Shipping policy
Last updated: July 23, 2026
This Shipping Policy explains how orders placed through pawcloud.cyou are processed, shipped, tracked, and delivered.
1. Free Worldwide Shipping
PawCloud provides free standard shipping to destinations worldwide.
No standard shipping charge will be added at checkout unless a different paid shipping option is specifically selected or an exceptional destination requires special handling.
2. Order Processing
Orders are generally processed within 1–3 business days after payment approval.
Processing may take longer during:
- Weekends and public holidays
- Promotional events
- High-volume periods
- Product launches
- Inventory verification
- Payment or fraud-review procedures
- Severe weather or service disruptions
Processing time is separate from delivery time.
3. Estimated Delivery Time
Standard delivery is generally estimated at:
7–10 business days after the order has been processed and shipped.
Delivery estimates begin when the parcel is handed to the shipping carrier, not when the order is placed.
Business days generally exclude weekends and public holidays.
4. Delivery Estimates Are Not Guarantees
The 7–10 business-day timeframe is an estimate.
Delivery may be delayed by circumstances outside our reasonable control, including:
- Customs processing
- Border inspections
- Carrier congestion
- Severe weather
- Natural disasters
- Labor disruptions
- Remote destination requirements
- Incorrect or incomplete address information
- Local postal delays
- Public holidays
- Security checks
- Transportation interruptions
PawCloud is not responsible for reasonable delays caused by carriers, customs authorities, or events beyond our control.
5. Order Tracking
When tracking is available, you will receive a shipping confirmation email containing a tracking number or tracking link.
Tracking information may require several business days to update after dispatch.
In some regions:
- Tracking may update only at major transit points
- Final delivery may be handled by a local postal service
- The tracking status may appear unchanged while the parcel is moving internationally
Please contact us if your tracking has not updated for an extended period.
6. Shipping Destinations
We ship to most deliverable residential and commercial addresses worldwide.
We may be unable to deliver to:
- Certain remote or restricted territories
- Military addresses in some countries
- Freight-forwarding addresses
- Locations affected by sanctions, embargoes, conflict, carrier restrictions, or legal limitations
- Addresses that cannot be validated by the carrier
If we cannot ship to your address, we will contact you and provide an appropriate resolution.
7. Multiple Packages
Orders containing several products may be shipped in separate packages.
This may happen when:
- Products are stored at different fulfillment locations
- Items become ready at different times
- Separate packaging helps prevent damage
- Carrier size or weight restrictions apply
You will not be charged additional standard shipping fees when your order is divided into multiple parcels.
8. Accurate Shipping Information
Customers are responsible for providing a complete and accurate shipping address, including:
- Recipient’s full name
- Street address
- Apartment, suite, or unit number
- City and province, state, or region
- Postal or ZIP code
- Country
- Valid phone number, where required
Please review your information carefully before submitting the order.
9. Address Changes
Contact us immediately if you need to change your delivery address.
We may update an address only before the order has been processed or shipped. Once the parcel is in transit, address changes may not be possible.
PawCloud is not responsible for packages delivered incorrectly because the customer submitted inaccurate or incomplete address information.
10. Customs, Duties, and Taxes
International shipments may be subject to:
- Customs duties
- Import taxes
- Brokerage fees
- Value-added tax
- Local handling fees
- Government charges
Unless clearly stated otherwise during checkout, these charges are not included in the product price and are the recipient’s responsibility.
Customs rules differ by country. Please contact your local customs authority for information before ordering.
We cannot declare an inaccurate value or mark a commercial order as a gift to avoid customs obligations.
11. Customs Delays
International parcels may be inspected or held by customs authorities.
PawCloud does not control customs processing times and cannot guarantee release dates. Customers may be required to provide identification, proof of payment, or additional documentation directly to local authorities or carriers.
12. Delayed Packages
If your order has not arrived within the expected timeframe:
- Review the tracking information.
- Confirm that the delivery address is correct.
- Check with household members, neighbors, reception desks, and local delivery offices.
- Contact the shipping carrier when applicable.
- Email support@pawcloud.cyou for assistance.
We may ask you to allow a reasonable additional period before treating an international package as lost.
13. Lost Packages
A package may be considered lost when the carrier confirms the loss or when there has been no delivery or meaningful tracking movement beyond a reasonable investigation period.
After reviewing the case, we may provide:
- A replacement
- A reshipment
- A refund
- Another appropriate resolution
Claims must be supported by accurate order and delivery information.
14. Delivered but Not Received
If tracking shows that your package was delivered but you cannot locate it:
- Check all entrances, mailboxes, safe places, parcel lockers, and reception areas
- Ask household members and neighbors
- Contact the local carrier
- Wait up to 48 hours, as some carriers scan parcels before final delivery
- Contact our support team
PawCloud will assist with an investigation where possible. A delivered tracking status does not automatically guarantee a refund, especially where the carrier confirms delivery to the correct address.
15. Damaged Packages
Photograph the package before opening when it arrives visibly damaged.
If the product inside is damaged, contact us promptly with:
- Your order number
- Photographs of the outer packaging
- Photographs of the shipping label
- Photographs or videos of the damaged product
- A description of the issue
We will review the claim under our Return and Refund Policy.
16. Refused or Unclaimed Deliveries
Orders refused by the recipient or left unclaimed may be returned to the sender.
Reshipping costs or return-related charges may apply, except where the refusal resulted from our error or a legally valid reason.
Any refund will be processed after the package is returned and inspected.
17. Incorrect Addresses and Failed Delivery
If a package is returned because of an incomplete, incorrect, or inaccessible address, we may offer reshipment after confirming the correct details.
Additional costs arising from customer-provided address errors may be the customer’s responsibility, where permitted by law.
18. Contact Us
For assistance with shipping or tracking, contact:
PawCloud
301-1925 2nd Ave W
Vancouver, BC, V6J 1J2
Canada
Email: support@pawcloud.cyou
Phone: +1 604 736-6340
Website: pawcloud.cyou