CloseByPaw Shipping Policy

Last updated: July 29, 2026

Thank you for choosing CloseByPaw. This Shipping Policy explains how orders placed through closebypaw.com are processed, shipped, tracked, and delivered.

By placing an order through closebypaw.com, you agree to the terms described below.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Orders placed during weekends, public holidays, promotional periods, or periods of unusually high demand may require additional processing time.

Processing time is separate from shipping and transit time.

Once an order has entered fulfillment, we may no longer be able to change or cancel it.

Shipping Destinations

CloseByPaw ships to eligible destinations made available during checkout.

Available shipping methods, costs, and estimated delivery times may vary depending on:

• the customer’s destination
• local carrier availability
• the products and quantities ordered
• customs and import requirements
• the fulfillment location assigned to the order
• remote or restricted delivery areas

If your address is not accepted during checkout, contact us before placing your order at:

closebypaw@gmail.com

Estimated Delivery Times

After an order has been processed and dispatched, estimated standard delivery times are:

United States

6–15 business days

Canada

7–18 business days

United Kingdom

7–18 business days

Europe

7–18 business days

Australia and New Zealand

8–20 business days

Other International Destinations

10–25 business days

These are estimated transit times and are not guaranteed delivery dates.

The total estimated delivery time consists of:

Processing time + shipping transit time

For example, an order requiring two business days to process and ten business days in transit may arrive approximately twelve business days after the purchase date.

Delivery may occasionally take longer because of customs inspections, carrier congestion, severe weather, public holidays, remote delivery locations, transportation restrictions, or other circumstances outside our reasonable control.

Where mandatory consumer law applies, nothing in this policy limits delivery rights that cannot legally be excluded. UK and EU consumer guidance generally requires sellers to clearly disclose delivery arrangements, costs, and expected delivery times.

Shipping Costs

Shipping costs are displayed during checkout before payment is completed.

Where the store displays Free Tracked Shipping, no standard shipping charge will be added for eligible orders and destinations.

Additional charges may apply for:

• expedited delivery
• remote delivery locations
• special handling
• customs duties
• import taxes
• local government or carrier fees

Free shipping applies only where it is expressly displayed on the product page, cart, or checkout.

The shipping rate and available method shown during checkout will apply to your order. Shopify stores can be configured to offer free, flat-rate, or carrier-calculated shipping depending on the destination and store settings.

Order Tracking

When your order has been dispatched, you will normally receive a shipping confirmation email containing a tracking number or tracking link.

Tracking information may require 2–5 business days to display its first carrier update after the shipping confirmation is sent.

This delay does not necessarily mean that the order has not been shipped.

In some cases, the original shipping partner transfers the package to a regional or local carrier before tracking activity becomes visible.

You can follow your order using:

• the tracking link sent by email
• the order status page
• the Track Your Order page on closebypaw.com
• the Shop app, where available

After tracking information is added to a fulfilled Shopify order, customers can generally follow the shipment through their order status page, shipping notifications, and the Shop app.

Tracking Has Not Updated

Tracking updates are controlled by the shipping carrier and may not appear immediately.

A tracking number may temporarily show:

• label created
• shipment information received
• pre-transit
• awaiting carrier pickup
• no tracking information available

These statuses usually mean that the shipment information has been created but the carrier has not yet completed its first physical scan.

Please allow up to five business days after receiving your shipping confirmation before contacting us about missing initial tracking updates.

For assistance, contact:

closebypaw@gmail.com

Please include your full name and order number.

Tracking Shows “Delivered,” but the Package Is Missing

If tracking shows that your package was delivered but you cannot find it:

1. Check your mailbox, porch, entrance, garage, building reception, parcel locker, and other safe delivery locations.
2. Ask household members, neighbors, or building staff whether they accepted the package.
3. Verify that the shipping address entered during checkout was correct.
4. Allow up to 48 hours, as some carriers may record a package as delivered shortly before the physical handoff.
5. Contact the final-mile delivery carrier using your tracking number.

