01Order Processing & Dispatch

We process and dispatch most in-stock orders within 2 business days (Monday to Friday, excluding public holidays). Orders placed on a weekend or holiday are processed on the next business day.

Personalized and made-to-order pieces — engraved ID tags, custom portrait necklaces, and embroidered name items — are crafted individually for your pet and are typically dispatched within 5–8 business days.

You'll receive a shipping confirmation email as soon as your order is on its way.

02Shipping Options & Delivery Times

Choose your delivery speed at checkout. The estimates below are counted in business days after dispatch, not from the moment you place your order.

Delivery windows are estimates based on carrier performance, not guarantees. Transit times can vary with destination, weather, and peak seasons.

03Where We Ship

We currently ship to the United States, Canada, Australia, and the United Kingdom. We're working on adding more destinations — if you'd like us to reach your country, email help@pawinjoy.com and let us know.

04Shipping Costs

Every order qualifies for free shipping through our Free Shipping option — no minimum spend, no promo code. Faster options are available as paid upgrades at checkout, and the exact cost is always shown before you pay.

Shipping fees you've paid are non-refundable, except where an item arrives defective, damaged, or incorrect.

05Order Tracking

Once your order ships you'll receive a confirmation email, followed by a tracking link.

Tracking can take a few days to start updating after dispatch — that's normal and doesn't mean anything is wrong. If it still hasn't moved after a while, just email us and we'll look into it for you.

06Shipping Delays

Delivery can occasionally be delayed by carrier backlogs, severe weather, or peak periods such as Black Friday and the December holidays. These delays sit outside our control, but we'll always help you follow up — email help@pawinjoy.com with your order number and we'll chase it on your behalf.

07Incorrect or Incomplete Addresses

Please double-check your shipping address at checkout, including apartment, unit, and building numbers. We can't take responsibility for orders delayed, returned, or lost because of an incorrect or incomplete address.

If you spot a mistake, email us straight away — we can usually correct it before the order ships. Once it's dispatched, the address can no longer be changed. Parcels returned to us as undeliverable can be reshipped once return postage is covered.

08Damaged in Transit

If your order arrives damaged, email help@pawinjoy.com within 48 hours of delivery with your order number and photos of the item and the packaging. We'll review it and get back to you within 24 business hours to arrange a solution for you.

Please keep the original packaging until your claim is resolved.

09Contact Us

Paw in Joy
Operated by Hong Kong Xia Tusheng Trading Co., Limited
Email: help@pawinjoy.com

We reply within 24 business hours. This policy should be read together with our Return & Refund Policy and Terms of Service.