Shipping policy

Shipping Policy

Last updated: September 27, 2026

PawGroom is operated by André Costa, sole trader (empresário em nome individual), Portugal · VAT/NIF PT256668906 · support@getpawgroom.com. Questions about your delivery? Email us. We reply within 1 business day.

Where we ship
We currently ship to addresses in the United States only. We do not ship to any other country at this time.

Shipping cost
Free tracked shipping on every order. There's no minimum spend, and no shipping fee is added at checkout.

How long it takes
- Order processing (picking, packing, handing to the carrier): 1–3 business days
- Transit to your door: 10–15 business days
- Total, from order to delivery: 11–18 business days
Business days are Monday to Friday, excluding public holidays. The product page shows an estimated delivery window based on these times.

Why not two-day delivery? Your order ships from our overseas fulfillment partner, not from a US warehouse. The trade-off is time, and we'd rather tell you before you pay than after.

Tracking
We email you a tracking number and link as soon as your order ships. You can follow it anytime on our Track Your Order page.
International parcels often go 7–10 days between tracking scans. A quiet tracking page is normal during transit and almost never means something is wrong.
US sales tax, where it applies, is calculated and shown at checkout before you pay.

Delays
Carrier and customs delays can happen, especially around US holidays (Thanksgiving to New Year) and public holidays in the country of dispatch (for example, Lunar New Year). If we can't ship your order within the processing time above, we'll email you with a new estimated date, and you can choose to cancel for a full refund.

Late or lost orders
Email support@getpawgroom.com with your order number if either of these happens:
- your tracking shows no update for 15 business days in a row, or
- your order has not arrived 30 days after it shipped.
We'll send a free replacement or give you a full refund. Your choice.

Marked as delivered, but not received
Please check around your property, with neighbors and with your local post office, and allow 2 business days, because parcels are sometimes scanned as delivered a little early. If it still hasn't turned up, email us. We'll open a claim with the carrier and, once it's confirmed, we'll send a replacement or refund you.

Address changes and cancellations
Please check your shipping address at checkout. To change the address or cancel, email us within 12 hours of placing your order. After that, your order may already be with our fulfillment partner. We'll still try, but we can't always change or stop it. If it ships anyway, our 30-Day Money-Back Guarantee still covers you once it arrives.
We're not responsible for orders sent to an incorrect address entered at checkout. If the parcel comes back to us, we'll reship it free of charge or refund you.

Damaged or wrong items
If something arrives damaged, defective or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll send a free replacement, or a full refund if you prefer. No return needed. See our Refund Policy.