Shipping policy

Shipping is free on every order, wherever you are. No minimum and no surprise fees at checkout.

ABOUT YOUR MAT: IT'S NON-ELECTRIC

Pawtoast is a non-electric, self-warming pet mat. It is not electrically heated. It has no plug, no cable, no battery and no heating element inside, and it never heats up on its own. A thin heat-reflecting layer inside the plush bounces your pet's own body heat back to them, so the mat only feels warm while your pet is lying on it.

PROCESSING

We need 1 to 3 business days to get your order ready and hand it to our carrier. In late November and December it can take the full 3 business days.

All payments are checked before dispatch. To help fight card fraud, orders with incorrect billing details or orders that need extra verification may be delayed or cancelled.

We dispatch on business days only, not on Saturdays, Sundays or public holidays.

CHANGES AND CANCELLATIONS

You can change your address or cancel your order within 12 hours of placing it. Message us through our contact page with your order number. After 12 hours your order is in processing and we can't change it anymore, but you can still return it as described in our Refund Policy.

PRIORITY SHIPPING

Add Priority Shipping in your cart for $1.99 and your order skips the queue. We pack it first and hand it to the carrier within 24 hours on business days. Priority Shipping speeds up processing only, so carrier transit times stay as described below. If we miss the 24 hour window, we refund the Priority Shipping fee.

WHERE WE SHIP

We ship to the United States, including Alaska, Hawaii and APO/FPO/DPO addresses where our carrier accepts them. We also ship to the European Union and to most other countries worldwide.

There are a few places we can't deliver to right now, including Poland. If that's you, checkout will tell you before you pay.

TRACKING

Every order ships with a tracking number. You'll get a shipping confirmation e-mail with that number as soon as your order leaves our warehouse.

Carriers can take a few days to update their systems. If you ordered more than 5 business days ago and your tracking still shows nothing, message us through our contact page.

DELIVERY TIMES

Estimated delivery after dispatch is 7 to 15 business days for the United States, the European Union and most other countries. Alaska, Hawaii, APO/FPO/DPO and remote addresses usually arrive towards the end of that window.

These are estimates and don't include processing time (1 to 3 business days, or within 24 hours with Priority Shipping). We can't guarantee a specific delivery date.

ORDERING FOR THE COLD MONTHS

Winter is when pets want their Pawtoast most, and it's also when carriers are at their busiest. If you'd like it before the holidays, we recommend ordering by the end of November. Orders placed later may still arrive in time, but we can't promise it.

We can't be held responsible for delays outside our control, like carrier backlogs, public holidays, severe weather or strikes.

CUSTOMS AND IMPORT FEES

Orders to the United States don't usually have import fees. Some other countries charge import taxes or duties on packages from abroad. If your checkout shows them, they're already included. If not, your local customs office may ask you to pay them on delivery.

SENDING IT AS A GIFT

You can ship a Pawtoast straight to a friend and their pet. Just enter their name and address as the shipping address at checkout. Tracking e-mails go to the e-mail address you give at checkout, so you can follow the parcel yourself.

SPLIT SHIPMENTS

If you order more than one mat, they may ship separately and arrive on different days.

LOST, STOLEN OR DAMAGED PACKAGES

If you added Shipping Protection ($1.99) and your package is lost, stolen or arrives damaged, message us with your order number and a photo. We'll ship a new one at no cost, no carrier claim needed.

No Shipping Protection? If tracking shows your package as delivered but you haven't got it, please check with your neighbors and your local post office, file a claim with the carrier and let us know so we can help. If your mat arrives damaged, message us within 48 hours of delivery with a photo of the mat and the packaging and we'll send a replacement.

WRONG ADDRESS

Please double check your shipping address before you place your order. Once your order is in processing we can't change it or get the parcel back. Orders that come back to us because of an incorrect address can be reshipped at the buyer's cost.

CONTACT

Questions about an order or a delivery? Message us through our contact page and we'll get back to you within 1 to 2 business days.