Shipping policy

Firmpaw Shipping Policy

At Firmpaw, we know how excited you (and your pup!) are to receive your order, so we’re committed to fast, reliable, and transparent shipping—no surprises.

Shipping Methods

We ship using trusted carriers to ensure your order arrives safely and on time. You’ll have access to both standard and expedited delivery options at checkout.

Shipping rates are calculated dynamically based on your location and selected shipping method. Additional fees may apply for remote or hard-to-reach delivery zones.

Handling Time

We aim to process and ship all in-stock orders within 1 business day.

During peak seasons, holidays, or rare supply chain delays, handling may take up to 3–5 business days. We’ll notify you by email if there are any unusual delays—make sure to check your inbox (and spam folder).

International Shipping & Import Fees

Yes, we ship internationally!
And the best part? We cover all import taxes, customs duties, and fees. That means no hidden costs or surprise charges when your order arrives.

The price you see at checkout is the final price you pay.

Shipping Costs

Shipping fees are calculated at checkout based on:

  • Destination country

  • Selected shipping speed

  • Total order weight/size

You'll be able to review all available options and prices before finalizing your order. Free shipping may be available during promotions or on qualifying orders—keep an eye out!

Estimated Delivery Times

Delivery times vary depending on location and selected shipping method:

  • North America (US & Canada)
    Standard: 5–8 business days
    Expedited: 2–4 business days

  • International
    Standard: 7–15 business days
    Expedited: 3–7 business days

Note: Carrier delays, customs processing, weather, and local holidays can affect timelines, but we’ll always keep you updated.

Tracking Your Order

Once your order ships, you’ll receive an email with a tracking number so you can follow it in real-time.
Didn’t receive tracking within a few days? Reach out to us at contact@firmpaw.com and we’ll help you out.

 

📬 Delivery Issues

If your package is delayed, shows delivered but isn’t there, or arrives damaged, contact us immediately. We’ll work with the carrier to resolve the issue as quickly as possible.

While external delays (customs, weather, etc.) are beyond our control, we’ll always do our best to help.

Lost or Returned Packages

If a package is undeliverable due to an incorrect address or refusal at delivery and is returned to us, we will refund your order minus:

  • Outbound shipping costs

  • Return shipping charges (if applicable)

  • A 15% restocking fee

To avoid this, please double-check your address before placing your order.

Preorders

For preorder items, we’ll clearly state the estimated ship date at checkout. You’ll receive updates if anything changes and tracking once your item ships.

Shipping Notifications

We send all order and shipping updates via email. Please whitelist contact@firmpaw.com to avoid missing important information.

 

Questions?

If you need help with your order, tracking, or shipping questions, don’t hesitate to contact our friendly support team at contact@firmpaw.com. We’re here to help—because your dog deserves the best.