Shipping policy

SHIPPING POLICY

Thanks for shopping with ChillPaws! Here's everything you need to know about how and when your order will arrive.

ORDER PROCESSING
All orders are processed within 1–3 business days (Monday to Friday, excluding holidays) after your order is placed. You'll get a confirmation email with a tracking number as soon as your order ships. During sales or peak periods, processing may take an extra day or two, and we appreciate your patience.

SHIPPING RATES
- FREE standard shipping on all orders over $40.
- Orders under $40: a flat rate of $4.95.
Your exact shipping cost is always shown at checkout before you pay.

ESTIMATED DELIVERY TIME
Once shipped, orders typically arrive within 7–15 business days. Combined with processing, most orders are delivered within about 2 to 3 weeks of being placed.

Delivery times are estimates, not guarantees. Occasionally, factors outside our control (carrier delays, weather, customs, or high-volume periods) can extend delivery. If your order is taking longer than expected, reach out and we'll help track it down.

ORDER TRACKING
You'll receive a tracking number by email once your order ships. It can take 2–5 business days for tracking to start updating after you receive it. If you haven't received tracking within 5 business days of ordering, email us at support@chillpaws.com.

WHERE WE SHIP
We currently ship within the United States. If you don't see your location at checkout, contact us before ordering.

WRONG OR INCOMPLETE ADDRESS
Please double-check your shipping address at checkout. We can't reroute a package once it has shipped and can't be responsible for orders sent to an incorrect or incomplete address. If you spot a mistake, email us right away at support@chillpaws.com and we'll do our best to fix it before the order ships.

LOST, STUCK, OR DELAYED PACKAGES
If your tracking hasn't updated in 7 or more business days, or your package appears lost, contact us and we'll investigate with the carrier. We'll work with you to make it right, including a replacement or refund where appropriate.

DAMAGED ITEMS
If your order arrives damaged, email us within 7 days of delivery with a photo and your order number, and we'll sort it out.

QUESTIONS?
Email us anytime at support@chillpaws.com and we'll respond within 24–48 hours. We're a small team that genuinely cares about keeping your pets cool and comfortable.