Shipping and handling

Peace of Mind with Insured Shipping

At PawsMartOnline, we want your shopping experience to be worry-free. That's why all orders include insured shipping, ensuring a smooth delivery and efficient resolution in case of any issues.

Free Shipping with Exceptions

We generally offer free shipping on all products. However, during select clearance sales, a flat-rate shipping fee might apply to free items based on their weight and size. This helps us manage inventory while offering you great deals.

Shipping Responsibility

Once an order is marked "delivered" by the carrier, PawsMartOnline is not liable for missing or stolen items. We recommend keeping an eye on tracking emails and having someone available to receive the package upon delivery.

Understanding Shipping Times- NON Print On Demand Items

Please note that shipping times reflect only the in-transit period. Due to high demand, please allow 2–3 business days for order processing and, in some cases, an additional 7–14 business days for delivery. If your order has not been delivered by the 14th day, we kindly ask for a 5-day grace period to allow us to open a service ticket with the carrier. If we are unable to provide an update by the end of the grace period, we will issue a full refund, or try to work with you to reach a solution that is acceptable to both you and us. The product will still be yours to keep when it arrives.

Shipping times may vary depending on location, weather conditions, and holidays.

Understanding Shipping Times Print On Demand Only

Production/Processing
Each product is made to order, typically requiring 3–5 business days for printing, manufacturing, or engraving. Please note that if you are ordering a product requiring a picture you provide, processing may take longer as we offer up to two mock-ups for your approval. Once approved, we will process your payment and begin production.

Production does not typically run over weekends. For example, if an order is paid for on Thursday, the first production day will be Friday, and the second production day will be Monday. However, during busy periods, we may occasionally run production over weekends.

If an order fails our quality assurance (QA) checks, it will need to be remade. You will not be charged for the remake, but it will extend production time, typically by two additional business days.

Shipping Times

• 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 factors such as increased package volumes, weather, or address issues.

Once an item leaves our warehouse and is handed to the carrier, the shipping process becomes the responsibility of the carrier. While we have access to tracking systems for updates, we are unable to perform actions such as redirecting, recalling, or expediting packages. If you encounter any shipping issues, we will work with you to resolve them.

IMPORTANT – PLEASE READ

If tracking shows "Label Created" for an extended period, please note that we create shipping labels when the order enters production. The tracking information updates only after the package is picked up, transported to the carrier's shipping hub, and scanned. This process includes making, packaging, and transporting the order.

During busy periods, you may see "Label Created" for a few days, but rest assured your order is being processed.

Shipping Delays and Solutions

While we are not responsible for the carrier company(s) we use, we strive to get your order delivered within the estimated timeframe. However, unforeseen delays due to weather or carrier issues may occur. We appreciate your patience in such cases. If you experience an unusual delay, please contact our customer support team at support@pawsmartonline.com for assistance.

Accurate Address Required

Please ensure the shipping address provided at checkout is accurate and complete to avoid delivery issues.