispatched

During peak seasons, promotional periods, supplier delays, high order volume, or unexpected operational issues, processing time may extend up to 5 business days.

Processing times are estimates and are not guaranteed.

2. Shipping Fee

We offer a simple and transparent flat-rate shipping structure.

Flat Shipping Fee: $6.90 per order

This shipping fee applies per order unless otherwise stated at checkout.

Shipping fees are non-refundable once the order has been processed or shipped, except where required by applicable law or when the issue is confirmed to be caused by our fulfillment error.

3. Estimated Delivery Time

Estimated delivery times are as follows:

United States:
5–10 business days

International:
10–20 business days

Delivery times are estimates only and are not guaranteed.

Actual delivery time may vary due to factors outside our control, including but not limited to:

  • Carrier delays
  • Weather conditions
  • Customs inspections
  • Import clearance procedures
  • Seasonal logistics demand
  • Incorrect or incomplete shipping information
  • Local delivery restrictions
  • Unforeseen events affecting transportation networks

MellowPaws is not responsible for delays caused by shipping carriers, customs authorities, incorrect customer information, weather events, natural disasters, or other circumstances beyond our reasonable control.

4. Tracking Information

All orders include tracking information when available from the carrier.

Once your order is shipped, you will receive a tracking number by email.

Please note:

  • Tracking updates may take 2–5 business days to appear after shipment
  • Tracking scans are managed by the shipping carrier
  • MellowPaws does not control carrier tracking systems or delivery scan updates
  • Temporary gaps in tracking do not automatically mean the package is lost

Customers are responsible for monitoring tracking updates and contacting the carrier when delivery issues arise after shipment.

5. Shipping Partners

We may work with major carriers and logistics providers, including but not limited to:

  • USPS
  • UPS
  • FedEx
  • DHL
  • Regional or local delivery partners

Carrier selection depends on destination, package size, product type, warehouse availability, and logistics routing.

Customers cannot select a specific carrier unless such option is clearly provided at checkout.

6. Order Changes & Address Updates

If you need to update your shipping address, please contact us within 12 hours of placing your order.

Email: bgsmotlcue@gmail.com

Once an order has entered processing or shipment, we cannot guarantee that address changes, cancellations, or order modifications can be made.

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is delayed, lost, returned, or undeliverable due to:

  • Incorrect address
  • Incomplete address
  • Missing apartment, unit, or suite number
  • Refused delivery
  • Unclaimed shipment
  • Recipient unavailable
  • Failure to collect the package
  • Delivery restrictions at the destination

MellowPaws may offer one of the following at our discretion:

  • Reshipment, with additional shipping fees if applicable
  • Refund of the product price excluding original shipping fees
  • Store credit, where appropriate

Original shipping fees are not refundable for address-related delivery failures.

7. Lost, Delayed, or Stolen Packages

If your package is delayed or missing, please first:

  • Check your tracking information
  • Contact the shipping carrier directly
  • Check with household members, neighbors, front desk staff, building management, mailrooms, or local delivery offices

If a package is marked as Delivered by the carrier but cannot be located, the customer must contact the carrier first to file a claim or request delivery confirmation.

MellowPaws will assist when possible, but final resolution is subject to carrier investigation and confirmation.

Once a package is confirmed as delivered by the carrier, MellowPaws is not liable for lost, stolen, misplaced, or unattended packages.

8. Split Shipments

For multi-item orders, items may ship separately due to product availability, warehouse location, package size, or fulfillment routing.

If your order is split into multiple shipments:

  • You may receive more than one tracking number
  • Items may arrive on different dates
  • No additional shipping fee will be charged beyond the original $6.90 flat shipping fee

Split shipments do not qualify for cancellation, refund, or compensation solely because items arrive separately.

9. International Shipping

We may ship to select international destinations.

Please note:

  • Import duties, taxes, customs fees, brokerage fees, and local charges are not included in the product price or shipping fee
  • These charges are determined by the destination country
  • Customers are responsible for all applicable import fees and customs requirements
  • Customs delays are beyond our control

MellowPaws is not responsible for customs delays, import restrictions, refused customs clearance, unpaid duties, or destination-country regulations.

If an international package is returned, abandoned, delayed, or destroyed due to customs issues, unpaid duties, import restrictions, or failure to provide required information, shipping fees and related charges may not be refundable.

10. Delivery Responsibility

Once a shipment is handed over to the carrier, the carrier becomes responsible for transportation and delivery handling.

Once a shipment is marked as Delivered by the carrier:

  • Responsibility transfers to the recipient
  • MellowPaws is not liable for lost, stolen, misplaced, or damaged packages after confirmed delivery
  • Customers should contact the carrier directly for delivery disputes or claim requests

Customers are responsible for ensuring that their delivery location is secure and accessible.

11. Pet Product Delivery Notes

Some pet products may be shipped in compressed, folded, or space-saving packaging to reduce shipping volume and protect the item during transit.

Minor packaging dents, outer box wear, or cosmetic packaging damage caused during shipping does not qualify as product damage unless the item itself is defective, damaged, or unusable.

For damaged or defective items, customers must contact us within 7 days of delivery with:

  • Order number
  • Clear photos of the product
  • Photos of the packaging
  • Photos of the shipping label

Claims submitted without sufficient evidence may be denied.

12. Contact Information

For any shipping-related inquiries, please contact our support team:

Email: bgsmotlcue@gmail.com
Phone: +1 (936) 260-5549
Official Store: https://mellowpaws.us

We typically respond within 1–2 business days, Monday through Friday.

13. Final Notes

Shipping times are estimates and not guaranteed.

MellowPaws is not responsible for delays, delivery failures, carrier errors, customs issues, incorrect addresses, stolen packages, or circumstances beyond our reasonable control.

By placing an order with MellowPaws, you acknowledge and agree to the terms outlined in this Shipping & Delivery Policy.

MellowPaws Official Store
Pet Supplies for Dogs and Cats
https://mellowpaws.us