If the package is still missing, contact CloseByPaw support at:

closebypaw@gmail.com

Please include:

• your full name
• order number
• shipping address
• tracking number
• a brief description of the issue

We will review the available tracking information and assist where reasonably possible.

A carrier’s confirmed delivery scan may be treated as evidence that the order reached the address provided during checkout, subject to applicable consumer law.

Incorrect or Incomplete Shipping Address

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

Before completing your order, please verify:

• recipient’s full name
• street and building number
• apartment, suite, or unit number
• city
• state, province, county, or region
• postal or ZIP code
• country
• email address
• telephone number, where requested

Contact us immediately at closebypaw@gmail.com if you notice an error.

We will make a reasonable effort to update the address before fulfillment, but address changes cannot be guaranteed after processing or shipment has begun.

CloseByPaw is not responsible for delivery problems caused by:

• an incorrect or incomplete shipping address
• missing apartment or unit information
• an invalid postal or ZIP code
• an incorrect recipient name
• refusal of delivery
• failure to collect the package
• failure to respond to carrier communications
• an inaccessible delivery location

If the package is returned to the sender, any refund or reshipment will be considered after the parcel has been received and reviewed.

Original shipping costs, return-to-sender charges, reshipping costs, and carrier fees may be deducted where permitted by law.

Address Changes After Ordering

Contact us as quickly as possible if you need to change your shipping address.

Include:

• your full name
• order number
• incorrect address
• complete corrected address

We cannot guarantee that an address can be changed once the order has entered fulfillment, received tracking information, or been transferred to a shipping partner.

CloseByPaw is not responsible for an order delivered to an address entered incorrectly by the customer.

Multiple Packages

Orders containing multiple products or quantities may occasionally be fulfilled from different facilities.

As a result:

• products may arrive in separate packages
• packages may have different tracking numbers
• packages may arrive on different days

You will not be charged an additional standard shipping fee solely because an order is divided into multiple packages, unless a separate fee was clearly disclosed before purchase.

Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, brokerage charges, handling fees, or other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

CloseByPaw does not control:

• whether customs charges will apply
• the amount of those charges
• how long customs clearance will take
• the requirements of local customs authorities

Customers are responsible for complying with the import laws and requirements of their country.

Refusing a shipment because of customs charges does not automatically qualify the order for a full refund.

Any refund will be considered only after the package has been returned and reviewed. Shipping costs, customs charges, return expenses, and carrier fees may be deducted where legally permitted.

Customs and Carrier Delays

CloseByPaw cannot guarantee a specific delivery date unless that guarantee was expressly provided in writing.

Delivery may be delayed by circumstances outside our reasonable control, including:

• customs inspections
• carrier backlogs
• severe weather
• natural disasters
• strikes or labor disruptions
• public holidays
• border or security inspections
• local postal service disruptions
• transportation restrictions
• incorrect carrier scans
• remote delivery destinations
• major supply-chain interruptions

We will provide available tracking information and reasonable assistance, but we cannot control carrier or customs processing times.

Lost Packages

A package may be considered potentially lost when:

• tracking has shown no meaningful movement for an extended period
• the expected delivery period has passed by a reasonable margin
• the carrier confirms that the package cannot be located
• the shipment is formally declared lost by the carrier or fulfillment partner

To report a potentially lost package, contact:

closebypaw@gmail.com

Please include:

• your full name
• order number
• complete shipping address
• tracking number
• a brief explanation of the issue

We may open an investigation with the carrier or fulfillment partner.

Depending on the investigation, available evidence, and applicable law, the resolution may include:

• continued carrier investigation
• replacement shipment
• store credit
• partial refund
• full refund

Please allow our support team a reasonable opportunity to investigate the shipment before opening a payment dispute.

This does not limit any rights available to you under applicable consumer or payment-provider rules.

Stolen Packages

CloseByPaw is not responsible for theft that occurs after a carrier has confirmed delivery to the address provided during checkout, except where applicable law requires otherwise.

