Shipping Policy

Last updated: July 20, 2026

At Solace Paw, most of our products are individually created or personalized for each customer. Because of this, every order includes both a production period and a shipping period.

Please review the estimated production time shown on the relevant product page before placing your order.

Order Processing and Production

After your order is placed, you will receive an order confirmation email. This confirms that we have received your order, but it does not mean that your order has shipped.

Production times vary depending on the product:

• Custom pet figurines typically require approximately 1–3 weeks to create.

• Production times for other personalized products are displayed on their respective product pages.

• Ready-to-ship products, when available, are generally processed within 3–7 business days.

Production estimates begin after we have received all required customization details, including clear reference photos, engraving information, names, or other requested materials.

Missing, unclear, or incomplete customization information may delay production.

Please note that production times are estimates and may vary during periods of high order volume or around major holidays.

Estimated Shipping Time

Once your order has completed production and has been dispatched, estimated delivery usually takes approximately:

• United States: 7–10 business days

• Other destinations: Delivery times will be shown at checkout or may vary depending on the destination country

Production time and shipping time are separate. For example, a custom figurine requiring 1–3 weeks of production will be shipped only after the figurine has been completed.

Delivery estimates are not guaranteed. Customs inspections, severe weather, carrier disruptions, public holidays, or other circumstances outside our control may cause delays.

Shipping Destinations

We ship to the countries and regions available during checkout.

If your destination is not available at checkout, we are currently unable to ship to that location.

Orders are generally delivered through local postal services or third-party shipping carriers.

Tracking Your Order

Once your order has shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package.

Please allow 1–3 business days after dispatch for tracking information to become available or update in the carrier’s system.

Tracking information may not update continuously while a package is moving between international shipping facilities.

Orders Containing Multiple Items

If your order contains products with different production times, the items may be shipped separately.

When an order is divided into multiple shipments, you may receive more than one tracking number. You will not be charged additional shipping fees solely because we have divided your order into separate shipments.

Address Changes

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping address, contact us immediately at support@solacepaw.com.

We will try to update the address before shipment, but we cannot guarantee that changes can be made after production or fulfillment has begun.

Once an order has been dispatched, we may be unable to redirect it. Additional shipping charges may apply if a package is returned because of an incorrect or incomplete address provided by the customer.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

Unless otherwise stated during checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient.

Solace Paw does not control customs charges or customs-processing times.

Delayed Packages

If your tracking information has not updated for an extended period or your package has not arrived within the estimated delivery window, please contact us at support@solacepaw.com.

We will help review the tracking information and, when appropriate, contact the shipping carrier.

Please understand that carrier investigations may require additional processing time.

Packages Marked as Delivered

If the carrier marks your package as delivered but you cannot locate it, please:

1. Check around the delivery location, mailbox, building entrance, or other safe areas.

2. Ask household members, neighbors, building staff, or your local postal service.

3. Contact the shipping carrier using the tracking number provided.

4. Contact us at support@solacepaw.com if the package still cannot be located.

We will assist where reasonably possible, but Solace Paw cannot guarantee reimbursement or replacement for packages confirmed as delivered to the shipping address provided at checkout.

Lost or Damaged Packages

If your package appears to have been lost in transit, contact us at support@solacepaw.com with your order number and tracking information.

If your order arrives damaged, contact us within 7 days of delivery and provide:

• Your order number

• Clear photographs of the damaged product

• Photographs of the outer packaging

• Photographs of the shipping label

Please keep the product and all packaging until we have reviewed your claim.

Eligible damaged or lost orders may be replaced or otherwise resolved after review. Damage caused after delivery, improper handling, or normal wear is not considered shipping damage.

Returns and Exchanges

Shipping-related questions are handled under this Shipping Policy. Return, exchange, cancellation, and refund eligibility are governed by our separate Refund Policy.

Because many Solace Paw products are personalized and made specifically for each customer, they may not be eligible for return or exchange unless they arrive damaged, defective, or materially different from the confirmed order details.

Contact Us

For questions about shipping or delivery, contact us using the details below.

Company: Solace Paw Inc.
Brand: Solace Paw
Address:
6510 S Academy Blvd Ste A 642
Colorado Springs, CO 80906
United States
Email: support@solacepaw.com

Please include your order number so that we can assist you efficiently.