Shipping Policy

1. Overview

This Shipping Policy outlines our shipping rules and procedures for all orders placed on tru-paws.com. Please read it before placing an order.

This Shipping Policy is valid for shipments within the United States of America. All products are assembled and shipped from the USA.

2. Shipping rates

3. Delivery timeframes

3.1 Processing and transit times

3.2 Order cut-off time

Orders must be placed by 5:00 PM EST to be processed the same business day. Orders placed after this time will be processed the next business day.

3.3 Subscription refill shipments

Subscription refill orders ship automatically every 28 days. The same processing and transit timeframes above apply to refill shipments. You will receive a shipping confirmation email with tracking information each time a refill ships.

3.4 Important delivery notes

All delivery dates are estimates only and not guaranteed. Delivery windows may be extended during peak shopping seasons, national holidays, weekends, adverse weather conditions, or carrier delays beyond our control.

4. Shipping methods & carriers

We use standard shipping to deliver all products within the United States. Once orders are processed and packaged, they are handed over to our trusted shipping partners:

• USPS (United States Postal Service)
• UPS (United Parcel Service)
• DHL
• FedEx

The specific carrier used for your order will be determined based on your location and product specifications to ensure optimal delivery.

5. Order tracking

5.1 Tracking information

Once your order ships, you will receive an email confirmation containing your unique tracking number, a direct tracking link, estimated delivery date, and carrier information.

5.2 How to track your order

You can track your order by clicking the tracking link in your shipping confirmation email, or by copying the tracking number and entering it on your assigned carrier's website (USPS, UPS, DHL, or FedEx) for real-time updates.

5.3 Tracking updates

Tracking information is typically updated within 24–48 hours after your order ships. You can check your tracking at any time to see current package location, delivery progress, expected delivery date, and delivery status.

6. Delivery issues

6.1 Missing items

If your package appears to be missing any items, please contact us immediately. When reaching out, provide your order number, item name, description of the missing item(s), and photos of the items you received if applicable.

6.2 Incorrect items received

If you receive an incorrect item, email us at help@tru-paws.com with your order number, clear photos of the incorrect item, and a description of what you ordered versus what you received. We will arrange for the incorrect item to be returned at no cost to you and ship the correct item immediately.

6.3 Damaged items

If your items arrive damaged, take clear photos of the damaged item(s) and packaging and contact us within 48 hours of delivery at help@tru-paws.com or (855) 497-0476. Provide your order number and photos, and we will arrange for a replacement or refund as appropriate.

6.4 Lost or stolen packages

If tracking shows your package as delivered but you have not received it, check with neighbors, building management, or household members, verify the delivery address on your order confirmation, and contact the carrier directly using your tracking number. If the issue is not resolved, contact us at help@tru-paws.com or (855) 497-0476 and we will work with you and the carrier to locate your package or arrange a replacement.

7. Address changes

7.1 Before shipment

If you need to update the delivery address, contact us within 24 hours of placing your order at help@tru-paws.com. Include your order number, original shipping address, and new shipping address.

7.2 After shipment

We cannot modify the delivery address once the order is in transit. If your order has already shipped, you may contact the carrier directly using your tracking number to request an address change (additional fees may apply), or refuse delivery and have the package returned to us for reshipment (additional shipping fees may apply).

8. Undeliverable packages

If a package is returned to us as undeliverable due to an incorrect or incomplete address, refused delivery, multiple failed delivery attempts, or no access to the delivery location, we will contact you to arrange reshipment. You may be responsible for additional shipping costs for redelivery.

Packages that are not claimed within the carrier's holding period will be returned to us. Please monitor your tracking information and respond to any delivery notifications from the carrier.

9. Shipping coverage

We currently ship to all 50 U.S. states, Washington D.C., P.O. Boxes, and APO/FPO/DPO military addresses. Delivery times to P.O. Boxes and military addresses may be extended beyond our standard estimates.

We do not currently ship internationally. If you are outside the United States, we are unable to fulfill your order at this time.

10. Contact us

For any questions or issues regarding shipping, please contact us: