Shipping policy
Grand Pawtel is currently taking pre-orders. Our last run sold out, and every order placed today reserves a unit from the incoming restock at the pre-order price. Please read the pre-order section below before you buy, it is the part that matters most right now.
Pre-Order: What Happens After You Buy
- You place your order and receive an order confirmation email straight away.
- Your unit is reserved from the incoming restock in the colour you chose.
- When the restock lands with us, your order is packed and dispatched.
- You receive a dispatch email with a tracking number the day it leaves us.
Expected dispatch: within 1 to 2 weeks of your order. This is our honest estimate for the restock, not a guaranteed date. If anything moves, we email every affected customer before they have to ask, and you can cancel for a full refund at any point before dispatch.
Shipping Cost
Shipping is free, worldwide, on every order. There is no shipping charge at checkout and no minimum spend.
Delivery Times
Once your order has been dispatched, typical delivery times are:
- United States: 7 to 12 business days
- Canada, United Kingdom, Europe, Australia and New Zealand: 8 to 15 business days
- Rest of world: 10 to 20 business days
These are estimates from the day of dispatch, not from the day of order. Carrier delays, customs inspections, public holidays and peak periods can extend them, and those are outside our control.
Tracking
Every order ships with tracking. Your tracking number is emailed to you the day your parcel is dispatched. It can take 24 to 72 hours for the carrier's website to show the first scan, this is normal and does not mean anything is wrong.
If your tracking has not updated in more than 7 business days, email shopgrandpawtel@outlook.com with your order number and we will chase the carrier for you.
Where We Ship
We ship worldwide. If checkout will not accept your address, email us and we will sort it out manually.
Customs, Duties and Taxes
Prices shown at checkout include tax where applicable. Some countries charge import duties or handling fees on arrival, which are set by your own government and are the responsibility of the recipient. We cannot calculate or refund these.
Wrong or Incomplete Address
Please check your shipping address carefully before you order. If your order has not shipped yet, email us and we will change it free of charge. If a parcel is returned to us because the address was incorrect or unclaimed, we will resend it once you confirm a corrected address, or refund the item price.
Lost, Stolen or Damaged Parcels
If tracking shows delivered and the parcel is not with you, check with your household and neighbours first, then email us, we will open a carrier investigation on your behalf.
If your parcel arrives damaged, email shopgrandpawtel@outlook.com within 30 days of delivery with photos, and we will send a free replacement.
Shipping Protection, if added at checkout, covers loss, theft and transit damage and lets us replace or refund without waiting on a carrier investigation.
Split Shipments
Orders with more than one item may arrive in more than one parcel, with separate tracking numbers. This is normal and you are never charged extra for it.
Contact
Grand Pawtel, shopgrandpawtel@outlook.com. We answer every email within 24 hours, seven days a week.