Shipping policy

CROSSPAW — SHIPPING POLICY

Last Updated: Aug 2026

Thank you for shopping with CrossPaw. We want your order to reach you and your dog as smoothly as possible. Below is everything you need to know about how and when we ship.

Order Processing

All orders are processed within [1–3] business days of being placed.

Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after 2:00 PM ET, on a weekend, or on a holiday will begin processing the next business day.

Processing time is separate from shipping time. Your total delivery estimate is processing time plus transit time.

During new collection launches, sale periods, and the holiday season, processing may take longer than usual. We will note any extended processing times on our website and will keep you updated by email.

You will receive a shipping confirmation email with tracking information as soon as your order leaves us. If you have not received tracking within 2 business days of ordering, please check your spam folder and then contact us.

Domestic Shipping (United States)

We currently ship to all 50 U.S. states, including Alaska and Hawaii, as well as APO/FPO military addresses.

Method	Estimated Transit Time	Cost
Standard Shipping	3–5 business days	$
Expedited Shipping	2–3 business days	$
Overnight	business day	$

Free standard shipping on all orders over $. The threshold is calculated on the order subtotal after any discounts are applied, and before tax and shipping.

Transit times are estimates provided by the carrier and begin the day your order is dispatched, not the day it is placed. They are not guaranteed.

Delivery to Alaska, Hawaii, Puerto Rico, and other U.S. territories may take longer than the estimates above. Overnight and expedited options may not be available for all addresses.

International Shipping

Not shipping internationally yet:
At this time, CrossPaw ships within the United States only. We are working on expanding, so please join our mailing list to be the first to know when we ship to your country.

Duties, taxes, and customs fees are the responsibility of the customer. These charges are set by your country's customs authority, are not included in your order total, and are not collected by CrossPaw. We have no control over these charges and cannot predict their amount. Please check with your local customs office before ordering.

If a package is refused at customs or returned to us due to unpaid duties, we will refund the order minus original shipping costs and any return charges we incur.

International delays caused by customs inspection are outside our control and are not grounds for a refund.

Shipping Carriers

We ship using [USPS, UPS, and/or FedEx]. The carrier is selected based on your address and chosen shipping method. We are not able to guarantee a specific carrier for a given order.

Address Accuracy

It is your responsibility to provide a complete and accurate shipping address at checkout. Please double-check your address, apartment or unit number, and ZIP code before completing your order.

We are not responsible for orders shipped to an incorrect or incomplete address supplied by the customer. If a package is returned to us as undeliverable, we will contact you and can reship it once you cover the additional shipping cost. If we do not hear from you within days, we will refund the order minus original and return shipping costs.

If you notice an error in your address, contact us immediately at the email below. We will do our best to correct it, but we cannot change an address once an order has been dispatched.

Tracking Your Order

A tracking number is emailed to you as soon as your order ships. Please allow up to 48 hours for tracking to display movement — carriers sometimes take time to scan packages into their system after collection.

If your tracking has not updated in more than 2 business days, please reach out and we will open an inquiry with the carrier.

Delays, Lost, and Stolen Packages

Once a package is handed to the carrier, it is in their possession and outside our direct control. CrossPaw is not responsible for delays caused by carriers, weather, natural disasters, customs authorities, strikes, or other circumstances beyond our reasonable control.

Delayed packages. If your order has not arrived within business days of the estimated delivery date, contact us and we will file a claim with the carrier on your behalf. Carriers typically require a waiting period before a package is officially considered lost.

Lost packages. If the carrier confirms a package as lost in transit, we will send a replacement at no cost to you, or issue a full refund if the item is no longer available.

Packages marked delivered but not received. If tracking shows delivery but you have not received your package, please first check with household members, neighbors, and your building's mail room, and look for a carrier notice. Carriers occasionally mark items delivered up to a day early.

If it still has not appeared after 48 hours, contact us. Please note that once a carrier confirms delivery to the address provided, CrossPaw is not liable for packages that are subsequently lost or stolen. We will assist you in filing a carrier claim, but we are unable to offer a refund or replacement in these cases.

We offer package protection at checkout through [Route/Corso/etc.]. We strongly recommend adding it, as it covers loss, theft, and damage in transit.

Damaged Packages

If your order arrives damaged, please contact us within 1 day of delivery with your order number and photographs of both the damaged item and the outer packaging. We will arrange a replacement or refund promptly.

Please retain all original packaging until the claim is resolved, as the carrier may require it.

Split Shipments

If your order contains multiple items, they may ship separately and arrive on different days at no extra cost to you. You will receive separate tracking for each shipment.

Order Changes and Cancellations

We work quickly to get orders out the door. If you need to change or cancel an order, contact us as soon as possible — we can usually help if the order has not yet been processed.

Once an order has been dispatched, it cannot be changed or cancelled and will need to be handled through our Refund Policy.