Shipping and Returns
At PawsieBox, we want both you and your pet to be completely happy with your order. Below you will find all the details regarding our shipping estimates and our return process.
1. Shipping Information
Processing Time
Most orders are processed and shipped within 24 hours of purchase. Please note that during high-volume periods or holidays, processing times may take up to 3 business days.
*Note: Orders are processed on business days only (Monday – Friday).
Warehouse & Carriers
Our orders are shipped directly from our warehouse in New York, USA [Change to your location if needed]. We partner with reliable carriers (USPS, UPS, DHL) to ensure your package arrives safely.
Tracking Your Order
- Once your order is placed, you will receive a confirmation email.
- Once your order ships, you will receive a second email containing your Tracking Number.
- Please allow up to 24 hours for the tracking information to update in the carrier’s system.
Shipping Rates
Shipping costs are calculated at checkout based on the weight of your order and the destination.
2. Estimated Shipping Times
Please note that these are estimates provided by our carrier partners and cannot be guaranteed.
| Destination | Service | Estimated Time |
|---|---|---|
| United States (Includes Tracking) | USPS First Class | 3-5 Business Days |
| USPS Priority | 2-3 Business Days | |
| UPS Next Day | 1-2 Business Days | |
| Canada (Includes Tracking) | DHL Global Mail Packet Plus | 4-8 Business Days |
| First Class Mail Int’l | 3-5 Business Days | |
| Rest of World (Includes Tracking) | DHL Global Mail Packet Plus | 4-12 Business Days |
| First Class Mail Int’l | 3-5 Business Days |
International Buyers: Please be aware that international shipments may be subject to customs duties and import taxes. These fees are the responsibility of the customer and are not covered by PawsieBox. We recommend contacting your local customs office for specific amounts.
3. Returns & Exchanges
Our “Happy Paws” Guarantee
If you are not 100% satisfied with your purchase, we are here to help.
- Refunds: Requests must be made within 15 days of receiving your order.
- Exchanges: Requests must be made within 30 days of receiving your order.
To be eligible for a return or exchange, items must be unused, in the same condition that you received them, and in the original packaging.
Free Returns (USA Only)
For customers within the United States, we provide a prepaid return shipping label for eligible items. We believe you shouldn’t have to pay to return something that didn’t work out.
*Note: Original shipping fees are non-refundable.
4. Exceptions & Non-Returnable Items
Please note that the following items are Final Sale and cannot be returned or exchanged:
- Hygiene Items: Due to sanitary reasons, we cannot accept returns on items such as pet apparel or beds (unless defective).
- Edible Items: Any pet treats or food products.
- Custom/Personalized Products: Items made specifically for you cannot be cancelled after 24 hours of placing the order.
- Clearance Items: Items marked as “Clearance” or seasonal holiday merchandise.
5. How to Initiate a Return
We’ve made the process simple:
- Contact Us: Email our Customer Care team at support@pawsiebox.com.
- For Refunds: Subject line “Return Request – Order #YourOrderNumber”
- For Exchanges: Subject line “Exchange Request – Order #YourOrderNumber”
- Get Your Label: We will review your request. If approved, US customers will receive a printable prepaid shipping label and instructions.
- Ship It Back: Pack the item securely (include the return form provided) and drop it off at the designated carrier location.
- Get Refunded: Once we receive and inspect your return (usually processed within 24 hours), your refund will be issued to your original payment method. Please allow up to 3 business days for the funds to appear.
Last updated: December 19, 2025