Shipping policy
Thank you for shopping with HugsyPaw! We are dedicated to delivering high-quality pet gear to you and your furry companions as quickly and safely as possible. Please review our shipping policy below to understand how and when your order will be processed and delivered.
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Order Processing Time
All orders are processed and sent to our fulfillment center within 1 to 3 business days (excluding weekends and US public holidays) after receiving your order confirmation email.
Once your order has been dispatched, you will automatically receive a confirmation email containing your tracking number and carrier tracking link.
Shipping Rates & Delivery Estimates (United States)
We offer standard tracked shipping across the United States. Delivery times begin once the package has been processed and handed over to the carrier:
| Shipping Method | Estimated Delivery Time | Cost |
| :--- | :--- | :--- |
| Standard Insured Shipping | 5 – 8 business days | $4.99 (Orders under $45.00) |
| Free Insured Shipping | 5 – 8 business days | FREE (Orders $45.00 and above) |
Note: Delivery times are estimates and may occasionally experience slight delays during peak holiday seasons, severe weather events, or carrier logistics backlogs.*
Order Tracking
Once your package is picked up by the logistics carrier:
* You will receive an automated email notification with a dedicated Tracking Number.
* You can track the progress of your order at any time using our website's "Track Your Order" page or directly on the carrier portal (e.g., Royal Main, USPS, YunExpress, DHL eCommerce).
* Please allow 24 to 48 hours for tracking updates to populate on the carrier's system after fulfillment.
Shipping Address & Order Modifications
* Please double-check your shipping address during checkout.
* If you need to make changes or correct an address error, please email us immediately at support@hugsyboard.com with your Order Number and the updated address.
* We can only modify or cancel orders that have not yet been dispatched. Once a tracking label is generated and the package has shipped, we cannot reroute the order.
Damaged, Lost, or Stolen Packages
* Damaged in Transit: If your pet gear arrives damaged or defective, please take photos/videos of the item and its packaging and contact our support team within 48 hours of delivery. We will arrange a free replacement immediately.
* Marked as Delivered but Not Received: If your tracking indicates the package was delivered but you cannot locate it:
1. Check around your porch, side gates, building lobby, or with neighbors.
2. Allow an additional 24 hours (carriers sometimes pre-scan packages as delivered).
3. If still missing, contact our support team so we can open a carrier investigation on your behalf.
Contact Us
If you have any questions regarding your shipment, please reach out to our customer care team:
* Email: support@hugsypaw.com
* Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST