Shipping policy

Shipping takes approximately 14 business days, please ensure when following up about the whereabouts of your parcel you have allowed enough time for it to reach you!

Current Shipping Updates:  All of our orders are sent with tracking numbers however some parcels are not being scanned at check points by shipping carriers which is making tracking parcels extremely difficult. In some instances your parcel may arrive before the tracking number is uploaded to the shipping company website or the tracking number may take longer than expected to appear in the tracking system. The tracking system may say 'This number can't be found at this moment. It's not available in the carrier's system yet. Please check back later.'

We are doing everything we can to communicate our frustrations to our shipping partners but again this is a widespread issue across the industry and is not just impacting Paw Lane. We endeavour to have your gorgeous creations delivered as soon as possible. 

If you have any concerns regarding your parcel, reach out to our support team and as always, we will be happy to assist.

 Is shipping FREE?

Shipping is totally FREE. We want you to be able to get your products and not have to think about extra shipping costs, that's why we cover the cost of shipping for all of our products.

Where do you ship?

Australia, New Zealand, United Kingdom, Canada and America.

When will my order be shipped?

We work super hard to ship most orders out within 3-5 business days. Once your order has been shipped you'll receive a tracking number via email so you can stalk it as much as you like as it makes it's way to you! Ensure you add the processing time on to the standard shipping times - 14 business days shipping plus processing.

Our personalised pet food mats take longer to process and are shipped in approximately 14-18 days from the date of ordering. This is due to the hand made nature of these products and the current volume our team is producing.

When will I receive my order?

Orders are shipped out Monday to Friday directly from our domestic and international warehouses and we do everything we can to get your order to you as fast as possible! Please allow approximately 14 business days for your order to arrive due to distance and customs clearance.

Holiday periods can add additional shipping time due to carrier volume.

Why have items in my order shipped separately?

Depending on which of our dispatch centres your products are being shipped from, they may travel in separate packages. Rest assured, all packages will have tracking numbers which will be emailed to you as soon as they start their journey.

What happens if my order gets stuck or lost in the mail?

All of our orders are sent with tracking numbers. If an order gets stuck at customs, sent back or even lost during the delivery process, we're sorry! Shipping movements are out of our control. However, in cases like this please reach out to our support team and we will do our very best to get everything straightened out for you.

Duties & Customs

Customs duties or import taxes (if payable once the package arrives in the destination country) are the responsibility of the customer and not Paw Lane. Reach out to your local customs office to confirm your country's laws and regulations.