Shipping policy
Where We Ship
Pawterre currently ships to the following regions:
Europe
- European Union (all 27 member states)
- United Kingdom
- Switzerland
- Norway
South America
- Brazil
- Chile
- Colombia
- Peru
- Argentina
- Uruguay
Don't see your country? Contact us at support@pawterre.com — we're expanding our shipping network and may be able to accommodate your location.
Order Processing Time
| Order Type | Processing Time |
| In-stock items | 1-3 business days |
| Pre-order items | 5-10 business days |
| Custom/personalized items | 7-14 business days |
Orders are processed Monday through Friday, excluding holidays. Orders placed on weekends or holidays will be processed the next business day.
You'll receive a confirmation email with tracking information as soon as your order ships.
Shipping Methods & Estimated Delivery Times
To Europe
| Shipping Method | Estimated Delivery | Cost |
| Standard Shipping | 10-20 business days | Calculated at checkout |
| Express Shipping | 5-10 business days | Calculated at checkout |
To South America
| Shipping Method | Estimated Delivery | Cost |
| Standard Shipping | 20-35 business days | Calculated at checkout |
| Express Shipping | 10-20 business days | Calculated at checkout |
Note: Delivery times are estimates and begin after your order has been processed and shipped. Actual delivery times may vary due to customs processing, local holidays, or remote locations.
Shipping Costs
Shipping costs are calculated at checkout based on:
- Destination country
- Package weight and dimensions
- Selected shipping method
We offer free standard shipping on orders over $79 / €69 (Europe) / R$250 (Brazil). This threshold is automatically applied at checkout.
Customs, Duties & Taxes
Europe:
- Orders under €150: VAT is collected at checkout via IOSS (Import One-Stop Shop). No additional customs fees upon delivery.
- Orders €150 and above: VAT and any applicable customs duties may be charged by the carrier upon delivery.
United Kingdom:
- Orders under £135: VAT is collected at checkout. No additional fees upon delivery.
- Orders £135 and above: VAT and customs duties may apply upon delivery.
South America:
- Brazil: Import duties and taxes may apply. Orders above $50 USD are subject to a 60% import tax plus 17% ICMS (state tax), collected at delivery or by the carrier.
- Other LATAM countries: Import duties vary by country. Please check your local customs regulations for applicable fees.
Pawterre is not responsible for customs delays or additional fees imposed by your country's customs authority. These charges are the responsibility of the recipient.
Order Tracking
Once your order ships, you'll receive an email with a tracking number and a link to track your package. You can also track your order anytime at Track My Order.
If you haven't received tracking information within 5 business days of placing your order, please contact us at support@pawterre.com.
Shipping to Multiple Addresses
Currently, each order can only be shipped to one address. If you need to send items to multiple addresses, please place separate orders.
Undeliverable Packages
If a package is returned to us due to:
- Incorrect or incomplete shipping address
- Failed delivery attempts (recipient not available)
- Refused by recipient
We will contact you to arrange re-shipping. Additional shipping fees may apply. If you choose not to re-ship, a refund will be issued minus the original shipping cost.
Lost or Delayed Packages
If your package is delayed beyond the estimated delivery time:
- Check your tracking number first
- Contact the carrier directly for the most up-to-date status
- If the carrier cannot resolve the issue, contact us at support@pawterre.com
For packages lost in transit (no tracking updates for 30+ days), we will work with the carrier to file a claim and either reship your order or issue a full refund.
Change of Shipping Address
If you need to change your shipping address after placing an order, please contact us immediately at support@pawterre.com. We can only update the address before the order has been shipped.
Questions?
Email us at support@pawterre.com — we're happy to help!