Shipping policy

📦 Shipping Policy — SnugPaw

At SnugPaw, we are committed to maintaining high quality standards by providing products designed to offer comfort and companionship for pets.

Every order undergoes a quality verification process before shipment to ensure that each product meets our standards for quality, appearance, and functionality.

⏱️ Order Confirmation

After you place your order, it will go through a verification and validation process.

Confirmation Time:
Up to 24 business hours after your payment has been successfully approved.

During this stage, we:

  • Verify your order information.
  • Confirm payment authorization.
  • Prepare your order for processing.

📦 Processing Time

All orders go through a preparation phase before shipment.

Processing Time:
2–6 business days

During this period, we:

  • Inspect the overall condition of the plush.
  • Check the stitching, materials, and finish.
  • Test the heartbeat simulation module (where applicable).
  • Perform a final quality inspection.
  • Prepare protective packaging.
  • Coordinate shipment with our logistics partners.

During peak seasons, promotional events, or holidays, processing times may be slightly longer.

🚚 Shipping Times

Once your order has been shipped:

🌎 International Shipping

📦 6–9 business days

🌎 Latin America

📦 6–9 business days

Please note that in some Latin American countries, delivery may require up to an additional 7 business days due to:

  • International logistics.
  • Customs inspections.
  • Local regulations.
  • Carrier operations.

📅 Estimated Total Delivery Time

Including order confirmation, processing, and shipping:

🌎 International Orders

📦 10–15 business days

🌎 Latin America

📦 10–22 business days

These delivery estimates may vary depending on your location and circumstances beyond our control.

🌎 Shipping Delays

Delivery delays may occur due to factors outside SnugPaw's control, including:

  • Shipping carriers.
  • Customs processing.
  • Weather conditions.
  • Public holidays.
  • High shipping demand.

Once an order has been processed and shipped, SnugPaw does not provide refunds for delays caused by external circumstances.

📍 Customer Responsibilities

Customers are responsible for providing accurate shipping information, including:

  • Full name.
  • Complete shipping address.
  • Postal/ZIP code.
  • Contact phone number.

If incorrect or incomplete shipping information is provided:

  • The customer will be responsible for any reshipping costs.
  • Refunds will not be issued for orders affected by customer-provided address errors.

🔎 Order Tracking

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

Please note:

  • Tracking information may take 24–72 hours to become active.
  • Shipment updates depend on the carrier's tracking system.
  • Final delivery will be completed by your local delivery carrier.

Customers are responsible for monitoring their shipment using the provided tracking information.

📦 Orders Marked as "Delivered"

When a shipping carrier marks an order as "Delivered," SnugPaw's delivery obligation is considered fulfilled.

SnugPaw is not responsible for:

  • Theft occurring after delivery.
  • Packages lost at the delivery location after successful delivery.
  • Packages accepted by family members, neighbors, building staff, or other individuals present at the delivery address.

🛑 Customs Duties & Import Taxes

Because we ship internationally, some orders may be subject to customs inspections or import procedures.

Please note:

  • Delivery may be delayed due to customs processing or local government inspections.
  • Such delays are not grounds for cancellation or refunds.

Any customs duties, import taxes, brokerage fees, or other government-imposed charges are the sole responsibility of the customer, in accordance with the laws of the destination country.

🔁 Returned to Sender

If a package is returned to us because of:

  • An incorrect or incomplete shipping address.
  • Failed delivery attempts.
  • Failure to claim the package within the carrier's holding period.

The customer will be responsible for any applicable reshipping costs.

📝 Changes to This Shipping Policy

SnugPaw reserves the right to modify or update this Shipping Policy at any time.

Any changes will apply only to orders placed after the updated policy has been published.