Shipping Policy

We know how exciting it is to have a Paws & Pinecones package on the way! Please take a moment to review our processing and shipping information before placing your order.

Processing Times

Processing time is the time we need to prepare your order before it is shipped. Processing time does not include the time your package spends in transit with the shipping carrier.

Our standard processing times are:

In-stock items: Up to 5 business days

Made-to-order or currently out-of-stock items: Approximately 8–12 business days

Custom embroidered items: Processing times vary by product. Please refer to the processing time listed on the individual product page before ordering.

Business days do not include weekends or applicable holidays.

If your order contains multiple items with different processing times, your order will generally ship once all items are ready unless otherwise arranged.

During especially busy periods, holidays, new collection launches, or other circumstances that affect our normal processing schedule, processing times may temporarily change. Any updated processing timeframe will be communicated where appropriate.

If we are unable to ship your order within the timeframe promised at the time of purchase, we will contact you regarding the delay and provide any options required by applicable law.

Our Fulfillment Process

Some Paws & Pinecones products may come to us first before making their way to you.

This allows us to inspect pieces, complete personalization when applicable, check quality, prepare our packaging, and make sure your order is ready to leave us exactly the way we want it to.

This is a normal part of our fulfillment process and is already taken into consideration when determining applicable processing times.

Shipping & Delivery Estimates

Once your order has finished processing, it will be handed over to the selected shipping carrier.

Shipping or transit times displayed at checkout are carrier estimates and begin after your order has been processed and shipped.

Carrier delivery estimates are not guaranteed arrival dates unless we specifically state otherwise in writing.

Once a package is in transit, delays can occasionally occur because of weather, holidays, carrier disruptions, or other circumstances outside our reasonable control.

We will always do our best to help when something goes wrong with a shipment.

Tracking Your Order

When tracking is available, you will receive tracking information after your order ships.

Please allow time for the carrier to scan your package and update its tracking information.

Occasionally, tracking may take a little while to begin showing movement even though the package has already been handed over to the carrier.

Lost or Delayed Packages

If your tracking has stopped updating or your package appears to be significantly delayed, please contact us at Hello@pawsnpinecones.com

We may ask you to allow an appropriate amount of time for the carrier to complete delivery or investigate the shipment.

Depending on the circumstances, we may assist with contacting the carrier or opening a missing-package inquiry.

We cannot control carrier delays once a package has entered the carrier's network, but we will do our best to help determine what happened and what options may be available.

Nothing in this policy limits any rights or remedies available under applicable law.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

• Check around your delivery location, including porches, side doors, garages, mailboxes, or other areas where the carrier may have left it.
  
• Check with other members of your household.
  
• Check with nearby neighbors when appropriate.
  
• Allow a short period of time, as carriers occasionally mark packages delivered shortly before they physically arrive.
  
• Contact the shipping carrier for additional delivery information.

If you still cannot locate your package, please contact us and we will do our best to help.

Paws & Pinecones is not responsible for theft or loss occurring after a package has been properly delivered to the address provided with the order, except where otherwise required by law.

Incorrect or Incomplete Addresses

Please carefully review your shipping address before submitting your order.

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

If you notice an error before your order ships, please contact us as quickly as possible. We cannot guarantee that an address can be changed once fulfillment has begun.

If an order is returned to Paws & Pinecones because the customer provided an incorrect, incomplete, or undeliverable address, the customer may be responsible for the cost of shipping the order again.

Original shipping charges may be non-refundable in these circumstances, except where otherwise required by law.

Paws & Pinecones is not responsible for delays or additional shipping costs resulting from incorrect address information submitted by the customer.

Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned to Paws & Pinecones for reasons not caused by an error on our part, please contact us to discuss available options.

Applicable return shipping costs, original shipping charges, or reshipping charges may be deducted or charged where appropriate and permitted by law.

Custom and personalized products remain subject to our Return & Refund Policy even when a package is refused or left unclaimed.

Damaged During Shipping

Please inspect your order when it arrives.

If your package or item arrives damaged, contact us at hello@pawsnpinecones.com within 3 days of delivery.

Please include:

• Your order number
  
• A description of the damage
  
• Clear photographs of the damaged item
  
• Photographs of the shipping packaging
  
• A photograph of the shipping label

Please keep the item and its packaging while we review your claim, as the shipping carrier may require additional information or photographs.

Once we have reviewed the issue, we will work with you on an appropriate resolution in accordance with our Return & Refund Policy and applicable law.

International Shipping

International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country unless otherwise stated at checkout.

These charges are not included in the purchase price or shipping charge unless specifically indicated.

Customers are also responsible for ensuring that products they order can legally be imported into their destination country.

Customs processing may cause additional delivery delays that are outside our control.

Paws & Pinecones does not currently ship to Europe.

Available shipping destinations may change in the future.

Shipping Delays Before Fulfillment

We make our processing promises based on what we reasonably expect to be able to fulfill.

If an unexpected delay means we cannot ship your order within the timeframe promised when you placed your order, we will contact you with updated information and provide the applicable option to agree to the delay or cancel for a refund as required by law.

Questions About Your Shipment

Something doesn't look right with your tracking or delivery? Reach out to us and we'll be happy to take a look.

Paws & Pinecones

We want your Paws & Pinecones order to make it from our hands to yours safely. 🌲🐾