Shipping & Returns

PawTerra uses current product, supplier, and fulfillment information to determine which shipping options are available for an order. Product availability, supplier cost, and shipping are rechecked before payment.

Shipping options and cost

Shipping options and delivery estimates are shown before payment.

Shipping availability, cost, and estimated delivery timing can vary by item, selected variant, fulfillment origin, and destination. PawTerra does not publish a universal delivery promise when the underlying route can differ by order.

Split shipments

Products in the same order may ship from different fulfillment locations. When that happens, your order can arrive in separate packages with separate tracking details.

Order tracking

When a carrier tracking number becomes available, PawTerra records it against the related fulfillment. Orders with multiple shipments can have more than one tracking number.

Address changes and cancellations

Contact PawTerra as soon as possible if you notice an address problem or need to request a cancellation. Once an order has entered fulfillment or shipment, a change or cancellation may no longer be possible.

Returns and refunds

All sales are final except approved claims for items that arrive damaged, defective, missing, or incorrect. Eligible claims must be started within 7 days of delivery and may require order details, photos, packaging, and shipping-label evidence. Do not send anything back unless PawTerra provides return instructions.

PawTerra does not accept change-of-mind returns or exchanges for preference, sizing or color choices, or products that are no longer wanted after ordering. Opened, used, worn, washed, personalized, hygiene-sensitive, or consumable products are not returnable unless they qualify for an approved damaged, defective, missing, or incorrect-item claim.

To request an exception, contact PawTerra within the published claim window and provide the order number, a description of the issue, and clear photos of the item, packaging, and shipping label when requested. Do not mail or ship anything back until PawTerra provides written return instructions. Unauthorized returns may be refused.

If a claim is approved, PawTerra may provide a replacement, reshipment, store credit, or refund as appropriate to the verified issue and applicable law. Original shipping charges are not refundable unless the issue resulted from an incorrect or defective shipment or applicable law requires otherwise. Nothing in this policy limits rights that cannot legally be waived.

Damaged, missing, defective, or incorrect items

Contact PawTerra promptly and keep the item, packaging, shipping label, and all included materials available for verification. Claims submitted outside the published claim window may be denied unless applicable law requires a different remedy.

Need help?

Visit the Contact page for the current PawTerra support options.