If you believe a package was stolen:

• check all possible delivery locations
• speak with household members and neighbors
• contact the delivery carrier
• contact building management where applicable
• file a police report where appropriate

Contact us at closebypaw@gmail.com, and we will review the available shipment information.

Any replacement or refund for a package reported stolen after confirmed delivery will be considered individually and is not guaranteed.

Damaged Packages, Missing Components, or Incorrect Products

Please inspect your order promptly after delivery.

Contact us within 7 days of delivery if:

• the product arrived damaged
• the wrong product was sent
• a component is missing
• the frame arrived cracked or broken
• the clay arrived dry, damaged, or unusable
• the paint containers leaked or arrived damaged
• another manufacturing or shipping issue is present

Please include:

• your full name
• order number
• photographs of the complete product
• photographs of the damaged or incorrect component
• photographs of the external package
• a photograph of the shipping label
• a clear photograph or video showing the problem

Keep all products and packaging until the claim has been reviewed.

Claims submitted without sufficient evidence may require additional review time.

After reviewing the claim, we may offer:

• a replacement component
• a replacement product
• a reshipment
• store credit
• a partial refund
• a full refund

The resolution will depend on the circumstances and applicable law.

Damage caused after delivery by dropping, chewing, scratching, moisture, improper storage, painting, assembly, misuse, or another form of customer handling is not considered shipping damage.

Delivery Estimates

Any delivery date displayed on the product page, cart, checkout, tracking page, email, or another part of the website is an estimate unless expressly described as guaranteed.

Estimated delivery periods may change because of processing time, carrier performance, customs, public holidays, weather, or other external circumstances.

Where applicable law sets mandatory delivery requirements, those rights remain unaffected. EU and UK consumer guidance generally provides for delivery within 30 days unless another delivery period has been agreed with the customer.

Order Changes and Cancellations

Orders begin processing shortly after they are placed.

Contact us as soon as possible at closebypaw@gmail.com if you need to change or cancel an order.

We cannot guarantee cancellation or modification after an order has:

• entered fulfillment
• received a tracking number
• been transferred to a shipping partner
• been dispatched

Once an order has been dispatched, it can no longer be canceled and must be handled under our Refund & Return Policy after delivery.

Failed or Refused Delivery

If delivery fails because the recipient:

• refuses the package
• fails to collect it
• is unavailable after repeated carrier attempts
• provides an incorrect or inaccessible address
• fails to respond to the carrier
• fails to pay applicable customs charges

the package may be returned, abandoned, or destroyed by the carrier.

Refunds or reshipments will not be issued until the shipping status has been reviewed.

Original shipping costs, return costs, customs charges, reshipping expenses, and carrier fees may be deducted where legally permitted.

Shipping Protection

Shipping protection is included only when it is expressly displayed and selected during checkout.

The exact coverage, conditions, limitations, and exclusions presented when shipping protection is purchased will govern the claim.

Unless expressly stated otherwise, shipping protection does not cover:

• incorrect addresses provided by the customer
• refusal of delivery
• failure to collect the package
• delays without confirmed loss
• customs duties or import taxes
• packages accepted by household members or neighbors
• theft occurring after confirmed delivery
• damage caused after delivery

Optional shipping protection or other additional charges should only be added when the customer expressly agrees to them during checkout.

Product Safety During Delivery and Unpacking

CloseByPaw is a craft keepsake kit containing clay, paint, a frame, and small accessories.

After delivery:

• inspect the package before use
• keep packaging and small components away from pets and young children
• do not allow pets to chew or consume the clay, paint, brushes, or accessories
• check the frame for cracked glass or sharp damage before handling
• stop using any component that arrived broken or unsafe
• contact us promptly if the order arrived damaged

CloseByPaw products are decorative keepsake products and are not toys, food products, or veterinary products.

Contact Us

For questions about shipping, tracking, delivery, customs, or a damaged order, contact:

CloseByPaw Customer Support
Email: closebypaw@gmail.com
Website: closebypaw.com

Please include your order number whenever possible.