Draft — fill in shipping-time estimates once suppliers are confirmed. Especially check the US customs note (Shipping section) with your lawyer given the recent US de minimis exemption change.
Shipping
We work with trusted suppliers to bring you quality pet wellness products at fair prices. Because of this, orders are shipped directly from our fulfillment partners, and delivery times are slightly longer than typical next-day retail — here's what to expect:
- Processing time: orders are processed within [1-3] business days of purchase.
- Estimated delivery: [X-X] business days for EU and UK destinations, [X-X] business days for the US and other regions.
- Multiple items: if your order contains more than one product, items may ship separately and arrive in different packages, at no extra cost to you.
- Tracking: you'll receive a tracking link by email once your order ships.
- EU orders: applicable VAT is included in the displayed price — no surprise charges on delivery.
- UK orders: UK VAT is charged at checkout in line with current low-value import rules — no separate charge on delivery for most orders.
- US orders: please note that as of 2025-2026, the previous duty-free allowance for low-value international parcels has been removed. This means US orders may be subject to customs duties or fees collected on delivery, which are the customer's responsibility unless we indicate otherwise at checkout. We're working on sourcing options to minimize this impact — check the product page for the latest note on US customs charges before ordering.
Questions about an order in transit: support@pawsitivecalm.com.
Returns and refunds
If you're not satisfied with your order, you may return it within 14 calendar days of delivery for a refund. This is a statutory right for EU and UK customers, and a voluntary Pawsitive Calm policy extended to customers everywhere else, including the US.
How to start a return:
- Email support@pawsitivecalm.com with your order number and reason for return.
- We'll confirm the return address and any next steps.
- Once we receive and inspect the returned item, we'll process your refund to the original payment method within 14 days.
Please note: items should be returned unused and in their original packaging where possible. Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect. Sealed items that cannot be returned for hygiene reasons once opened (where applicable) are excluded from the right of withdrawal.
Damaged or incorrect items: contact support@pawsitivecalm.com with a photo within 48 hours of delivery and we'll arrange a replacement or full refund at no cost to you.