Shipping policy
Order Processing Time All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Please note that during high-volume periods (like holidays or sales events), processing times may take slightly longer. We appreciate your patience.
Shipping Rates & Estimates We offer free standard shipping on many orders, and calculated rates for expedited options. Shipping charges for your order will be calculated and displayed at checkout.
- Standard Shipping: Generally takes 7–15 business days to arrive depending on your location
- Expedited Shipping: Available for select items and locations (displayed at checkout if available).
Note: Delivery delays can occasionally occur due to carrier issues or customs processing, which are out of our control.
International Shipping We currently ship to the United States. [Optional: Add "and select international countries" if you plan to sell globally]. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. TruePaw Supply is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order? When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 20 days of receiving your shipping confirmation email, please contact us at support@truepawsupplies.com with your name and order number, and we will investigate it for you.
Items Shipped Separately If you order multiple items, they may be shipped from different warehouses to get to you faster. This means you might receive one package before the other. Don't worry if you only receive part of your order at first—the rest is on the way!
Lost, Stolen, or Damaged Packages TruePaw Supply is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
However, we want to ensure you are happy! If your package is lost or arrives damaged, please email us at support@truepawsupplies.com with your order number and a photo of the issue, and we will do our best to help you resolve it.
Wrong Address Disclaimer It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately at support@truepawsupplies.com if you believe you have provided an incorrect shipping address.