Shipping FAQ
A message about current events:
Due to the impact coronavirus, current delivery times are running considerably longer than usual on all orders. Stay well and thanks for choosing us.
How long will Order Processing take?
Orders will be processed immediately and may take up to 2 days for to quality assurance checks, customs and administrative assurance. This includes weekends and holidays. During the holidays, processing time may take longer than usual. You will receive an email confirming your purchase when your order is shipped out.
How long will it take for me to receive my item?
This refers to the time it takes for items to be shipped from our warehouse to the destination. Free Shipping orders usually takes about 4-21 days through USPS.
What is the shipping fee?
We do not charge shipping fee for all of our product.
Can I cancel my order(s)?
Yes it is possible but not guaranteed to be successful as we have received multiple fraudulent cancellations.
Cancellations must be made within 2 hours of order placement. Send us an email within 2 hours and let us know the reason why you wish to cancel your order.
We do not accept cancellation of orders outside the 2-hour window and/or the order has already been fulfilled. Any special request for cancellation after the 2-hour window will be determined on a case-by-case basis. Do note that there will be an administrative charge of around 25% for all refunds due to cancellations.
Will I receive a Tracking Number?
Yes, when your order is shipped out.
I placed an order but I did not receive an order confirmation email. What's going on?
Please ensure that you have entered the correct email address when you place an order. Kindly check your SPAM folder to see whether your confirmation email has been sent there. Do email our support team at support@pawroll.com if you did not receive a confirmation email.
May I make changes to my order or shipping address?
We usually process orders on the same day they are placed. Should you need to make any change to your order, please contact us at support@pawroll.com ASAP and we will do our best to accommodate the change request.
However, we are unable to make any promises. If your purchase has already been shipped out from our fulfillment centre, it will be too late for us to retrieve or amend the order. However, you may send the item to our return office and we will swap it for the correct item.
I have a question that is not answered in this FAQ. How do I contact you?
Please email us at support@pawroll.com and we'll respond as soon as we can. :)
Additional Dispatch & Delivery Information
Estimated time of delivery for metropolitan areas is usually faster than to rural or remote areas. Please note that delays to estimated shipping times may occur during peak holiday season. Once your order has been dispatched, we will send you email updates about its progress so you know when to expect it. If you live in a remote area, your parcel may be forwarded to a local courier service. This will appear on your tracking as a delivery event.
Do note also that on rare occasions custom agents may delay the delivery of some packages. We are unable to take responsibility should such a delay occur, as the release of the package is at the sole discretion of customs officials. If you have any issues, we recommend contacting your local customs office.
We are unable to guarantee exact delivery time as there may be circumstances that are beyond our control. Nevertheless, we will do everything it takes for you to be a happy customer. We do appreciate your business!
By purchasing from Paw Roll, you accept these terms and conditions.