Shipping policy
At TenPaws, we carefully prepare and package every order to help ensure your products arrive safely and in excellent condition.
Order Processing
Orders are processed as quickly as possible after they are received. Processing times are separate from shipping transit times and may vary during holidays, product launches, periods of high order volume, or other circumstances.
Once your order ships, you will receive tracking information using the contact information provided with your order.
Shipping Rates & Delivery
Available shipping methods, rates, and estimated delivery times are displayed at checkout based on your order and shipping destination.
Delivery estimates provided by shipping carriers are estimates and are not guaranteed unless expressly stated otherwise.
Once a package has been transferred to the shipping carrier, circumstances such as weather, carrier delays, transportation disruptions, and other events outside TenPaws' control may affect delivery.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully review your address before submitting your order.
If you notice an error after placing your order, contact us as soon as possible. We will make reasonable efforts to correct the address before shipment, but we cannot guarantee that an address can be changed once an order has entered processing or has shipped.
Lost or Missing Packages
If your tracking information shows that your package is still in transit or delayed, please allow the carrier reasonable time to complete delivery.
If you believe your package has been lost in transit, please contact us so we can review the shipment and determine the appropriate next steps.
If tracking shows your package as delivered but you cannot locate it, please check:
- around your delivery location;
- with other members of your household;
- with neighbors or building management, when applicable; and
- directly with the shipping carrier.
If you still cannot locate the package, contact us and we will assist you in reviewing the shipment.
Shipping Delays
TenPaws makes reasonable efforts to ship orders within the timeframe communicated at the time of purchase.
If we are unable to ship your order within the promised timeframe, we will provide any notices, cancellation options, or refunds required by applicable law.
Contact Us
If you have a question or problem concerning the shipment of your order, please contact TenPaws with your order number and relevant details.
We will be happy to investigate legitimate shipping issues and help determine the appropriate next steps.