Shipping policy

1. Shipping Locations:

We currently ship to all addresses within the United States (including Alaska, Hawaii, and U.S. territories) and Canada. At this time, we do not offer international shipping beyond these regions.

2. Shipping Methods and Delivery Times:

We offer the following shipping options at checkout:

United States:

  • Standard Shipping (3–5 business days)

Canada:

  • Standard International Shipping (7–14 business days)

Please note: Delivery times are estimates and may be subject to delays due to weather, customs processing, or carrier issues beyond our control. We do not guarantee exact delivery dates.

3. Shipping Costs:

Shipping costs are automatically calculated at checkout based on the total order weight, shipping destination, and selected shipping method. For shipments to Canada, all applicable duties, taxes, and import fees are calculated and collected at checkout. This ensures that orders are shipped on a Delivered Duty Paid (DDP) basis, with no additional charges due upon delivery.

4. Customs and Import Disclaimer

All international shipments are subject to applicable customs procedures and regulations. While duties and taxes are collected in advance to facilitate a seamless delivery, occasional customs inspections or delays may occur, which are beyond our control. Customers are responsible for providing accurate shipping information to prevent any potential delivery disruptions.

5. Order Processing Time:

All orders are processed within 1–3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

During high-volume periods (e.g., sales, holidays), processing times may be extended. We appreciate your patience.

6. Shipping Restrictions:

  • We do not ship to P.O. Boxes in Canada.
  • Oversized or heavy items (e.g., bulk orders) may incur additional shipping charges.

7. Lost or Damaged Packages:

If your order arrives damaged or does not arrive within the estimated delivery window:

  1. Contact us at help@proactivepaws.com within 7 days of delivery (for damage) or 10 days after the expected delivery date (for loss).
  2. Include your order number and any relevant photos or details.
  3. We will work with the carrier to investigate the issue and offer a replacement or refund, as appropriate.

Please note: We are not responsible for lost or stolen packages after confirmed delivery by the carrier.

8. Incorrect Shipping Address:

Customers are responsible for ensuring their shipping address is correct at checkout.

  • If a package is returned to us due to an incorrect or undeliverable address, we will notify you and offer to reship the package. Additional shipping fees will apply.
  • We are not responsible for packages shipped to incorrect addresses provided by the customer.

9. Returns and Exchanges (Shipping):

If you are not completely satisfied with your purchase, you may request a return or exchange within 30 days of delivery.

  • Customers are responsible for return shipping costs, unless the return is due to an error on our part (e.g., wrong item shipped, defective item).
  • We recommend using a trackable shipping method for all returns.
  • For more details, please refer to our Return & Refund Policy.

10. Contact Information:

If you have any questions or concerns about your shipment, please contact our support team:

Email: help@proactivepaws.com
Business Hours: Monday to Friday, 9 AM – 5 PM EST

11. Policy Updates:

We reserve the right to update or modify this shipping policy at any time without prior notice. Changes will be effective immediately upon posting on our website.

Please review this policy periodically for any updates.