Shipping & Delivery Policy

Shipping & Delivery Policy

Thank you for shopping with BetterPaw.

We work with fulfillment providers and shipping carriers to deliver dog supplies and Dog Life Solutions products to customers in the United States and other supported destinations.

This Shipping & Delivery Policy explains our general order processing, shipping, tracking, delivery, and delay procedures.

Please note that shipping availability and delivery times may vary depending on the product, destination, fulfillment location, carrier, customs processing, and other circumstances.

1. Order Processing Time

Orders are generally processed within 1–3 business days, Monday through Friday, excluding applicable public holidays.

After placing an order, customers will generally receive:

  • An order confirmation email

  • A shipping confirmation email when tracking information becomes available

During periods of high demand, holidays, supplier delays, or other exceptional circumstances, processing may take longer.

Some products may require up to 5 business days of processing before shipment.

Processing time is separate from estimated shipping and delivery time.

2. Shipping Charges

Applicable shipping charges will be displayed during checkout before the customer completes the order.

Shipping charges may vary depending on:

  • Product

  • Order value

  • Destination

  • Package size or weight

  • Fulfillment location

  • Shipping method

  • Promotional offers

Customers will have the opportunity to review applicable shipping charges before submitting payment.

Where an order is cancelled by BetterPaw because we cannot fulfill it, any shipping charges paid for the cancelled order or affected items will be refunded as applicable.

3. Estimated Delivery Times

Our general estimated delivery times after shipment are:

United States:
Approximately 5–10 business days

International Destinations:
Approximately 10–20 business days

These timeframes are estimates and are not guaranteed unless a specific guaranteed shipping service is expressly stated at checkout.

Actual delivery times may vary depending on circumstances including:

  • Carrier delays

  • Customs clearance

  • Destination

  • Local postal operations

  • Weather conditions

  • Seasonal shipping volume

  • Supplier or fulfillment delays

  • Public holidays

  • Transportation disruptions

  • Events outside our reasonable control

4. Shipping Time Commitments and Delays

BetterPaw makes reasonable efforts to ship orders within the timeframe stated on our website, checkout page, product page, or order confirmation.

If we become aware that an order cannot be shipped within an applicable promised timeframe, we may contact the customer with:

  • Information regarding the delay

  • A revised estimated shipping date where available

  • The option to accept the delay, or

  • The option to cancel the affected order and receive a refund where required or applicable

For orders subject to United States consumer protection requirements, BetterPaw will follow applicable shipping-delay and refund requirements.

If BetterPaw determines that an order cannot be fulfilled, the affected order or item will be cancelled and the customer will receive a full refund of the amount paid for the unfulfilled order or item, including applicable shipping charges attributable to it.

Customers will not be required to accept store credit instead of a refund for an order BetterPaw is unable to fulfill.

5. Out-of-Stock Products and Inventory Errors

We make reasonable efforts to keep product availability accurate.

However, because BetterPaw may offer a large number of products and may rely on third-party suppliers or fulfillment partners, inventory information can occasionally change or become inaccurate.

An ordered product may become unavailable because of:

  • Unexpected demand

  • Supplier inventory changes

  • Inventory synchronization errors

  • Fulfillment system errors

  • Discontinued products

  • Other availability issues

If a product becomes unavailable and we cannot reasonably fulfill the order, we may cancel the affected item or order.

In that situation, all amounts paid for the cancelled item or order will be refunded in full to the original payment method.

If only one item in a multi-item order is unavailable, we may refund the unavailable item while continuing to fulfill the remaining items.

6. Pricing, Listing, and Technical Errors

We make reasonable efforts to ensure that product prices, descriptions, availability, and other information are accurate.

However, genuine errors may occasionally occur, including:

  • Incorrect prices

  • Incorrect discounts

  • Typographical errors

  • Product listing errors

  • Inventory errors

  • Technical or software errors

  • Supplier data errors

If a material error prevents us from reasonably fulfilling an order, BetterPaw may cancel the affected item or order to the extent permitted by applicable law.

