Shipping and Handling

At PawsMartOnline, we want your shopping experience to be stress-free. That’s why all orders include insured shipping, ensuring smooth delivery and prompt assistance in case of any issues.

Free Shipping (With Some Exceptions)

We offer free shipping on most products. However, during certain clearance sales, free items may have a flat-rate shipping fee based on their weight and size. This helps us manage inventory while still offering great deals.

Shipping Responsibility

Once an order is marked as "delivered" by the carrier, PawsMartOnline is not responsible for missing or stolen packages. We strongly recommend:

Keeping an eye on your tracking emails.
Ensuring someone is available to receive the package at the time of delivery.

Lost in Transit Policy:

If a non-print on demand item is lost in transit, we will offer either:
- A reshipment of the item, or
- A full refund.
If a print on demand item is lost in transit, we will reship the item only—refunds are not available for print on demand products.

Shipping Times – Non-Print on Demand Items

Shipping times refer to the transit period only. Please allow:

2–3 business days for order processing.
7–12 business days for delivery.

If your order has not arrived by the 12th day:

Please allow a 5-day grace period for us to open a service ticket with the carrier.
If we cannot provide an update by the end of the grace period, we will offer:
- A full refund, or
- A solution that works for both you and us.

Important: The product will still be yours to keep when it arrives.

Shipping times may vary due to location, weather conditions, and holidays.

Shipping Times – Print on Demand Products

Production & Processing Times

Print on demand items are made to order and require 3–5 business days for printing, manufacturing, or engraving.

If your order requires an uploaded picture, processing may take longer as we offer up to two mock-ups for your approval before production starts.
Production does not typically run on weekends, though during busy periods, we may occasionally process orders over weekends.
If an order fails quality assurance (QA) checks, it will need to be remade at no extra charge, adding about two additional business days to processing time.

Shipping Estimates for Print on Demand Orders

USA Standard (UPS & USPS): 2–5 business days
Canada Standard (UPS): 5–10 business days
All orders ship from St. Petersburg, FL

Shipping times may occasionally fluctuate due to increased package volumes, weather conditions, or address issues.

Once an item leaves our warehouse, it is in the carrier’s hands. While we can track your package, we cannot redirect, recall, or expedite it. If you experience shipping issues, please reach out to us for assistance.

Tracking Information & Label Creation

If your tracking status shows “Label Created” for an extended period, please note that labels are generated when an order enters production.
The tracking will update only after the package is picked up, transported to the carrier’s hub, and scanned.
During busy times, this process may take a few days, but rest assured, your order is still being processed.

Shipping Delays & Solutions

While we strive to get your order delivered on time, unexpected carrier delays due to weather, volume, or other factors may occur. If you experience an unusual delay, please contact us at support@pawsmartonline.com, and we’ll work with you to resolve the issue.