Shipping policy

1. Preorders and delivery timing

Products marked “preorder” or “presale” are not ready to ship immediately. Estimated delivery is 4–6 weeks from the date you place your order, unless a different window is clearly shown on the product page and at checkout. This estimate includes the wait for stock, order preparation and delivery to your address. It is an estimate, not a guaranteed arrival date. Any different timing will be stated before you order.

2. Payment and order confirmation

Your preorder is charged when you place it. We will send an order confirmation to the email address you provide at checkout. Please keep this email for your records.

3. Where we ship and shipping charges

We ship to the US addresses supported at checkout. Available delivery options and any shipping charges are shown before you pay. If free shipping applies to your order, it will be shown at checkout.

4. Tracking your order

When your order ships, we will email you a shipping confirmation with tracking details. You can also see your order and its tracking by signing in to your account at thepawshealth.com/account. An order confirmation does not mean your preorder has shipped. Carrier tracking may take time to update after the first scan.

5. If your preorder is delayed

If we cannot ship in time to meet the delivery window shown when you ordered, we will contact you before that window ends with an updated estimate, if available. You can choose to accept the delay or cancel the unshipped order for a full refund, including any shipping charge. We will obtain your agreement to a delay or cancel and refund the order as required by applicable law. A delay does not remove your cancellation or refund rights.

6. Cancelling a preorder or changing your address

You may cancel your preorder for a full refund at any time before it ships. To cancel or request an address change, contact us through thepawshealth.com/pages/contact with your order number. Please check your delivery address before ordering. We cannot guarantee an address change once your order has shipped.

7. Missing, damaged or incorrect deliveries

If your order appears lost, arrives damaged or contains the wrong items, contact us with your order number and details of the issue. Photos are helpful for damaged or incorrect items. If tracking says delivered but you cannot find the package, check your delivery area and with other household members, then contact us so we can help investigate. Confirmed shipping errors, damage or loss will be handled with a replacement or refund, as appropriate.

8. Subscription deliveries

The preorder delivery window applies to your first shipment. Your subscription frequency, price and next billing date will be shown when you sign up and in your subscription account. You will not be charged for a renewal before your first preorder ships. You can pause or cancel future renewals from your account or contact us for help. Cancelling a subscription does not automatically cancel an order that has already been charged; please contact us separately if you also want to cancel an unshipped order.

9. Contact

For shipping, preorder or delivery questions, use the contact form at thepawshealth.com/pages/contact and include your order number. Nothing in this policy limits rights you have under applicable law.