Shipping Policy

This Shipping Policy applies to all orders placed on imagipaws.com (“we”, “us”, “our”).

By placing an order on our website, you agree to the terms outlined below.

1. Order Processing Time

  • All orders are processed within 1–3 business days after your payment is successfully received.
  • Business days are Monday to Friday, excluding public holidays, based on GMT+8 (China Standard Time).
  • Orders placed on weekends or public holidays will be processed starting from the next business day.

Please note that order processing time is separate from shipping (transit) time.
Your total delivery time = processing time (1–3 business days) + shipping time (see table below).

2. Shipping Destinations

We currently ship to the following countries:

  • United States (mainland / contiguous U.S. only)
  • Canada
  • United Kingdom
  • Australia

Shipping is not available to the following locations:

  • United States territories and remote regions, including but not limited to:

    • Puerto Rico
    • Northern Mariana Islands
    • Guam
    • American Samoa
    • U.S. Virgin Islands
    • Alaska
    • Hawaii

If you enter a shipping address outside of our serviceable areas, we may contact you to adjust the address or cancel and refund your order.

3. Shipping Methods, Costs & Delivery Estimates

At this time, we offer Standard Shipping only.

All eligible orders to the destinations listed above are shipped with:

  • Shipping Cost: Free Standard Shipping

  • Tracking: Most orders include a tracking number, which will be sent to you by email once your order ships.

Estimated shipping (transit) times are as follows:

Destination Shipping Method Cost Estimated Shipping Time*
United States (contiguous) Standard Shipping Free 10–20 business days
Canada Standard Shipping Free 10–20 business days
United Kingdom Standard Shipping Free 8–18 business days
Australia Standard Shipping Free 8–18 business days

*The Estimated Shipping Time above refers to the transit time after the order has been processed and shipped. It does not include the 1–3 business day processing time.

Your total estimated delivery window will therefore be approximately:

  • United States / Canada: 1–3 business days (processing) + 10–20 business days (shipping)
  • United Kingdom / Australia: 1–3 business days (processing) + 8–18 business days (shipping)

These time frames are estimates only and may vary due to factors outside our control (e.g., customs inspections, carrier delays, holidays, severe weather).

We currently do not offer expedited or express shipping options.

4. Order Tracking

  • Once your order has been shipped, we will send you a shipping confirmation email with your tracking number (if available) and a link to track your package.
  • It may take 1–3 business days after shipment for tracking information to update in the carrier’s system.

If you have not received a shipping confirmation email after the normal processing time, please contact us at hello@imagipaws.com.

5. Taxes, Duties & Customs Fees

For orders shipped to the United States, United Kingdom, Canada and Australia:

  • Any applicable sales taxes, VAT/GST and import duties that we are able to prepay are included in the total price shown at checkout for eligible destinations.
  • We do not charge additional taxes or duties beyond what is clearly displayed in your order summary before you pay.
  • Under normal circumstances, you should not be charged additional taxes or import duties upon delivery by the carrier or customs authorities.

Please note that in rare cases, local postal or courier services may charge separate administrative or handling fees that are outside of our control. If you believe you have been incorrectly charged extra taxes or duties, please contact us at hello@imagipaws.com with supporting documentation so we can review your case.

6. Undeliverable Packages & Address Issues

Please ensure that your shipping address, contact name, and phone number are complete and accurate when placing your order.

We are not responsible for delivery failures caused by:

  • Incorrect or incomplete shipping address provided by the customer
  • Recipient not being available to receive the package
  • Recipient’s failure to contact the carrier in a timely manner after a delivery attempt notice

If a package is returned to us due to an address issue, non-collection, or other reasons not caused by us or the carrier:

  • We can reship the order once you confirm the correct address and pay any additional shipping costs that may apply.
  • If you choose not to have your order reshipped, we will handle your request in accordance with our Refund & Return Policy.

7. Delays, Lost or Damaged Packages

Delays

While we do our best to meet the above delivery estimates, actual delivery times may vary due to factors such as:

  • Customs inspections and clearance
  • Local delivery schedules and carrier backlogs
  • Public holidays, strikes, or extreme weather conditions

If your package is significantly delayed beyond the estimated shipping window, please contact us at hello@imagipaws.com with your order number, and we will follow up with the carrier.

Lost or Missing Packages

If tracking shows that your package has been delivered but you have not received it:

  • Please first check with household members, neighbors, or building management, and verify the address used.
  • If you still cannot locate the package, contact us and we will assist you in investigating with the carrier.

If a package is confirmed lost by the carrier, we will work with you to find a suitable solution in line with our Refund & Return Policy and product availability (for example, a replacement shipment or a refund, where applicable).

Damaged Packages

If your order arrives damaged:

  • Please take clear photos of the outer packaging and the damaged product as soon as possible.
  • Contact us at hello@imagipaws.com within a reasonable time after delivery, including your order number, photos, and a description of the issue.

We will review your case and provide a resolution according to our Refund & Return Policy.

8. Order Changes & Cancellations

  • Orders can be canceled or modified before shipment for a full refund of the product price.
  • Once an order has been processed and shipped (a shipping label has been created and the parcel handed to the carrier), it can no longer be canceled.
  • For most orders, we do not accept returns or exchanges if you simply change your mind or no longer want the item after delivery.
  • Please refer to our Refund & Return Policy for detailed information on the limited circumstances, if any, under which refunds or replacements may be available (for example, for defective or damaged items, where applicable).

If you need to change or cancel your order, please contact us as soon as possible at hello@imagipaws.com, and we will do our best to assist you before your order ships.

9. Contact Us

If you have any questions about this Shipping Policy or your order delivery, please contact us: