Shipping policy
Last Updated: August 26, 2026
At NeatPaws, we are committed to getting your pet products to you safely, securely, and as quickly as reasonably possible. This Shipping Policy explains our order processing times, estimated delivery times, shipping costs, tracking, international orders, and delivery-related issues.
By placing an order through www.neatpaws.store, you acknowledge and agree to the terms outlined below.
1. Order Processing Time
Orders are generally processed within 1–3 business days after payment has been successfully received.
Orders are not normally processed, shipped, or delivered on weekends or public holidays.
During busy periods such as major holidays, promotional events, or product launches, processing may take slightly longer. If there is a significant delay, we will make reasonable efforts to keep you informed.
Please note: Order processing time is separate from shipping/transit time.
2. Standard Shipping Time
Our standard estimated delivery times are:
United States: 7–15 business days
United Kingdom: 7–15 business days
Canada: 8–18 business days
Australia: 8–18 business days
Other International Destinations: 8–20 business days
These are estimated transit times and are not guaranteed delivery dates.
Your total estimated order timeline is generally:
1–3 business days processing + applicable shipping transit time
Delivery may occasionally take longer because of customs, carrier delays, weather, public holidays, incorrect address information, or circumstances outside our reasonable control.
3. Shipping Costs
Available shipping methods and applicable shipping charges will be displayed during checkout before you complete your purchase.
From time to time, NeatPaws may offer free shipping, discounted shipping, or other promotional shipping offers.
Promotional shipping offers may have additional terms, restrictions, or minimum order requirements.
4. Tracking Information
Once your order has been shipped, you will normally receive a shipping confirmation email containing tracking information, where tracking is available.
Please allow 24–72 hours for tracking information to become active or show movement after shipment.
You can use the tracking information provided to monitor your shipment.
5. Delivery Delays
While we work with shipping partners to deliver orders within the estimated timeframe, delivery dates cannot always be guaranteed.
Delays may occur because of:
- Carrier disruptions
- Customs processing
- Severe weather
- Public holidays
- High shipping volumes
- Incorrect or incomplete addresses
- Customs inspections
- International transportation delays
- Events outside our reasonable control
If your order is significantly delayed beyond the expected delivery timeframe, please contact our customer support team so we can assist with checking the shipment.
6. International Shipping
NeatPaws may ship to selected international destinations.
International orders may be subject to additional customs procedures and requirements.
Customers are responsible for providing a complete and accurate delivery address and, where applicable, complying with local import requirements.
Some products may not be available for shipment to certain countries due to local laws, carrier restrictions, customs requirements, or product-specific restrictions.
If an order cannot be delivered because the destination country does not permit the product to be imported, NeatPaws may not be responsible for the resulting costs, to the extent permitted by applicable law.
7. Customs, Duties & Taxes
For international orders, the destination country may impose:
- Customs duties
- Import taxes
- VAT/GST
- Brokerage or clearance fees
- Other local government charges
Unless specifically stated at checkout, these charges are not included in the product price or standard shipping fee.
Any applicable customs duties, import taxes, or similar charges are generally the responsibility of the customer.
NeatPaws does not control these charges and cannot guarantee the amount that may be assessed by customs.
8. Incorrect Shipping Address
Customers are responsible for providing accurate shipping information at checkout.
If you enter an incorrect or incomplete address, please contact us as soon as possible.
We will make reasonable efforts to update the address before the order is shipped, but we cannot guarantee that changes can be made once an order has entered processing or shipment.
If a package is returned because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply for reshipment.
9. Delivered but Not Received
If your tracking information shows that your package has been delivered, but you cannot locate it, please:
- Check around your delivery location.
- Ask household members or neighbors.
- Check with your building reception or mailroom, if applicable.
- Contact the shipping carrier.
- Contact NeatPaws if the package remains missing.
We will make reasonable efforts to assist with carrier investigations.
However, once a carrier confirms successful delivery to the address provided at checkout, NeatPaws may not be responsible for theft or loss occurring after confirmed delivery, to the extent permitted by applicable law.
10. Lost or Damaged Packages
If your package appears to be lost or arrives damaged, please contact us as soon as possible.
For damaged shipments, we may request:
- Order number
- Photos of the product
- Photos of the shipping box
- Photos of the shipping label
- Description of the damage
This information may be necessary to investigate the issue with the shipping carrier.
Where the issue is attributable to NeatPaws or the carrier and applicable law requires a remedy, we will work with you to provide an appropriate solution.
11. Refused or Undeliverable International Packages
If an international shipment is refused by the recipient, cannot be delivered because of an incorrect address, or is returned to NeatPaws due to circumstances attributable to the customer, additional costs may be incurred.
Where permitted by applicable law, any refund may be reduced by costs incurred by NeatPaws, including:
- Return shipping
- Original shipping charges
- Customs duties
- Taxes
- Brokerage fees
- Other carrier or handling charges
12. Split Shipments
Depending on product availability and fulfillment arrangements, an order containing multiple products may occasionally be shipped in separate packages.
If this occurs, you may receive more than one tracking number.
You will not be charged additional shipping simply because NeatPaws ships an order in multiple packages unless the additional charge was clearly disclosed and agreed to at checkout.
13. Shipping Restrictions
Some products or destinations may have shipping restrictions due to:
- Local regulations
- Customs requirements
- Carrier policies
- Product-specific restrictions
- Geographic limitations
If we are unable to fulfill an order because of a shipping restriction, we will contact you and provide an appropriate resolution, including a refund where applicable.
14. Changes to Shipping Policy
NeatPaws may update this Shipping Policy from time to time to reflect changes in our shipping partners, fulfillment process, destinations, or applicable requirements.
The latest version will always be published on this page with the updated date.
15. Contact Us
If you have questions about shipping, tracking, delivery delays, or your order, please contact us:
NeatPaws
Website: www.neatpaws.store
Email: support.neatpaws@gmail.com
We are committed to providing a reliable and transparent delivery experience for pet owners worldwide.
NeatPaws — Happy Pets, Better Lives.