Shipping Policy

Last Updated: August 10, 2026

At Harlow Pet, we carefully prepare and package every order to help ensure it arrives safely. Please review the following Shipping Policy before placing your order.

1. Processing and Shipping Time

Orders are typically processed and shipped within 4–7 business days after the order has been successfully placed and payment has been confirmed.

For personalized or customized products, processing begins once all required personalization information, including photographs or other customization details, has been successfully received.

Business days are Monday through Friday and do not include weekends or applicable public holidays.

2. Order Processing

Processing begins only after:

• Payment has been successfully authorized;

• Order information has been received; and

• Any required personalization information has been submitted.

Orders containing incomplete or incorrect information may be delayed until the required information is provided.

3. Shipping Confirmation and Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information where available.

Tracking information may take some time to become active after the package has been handed to the carrier.

Harlow Pet is not responsible for delays in tracking updates caused by shipping carriers or third-party logistics providers.

4. Delivery Times

The 4–7 business day timeframe refers to order processing and shipment, not guaranteed delivery to your address.

Actual delivery times may vary depending on:

• Destination

• Shipping carrier

• Shipping method

• Customs processing

• Weather

• Holidays

• Delivery volume

• Incorrect or incomplete shipping information

• Circumstances outside our reasonable control

Any delivery estimates provided at checkout or by the carrier are estimates and are not guaranteed unless expressly stated otherwise.

5. Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully verify your name, street address, apartment or unit number, city, province/state, postal/ZIP code, and country before submitting your order.

If an address error is identified before shipment, contact us as soon as possible. Once an order has shipped, we may be unable to change the delivery address.

If a package is returned because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply for reshipment.

6. Delayed Shipments

Although we aim to process and ship orders within 4–7 business days, delays may occasionally occur due to circumstances outside our reasonable control.

These may include:

• Carrier delays

• Severe weather

• Customs delays

• Transportation disruptions

• High shipping volumes

• Public holidays

• Natural disasters

• Incorrect address information

• Other unforeseen circumstances

Harlow Pet does not guarantee carrier delivery dates.

7. Lost, Stolen, or Delivered Packages

If tracking indicates that your package has been delivered but you cannot locate it, please first check the delivery area, mailbox, building reception, household members, and nearby locations where the carrier may have left the package.

You should also contact the shipping carrier directly using the tracking information provided.

Harlow Pet may request additional information or documentation when investigating a delivery claim.

A package marked as delivered by the carrier does not automatically qualify for a replacement or refund. Each situation may be reviewed based on the available evidence and applicable law.

8. Damaged Packages

Please inspect your package promptly upon delivery.

If your product arrives damaged, contact us at info.harlowpet@gmail.com within 48 hours of delivery and provide clear photographs or video showing:

• The shipping package

• The shipping label

• The product

• The damage

• Relevant packaging materials

This information may be required to investigate the issue and determine the appropriate resolution.

9. Customs, Duties, and Import Charges

For international orders, additional customs duties, taxes, brokerage fees, or import charges may apply depending on the destination country.

Unless expressly stated otherwise, these charges are the customer's responsibility.

Harlow Pet is not responsible for delays caused by customs authorities.

Customers are responsible for ensuring that products ordered can legally be imported into their destination country.

10. Undeliverable or Refused Packages

If a package is returned to Harlow Pet because the customer:

• Provided an incorrect or incomplete address;

• Refused delivery;

• Failed to collect the package;

• Failed to pay applicable customs or import charges; or

• Otherwise caused the package to be returned,

additional shipping charges may apply if the customer requests reshipment.

Any refund for an undeliverable or refused package will be handled in accordance with our Refund Policy and applicable law.

11. Personalized Orders

Personalized products may require additional preparation and may enter production shortly after the order is placed.

Customers are responsible for ensuring that all photographs, names, text, and other personalization information submitted with the order are correct.

Incorrect or incomplete personalization information may delay processing.

Once a personalized product has entered production, changes or cancellations may not be possible, subject to applicable law and our Refund Policy.

12. Contact Us

If you have questions regarding shipping or delivery, please contact us at:

info.harlowpet@gmail.com

We recommend contacting us as soon as possible if you experience an issue with your order or delivery.