1. Order Processing

Orders are processed on business days, excluding weekends and holidays.

Estimated processing and delivery times are displayed at checkout. During product launches, promotions, holidays, or periods of high order volume, processing may take longer than usual.

Once an order enters processing or fulfillment, we may be unable to modify or cancel it.

2. Shipping Rates

Available shipping methods and rates are calculated and displayed at checkout based on the order and delivery address.

Shipping charges, including expedited shipping fees, are nonrefundable once an order has shipped.

Any free-shipping promotion is subject to the terms shown at the time of purchase.

3. Delivery Estimates

Delivery dates are estimates and are not guaranteed. Once an order has been transferred to the shipping carrier, delivery timing is outside Bugpaws’ direct control.

Bugpaws is not responsible for delays caused by:

• Shipping carriers.
• Weather or natural events.
• Holidays or increased shipping volume.
• Service interruptions.
• Customs processing.
• Incorrect or incomplete delivery information.
• Other circumstances outside our reasonable control.

Choosing expedited shipping does not guarantee a specific delivery date unless expressly stated at checkout.

4. Order Tracking

When tracking is available, you’ll receive a shipping-confirmation email with your tracking information after your order ships.

Tracking information may take up to 48 hours to update after the carrier receives the package.

If you haven’t received a shipping confirmation, please check your spam or promotions folder before contacting us.

5. Address Changes and Incorrect Addresses

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

Requests to update an address must be sent to info@bugpaws.com within 12 hours of placing the order. We’ll do our best to make the change, but address updates are not guaranteed once an order has entered processing or fulfillment.

Bugpaws is not responsible for packages that are delayed, returned, lost, or delivered incorrectly because of an inaccurate or incomplete address provided by the customer.

If an order is returned to us because of an address issue, the customer may be responsible for the cost of reshipping it. If a refund is approved instead, original shipping charges will not be refunded.

6. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot find it:

• Check around the delivery location, including porches, side doors, mailrooms, and other secure areas.
• Ask household members, neighbors, or building staff if they accepted it.
• Allow 24–48 hours, as some carriers mark packages as delivered shortly before they arrive.
• Contact the shipping carrier directly for additional delivery information.

Bugpaws is not responsible for packages that the carrier confirms were delivered but are later lost, misplaced, or stolen. However, you may contact us at info@bugpaws.com, and we’ll do our best to help you investigate.

7. Lost or Delayed Packages

If your tracking information has not updated or your package appears to be delayed, please contact the carrier first.

You may also email info@bugpaws.com with your order number. We’ll help review the tracking information and, when appropriate, assist with opening a carrier inquiry.

A carrier delay does not automatically qualify an order for a refund or replacement.

8. Damaged Shipments or Incorrect Items

If your order arrives damaged or you receive the wrong item, email info@bugpaws.com within seven days of delivery.

Please include:

• Your order number.
• A description of the issue.
• Clear photos of the product and shipping packaging.

Keep the product and packaging until we complete our review. Approved resolutions may include a replacement, store credit, or refund, as appropriate.

9. International Shipping

When international shipping is available, the customer is responsible for any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

These charges are not included in the product price or shipping fee unless expressly stated at checkout.

Customs processing may delay delivery. Bugpaws cannot control or guarantee international delivery times and is not responsible for delays caused by customs authorities.

International orders that are refused or returned because duties or fees were not paid may be refunded only after the products are received and inspected. Original shipping charges, return shipping costs, customs fees, and other associated charges are nonrefundable.

10. Returns and Refunds

Shipping-related refunds and returns are governed by our Refund & Return Policy.

Original shipping charges and expedited shipping fees are nonrefundable. Customers are responsible for return shipping costs for eligible unopened and unused products.

11. Contact Us

For questions about an order or shipment, please contact:

Bugpaws LLC
Email: info@bugpaws.com
United States