If payment has already been collected, the full amount paid for the cancelled item or order will be refunded to the original payment method, including applicable shipping charges attributable to the cancelled item or order.

7. Tracking Information

Tracking information will generally be provided for shipped orders when tracking is available from the applicable carrier.

Once tracking information becomes available, customers will normally receive it by email.

Please note that tracking information may not update immediately.

Depending on the carrier, fulfillment provider, and shipping route, tracking updates may take several days to appear after shipment.

A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.

8. Shipping Carriers

BetterPaw may use a variety of postal services, logistics providers, and local or international carriers.

The carrier used for an order may depend on:

  • Destination

  • Product

  • Fulfillment location

  • Package dimensions

  • Package weight

  • Available shipping services

We do not guarantee that any particular carrier will be used unless specifically stated during checkout.

Final delivery may sometimes be completed by a local postal service or last-mile delivery provider that differs from the original shipping carrier.

9. Split Shipments

Orders containing multiple products may be shipped in more than one package.

This may occur when:

  • Products are stored at different fulfillment locations

  • Different suppliers fulfill different items

  • Products become ready for shipment at different times

Customers may therefore receive:

  • Multiple packages

  • Multiple tracking numbers

  • Packages arriving on different days

Customers will not ordinarily be charged additional shipping fees solely because BetterPaw chooses to divide an order into multiple shipments after checkout.

10. Order Changes and Address Corrections

Please review your shipping address carefully before placing an order.

If you discover an error after ordering, contact us as soon as possible at:

faserkamon1@gmail.com

Please include your order number and the correct shipping information.

We will make reasonable efforts to update the address before fulfillment begins.

However, once an order has entered processing, fulfillment, or shipment, we cannot guarantee that the address can be changed.

BetterPaw is not responsible for delays or additional costs resulting from incorrect or incomplete information provided by the customer, except to the extent otherwise required by applicable law.

11. Incorrect or Incomplete Addresses

Customers are responsible for providing an accurate and deliverable shipping address.

If a package is returned because of:

  • An incorrect address

  • An incomplete address

  • An undeliverable address

  • Failure to collect the shipment

  • Refused delivery

we may offer, depending on the circumstances:

  • Reshipment, which may require an additional shipping charge, or

  • An eligible refund after deducting non-refundable shipping or carrier costs, to the extent permitted by applicable law

Please contact us if a package is returned so we can review the available options.

12. Lost or Delayed Packages

If your package appears delayed or missing, please first review the tracking information.

Where appropriate, customers may also contact the applicable carrier for additional delivery information.

If the issue cannot be resolved, please contact BetterPaw at:

faserkamon1@gmail.com

Please provide:

  • Your order number

  • Tracking number

  • Shipping address

  • Description of the issue

We will make reasonable efforts to assist in investigating the shipment with the carrier or fulfillment provider.

Available remedies will depend on the circumstances, carrier investigation, shipping records, and applicable consumer law.

13. Packages Marked as Delivered but Not Received

If tracking shows a package as delivered but you cannot locate it, please:

  1. Check around the delivery location.

  2. Ask household members or neighbors where appropriate.

  3. Check with reception, front desk, building management, or other secure delivery areas.

  4. Contact the applicable carrier.

  5. Contact BetterPaw if the package remains missing.

BetterPaw will make reasonable efforts to assist with the investigation.

A carrier's delivery scan will be considered relevant evidence of delivery, but claims will be reviewed based on the available circumstances and applicable law.

We do not automatically deny a claim solely because tracking displays “Delivered.”

14. Damaged Packages

If a package or product arrives visibly damaged, please contact us as soon as reasonably possible.

For quicker assistance, we recommend contacting us within 7 days of delivery.

