Shipping policy
Shipping Policy
Processing and Delivery Times
| Stage | Time |
|---|---|
| Order processing | [1–2] business days |
| Transit | [8–12] business days |
| Total, order to doorstep | [9–14] business days |
Business days are Monday to Friday, excluding public holidays.
These timeframes are estimates, not guarantees. Carrier delays, weather, customs, and peak seasons can extend them.
Tracking Your Order
You will receive a tracking number by email within [1–2] business days of dispatch, to the address you provided at checkout.
Track your order at any time at https://gethushpaw.com/apps/17TRACK
Tracking can take 24–72 hours to show activity after you receive the number. This is normal and does not mean anything is wrong.
If you have not received a tracking email, check your spam folder first, then contact gethushpaw@gmail.com and we will resend it.
Delivery Address — Your Responsibility
You are responsible for providing a complete, accurate delivery address. Please check it carefully before completing your order.
We ship to the address exactly as entered at checkout. We cannot change a delivery address once an order has been dispatched.
If a parcel is returned to us as undeliverable because of an incorrect, incomplete, or outdated address, we will contact you and either reship at your cost or refund the product price less shipping costs incurred.
To change an address before dispatch, email gethushpaw@gmail.com immediately with your order number. We will make the change if the order has not yet left our facility.
Delayed Orders
If your order has not arrived within [14] business days of dispatch, contact us at gethushpaw@gmail.com with your order number.
We will:
- Open an investigation with the carrier within 24 hours
- Keep you updated in writing until it is resolved
- If the parcel cannot be located, send a free replacement or issue a full refund — your choice, at no cost to you
We do not require you to deal with the carrier yourself. That is our job.
Parcels Marked Delivered but Not Received
Carriers occasionally mark a parcel delivered before it physically arrives, or leave it in a safe place, with a neighbour, or at a nearby collection point.
If your tracking shows delivered but you do not have the parcel:
- Check around your property — porch, side door, garage, mailbox, building reception
- Ask household members and immediate neighbours
- Wait 48 hours — parcels marked delivered frequently arrive within two days
- If it still has not appeared, email gethushpaw@gmail.com and we will investigate with the carrier and resolve it with you
Carrier delivery confirmation is treated as evidence of delivery. That said, we investigate every report and we do not leave customers without a resolution. Contact us and we will work it out.
Damaged Parcels
If your parcel arrives damaged, email [SUPPORT EMAIL] within [7] days of delivery with photos of the packaging and the product.
We will send a free replacement — no return required.
Multiple Items
Orders containing multiple items may ship in separate parcels arriving on different days. Each parcel has its own tracking number. If part of your order has arrived and the rest has not within [5] business days, contact us.
Order Cancellations
To cancel, email gethushpaw@gmail.com immediately with your order number.
If the order has not yet been dispatched, we cancel and refund in full. Once dispatched, our Refund & Returns Policy applies.
Before You Contact Your Bank
If your order is late, missing, or damaged, email us first at gethushpaw@gmail.com.
We resolve almost every shipping issue within 24 hours, and we replace or refund lost parcels at no cost to you. A bank dispute takes 30–90 days to resolve and gets you a slower outcome than simply emailing us.
We are a real business with real people answering email. Give us the chance to fix it.
Contact Us
Email: gethushpaw@gmail.com
By completing a purchase at gethushpaw.com, you confirm you have read and accepted this Shipping Policy and our Refund & Returns Policy.