Shipping policy
📦 SHIPPING POLICY
Pawlen
Order Processing
All orders placed with Pawlen may require up to 7 business days for processing before shipment.
During this period, orders are:
- Confirmed
- Prepared
- Packed
- Transferred to our shipping partner
Orders are generally not processed or shipped on weekends or public holidays.
Processing times may be longer during periods of unusually high order volume, holidays, or circumstances outside our reasonable control.
Shipping Time
Once your order has shipped, the estimated delivery time is up to 19 business days, depending on the destination, carrier, and local logistics.
Estimated total delivery timeframe:
Up to 26 business days
- Processing: up to 7 business days
- Shipping: up to 19 business days
These timeframes are estimates, not guaranteed delivery dates, unless expressly stated otherwise at checkout.
International Shipping
Pawlen may ship to customers in multiple countries.
International delivery times can vary depending on factors including:
- Destination country
- Customs processing
- Local postal or carrier conditions
- Transportation availability
- Seasonal shipping volume
- Weather or other external disruptions
Customs inspections and import processing may occasionally cause additional delays.
Pawlen cannot control delays caused solely by customs authorities or independent shipping carriers, but we will make reasonable efforts to assist customers when delivery issues arise.
Tracking Information
Once your order has shipped, you will normally receive a shipping confirmation email with tracking information, when tracking is available.
Please allow some time for the carrier's tracking system to update after the shipment has been created.
Tracking information may initially show limited movement while the parcel is being transferred between logistics facilities.
Incorrect or Incomplete Shipping Address
Customers are responsible for reviewing their shipping information carefully before completing checkout.
Please make sure your address includes all required information, such as:
- Full name
- Street address
- Apartment or unit number, when applicable
- City
- State or province
- Postal code
- Country
- Contact phone number
If you notice an error, contact us as soon as possible at:
📧 pawwlenn@gmail.com
📱 +52 452 417 3408
We will try to correct the address before fulfillment, but changes cannot be guaranteed once an order has entered the shipping process.
If a shipment cannot be delivered because of incorrect or incomplete information supplied by the customer, additional shipping charges may apply where legally permitted.
Delayed Packages
If your tracking information has not updated for an unusual amount of time or your order appears significantly delayed, please contact:
Please include your:
- Order number
- Full name
- Tracking number, if available
We will review the shipment and assist with the next steps.
Shipping delays do not automatically mean that a parcel is lost.
However, where applicable consumer law gives you a right to cancel or receive a refund because a promised shipping or delivery timeframe has not been met, Pawlen will honor those rights.
For U.S. orders, sellers that cannot ship within the promised timeframe generally must notify the customer and offer the choice to accept the delay or cancel for a refund.
Lost Packages
If a parcel appears lost in transit, please contact us so we can investigate the shipment with the carrier or logistics provider.
Depending on the circumstances and applicable law, the appropriate resolution may include:
- Continued carrier investigation
- Replacement shipment
- Refund
A package will not necessarily be considered lost solely because tracking has temporarily stopped updating.
Delivery Confirmation
If tracking shows an order as delivered but you cannot locate it, we recommend first:
- Checking around the delivery location
- Checking your mailbox, parcel locker, porch, or reception area
- Asking household members
- Checking with neighbors where appropriate
- Contacting the local carrier
Then contact Pawlen at:
We will review the tracking information and assist where reasonably possible.
A carrier's “delivered” status may be used as evidence of delivery, but it does not automatically remove any rights you may have under applicable consumer law.
Customs, Duties and Import Taxes
International orders may be subject to:
- Customs duties
- Import taxes
- VAT
- Brokerage fees
- Other local charges
Unless expressly stated otherwise at checkout, these charges may be the responsibility of the customer.
Pawlen does not control customs charges imposed by destination authorities.
Any mandatory disclosures or obligations required by local consumer law will still apply.
Shipping Delays Outside Our Control
Pawlen is not responsible for delays caused solely by events outside our reasonable control, including:
- Customs inspections
- Severe weather
- Natural disasters
- Carrier disruptions
- Transportation interruptions
- Government restrictions
- Local delivery interruptions
However, this does not limit any mandatory right to a refund, cancellation, replacement, or other remedy provided under applicable consumer law.
For EU consumers, goods generally must be delivered within the agreed period, or within 30 days if no different delivery period was agreed; if the trader fails to deliver after an additional reasonable period, the consumer may have the right to end the contract and be reimbursed.
Order Cancellation After Shipment
Once an order has been transferred to a carrier and is in transit, it may no longer be possible to stop or cancel the shipment.
If you no longer want the product, you may request a return after delivery in accordance with our Return & Refund Policy.
This does not limit any statutory cancellation right that applies to your purchase.
Contact Us
If you have questions about shipping, tracking, or delivery, please contact:
Pawlen