Please provide:

  • Order number

  • Photos of the product

  • Photos of the shipping packaging

  • Description of the damage

Please retain the original packaging while the issue is being reviewed.

Depending on the circumstances, BetterPaw may provide an appropriate remedy under our Return & Refund Policy.

15. International Shipping

BetterPaw may ship to supported international destinations.

Availability may depend on:

  • Destination country

  • Product type

  • Carrier availability

  • Supplier restrictions

  • Customs regulations

  • Applicable law

Some products may not be available for shipment to certain countries or regions.

If we determine after purchase that an item cannot legally or practically be shipped to the customer's destination, we may cancel the affected item and provide a full refund for that item.

16. Customs, Duties, and Taxes

International orders may be subject to:

  • Import duties

  • Customs charges

  • Local taxes

  • Brokerage fees

  • Government processing charges

Unless expressly stated during checkout, these charges are generally not included in the product price or shipping charge collected by BetterPaw.

Such charges may be assessed by the destination country's government, customs authority, postal service, or carrier.

Customers are generally responsible for applicable import charges, except where applicable law requires otherwise.

BetterPaw does not control customs processing or customs-related delays.

17. Customs Delays

International shipments may be delayed while undergoing customs inspection or clearance.

Customs procedures vary by country and may affect delivery time.

Estimated international delivery times should therefore be considered estimates rather than guaranteed arrival dates.

We cannot guarantee how quickly customs authorities will process a shipment.

18. Refused International Shipments

If an international package is refused or not collected and is returned to the sender, any refund eligibility will be determined after the circumstances of the return are reviewed.

Shipping costs, return shipping charges, customs charges, duties, or carrier fees may be deducted from an eligible refund where permitted by applicable law and where the issue was not caused by BetterPaw.

19. Orders We Cannot Fulfill

BetterPaw may occasionally be unable to fulfill an order for reasons including:

  • Product out of stock

  • Supplier discontinuation

  • Inventory errors

  • Pricing errors

  • Technical errors

  • Fulfillment restrictions

  • Shipping restrictions

  • Product availability changes

  • Legal or regulatory restrictions

If BetterPaw cancels an order because we cannot fulfill it, the customer will receive a full refund of all amounts paid for the cancelled order or affected item.

This includes applicable shipping charges paid specifically for the cancelled item or order.

The refund will generally be returned to the original payment method.

Customers will not be required to accept:

  • Store credit

  • Gift cards

  • Substitute products

instead of a refund for an order cancelled by BetterPaw.

20. Delivery Estimates Are Not Guarantees

Unless we expressly identify a particular shipping service as guaranteed, delivery dates displayed on BetterPaw are estimates.

Estimated delivery dates may change because of factors outside our reasonable control.

However, this provision does not remove or limit any rights customers may have under applicable consumer protection law regarding shipment delays, cancellations, or refunds.

21. Relationship to Our Return & Refund Policy

Shipping-related returns, refunds, damaged products, defective products, incorrect products, and cancellations may also be governed by our Return & Refund Policy.

Where both policies apply, they should be read together.

Nothing in this Shipping & Delivery Policy is intended to remove mandatory consumer rights available under applicable law.

22. Contact Information

For shipping or delivery questions, please contact:

Store Name: BetterPaw

Website: https://BetterPaw.us

Email: faserkamon1@gmail.com

Phone: +1 (978) 643-4737

Business Address:
Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

Customer Service Hours:
Monday – Friday
10:00 AM – 6:00 PM
Hong Kong Time (HKT / UTC+8)

We aim to respond to most customer inquiries within 1–2 business days, excluding weekends and public holidays.

23. Policy Updates

BetterPaw may update this Shipping & Delivery Policy when necessary to reflect changes in shipping services, fulfillment procedures, business operations, or applicable requirements.

The policy applicable to an order will generally be the version in effect at the time the order was placed, subject to applicable law.

Thank you for shopping with BetterPaw.