SHIPPING & RETURNS POLICY

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SHIPPING & RETURNS POLICY
Paw Guardian by PZ LABS LLC
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Effective Date: July 22, 2026
Last Updated: July 22, 2026

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SHIPPING & DELIVERY

Order Processing

All orders are processed within 1 to 3 business days after receiving your order confirmation email. Orders placed on weekends or public holidays will be processed on the next business day.

Once an order is placed and confirmed, it cannot be cancelled except as required by applicable law or at our sole discretion.

Shipping Destinations & Delivery Times

We ship to the following countries with free shipping and no minimum order requirement:

UNITED STATES (US)
Delivery time: 5 to 12 business days after processing

CANADA (CA)
Delivery time: 5 to 12 business days after processing

UNITED KINGDOM (GB)
Delivery time: 5 to 12 business days after processing

AUSTRALIA (AU)
Delivery time: 5 to 12 business days after processing

NEW ZEALAND (NZ)
Delivery time: 5 to 12 business days after processing

Delivery times are estimates from the date of shipment and are not guaranteed. Delays may occur due to weather conditions, high order volumes, customs processing, or circumstances beyond our control.

Shipping Carriers

Orders are shipped via trusted international carriers depending on the destination, including but not limited to USPS, Canada Post, Royal Mail, DHL, and local delivery partners.

Order Tracking

Once your order has been shipped, you will receive a confirmation email with a tracking number. Please allow up to 48 hours after receiving this email for tracking information to become available.

You can track your order directly on our tracking page:
https://paw-guardian.com/apps/track123

Customs, Duties & Import Taxes

For international deliveries, customs duties, taxes, or import fees may be applied by local authorities. These charges are the customer's responsibility and are not included in our prices.

Paw Guardian is not responsible for any delays caused by customs procedures or local regulations.

Incorrect Address or Failed Delivery

We are not responsible for non-delivery due to an incorrect or incomplete shipping address provided at the time of order. If a package is returned to us for this reason, we will contact you to arrange redelivery. Any additional shipping costs will be at your expense.

Lost or Delayed Packages

If your package is significantly delayed or appears to be lost, please contact us within 30 days of your order date:

Email: hello@paw-guardian.com

We will do our best to investigate and resolve the issue as quickly as possible. Response time: within 24 hours.

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RETURNS & REFUNDS

Our 90-Day Satisfaction Guarantee or Your Money Back

At Paw Guardian, customer satisfaction is our top priority. We offer a 90-day "Satisfaction Guaranteed or Your Money Back" policy from the date of delivery. If you are not satisfied with your purchase, we will refund your money under the conditions outlined below.

ELIGIBILITY FOR REFUND

You are eligible for a refund if:

• The product has not been opened — meaning the original plastic seal around the bottle is fully intact
• The product is in its original packaging with all accessories in perfect condition
• The product has not been used
• The refund request is made within 90 calendar days of delivery (as confirmed by the shipping carrier)

We do not accept returns or refunds for products that have been opened, even if only the outer plastic seal has been removed.

RETURN AUTHORIZATION REQUIRED

All returns must be authorized in advance. Returns sent without prior approval may be rejected and not eligible for a refund.

HOW TO REQUEST A RETURN

To initiate a return:

1. Contact our customer support team via email at hello@paw-guardian.com
2. Include your order number, reason for return, and proof of delivery if available
3. Wait for approval — we will respond within 24 hours
4. Once approved, we will provide you with return instructions and the return address

RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong item sent, etc.) or a product defect.

REFUND PROCESSING

Once we receive your return:
1. We will inspect the package to verify it meets all return conditions
2. If approved, we will process your refund to your original payment method within 2 to 7 business days
3. Please note: depending on your bank, it may take an additional 1 to 5 business days for the transaction to appear on your statement

DAMAGED PRODUCTS DURING DELIVERY

If your package appears to be damaged upon delivery, we recommend refusing the parcel. It will automatically be returned to us, and a full refund will be issued upon receipt.

If you accept a damaged package, a claim must be submitted within 3 calendar days of delivery. Your claim must include the following documentation:

• Photo of the outer packaging
• Photo of the opened box showing internal protection
• Photo of the shipping label
• Photo(s) of the damage(s)
• Photo of the product list
• Photo of the packing slip

We will file a claim with the shipping carrier. The carrier has 20 days to process the claim. After this period, a full refund will be issued via your original payment method.

RETURNED PACKAGES (UNDELIVERABLE)

If a parcel is returned to us by the carrier due to an incorrect or incomplete address, a refund will be issued once the item is received at our warehouse.

Customers are responsible for re-shipping costs if redelivery is requested.

ORDER CHANGES AFTER SHIPMENT

Once your order has been shipped, no changes or corrections can be made as it is already in the logistics process.

Refunds or returns due to customer error (wrong item selected, wrong address provided, etc.) are not accepted, unless the issue was reported and confirmed before the order was shipped.

FINAL SALE ITEMS

Only regularly priced items are eligible for refunds. Discounted or sale items are considered final sale unless otherwise stated.

SUBSCRIPTIONS & RETURNS

If you are a subscriber and wish to return a product AND cancel your subscription, you may do so. Please indicate both requests in your return email to hello@paw-guardian.com.

Subscription cancellation is effective immediately. Any product returns will be processed according to our standard return procedure above.

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For any questions regarding shipping, tracking, or returns:

Email: hello@paw-guardian.com
Contact Page: https://paw-guardian.com/pages/contact

Response Time: We aim to respond to all inquiries within 24 hours.

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END OF SHIPPING & RETURNS POLICY

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