Shipping policy

Shipping Policy

At Paw and Frankie, we are committed to getting your new gear to you as quickly as possible. Because much of our range is custom-engraved specifically for your pet, our shipping process includes a dedicated production phase to ensure every detail is perfect.

1. Production & Processing Time

To ensure the highest quality for our personalized items, please note the following:

  • Custom-Engraved Items: Please allow 3–5 business days for our team to precision-engrave and quality-check your gear before it is dispatched.
  • Standard Items: Non-personalized items are typically processed and ready for dispatch within 1–2 business days.

2. Shipping Estimates

We ship our products worldwide. Once your order has been crafted and handed over to our carriers, the following delivery estimates apply:

  • New Zealand & Australia: 7–14 business days.
  • United States & Canada: 10–15 business days.
  • United Kingdom & Europe: 10–15 business days.
  • Rest of World: 15–20 business days.

Note: These are estimates only. While most packages arrive on the earlier side, high-demand seasons or customs processing may cause slight delays.

3. Tracking Your Order

Once your order is on its way, you will receive a Shipping Confirmation email containing your tracking number. Please allow 24–48 hours for the tracking information to update on the carrier's system.

4. Address & Detail Accuracy

Because we provide permanent custom engraving, it is vital that your Shipping Address and Engraving Details are 100% correct at the time of purchase.

  • We cannot redirect packages once they have been shipped.
  • If a package is returned to us due to an incorrect address provided by the customer, a re-shipping fee may apply.

5. Customs, Duties & Taxes

Paw and Frankie is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

6. Lost or Stolen Packages

Paw and Frankie is not liable for products lost or stolen after they have been confirmed as delivered by the carrier. If your order arrives damaged, please contact the shipping carrier to file a claim and keep all packaging materials for inspection.

Questions?

If you have any questions about your delivery or need an update on your order, please reach out to our team at:

Email: hello@pawandfrankie.com