Shipping Policy
Domestic Shipping
We offer free shipping within the U.S. for all orders exceeding $99. This is applicable solely to Economy Ground shipping. For orders below $99, a standard shipping fee of $5.99 will be applied.Orders are dispatched from Monday to Friday (excluding holidays), within 2 to 3 business days after order confirmation. Orders placed from Friday to Sunday will be shipped the following week.
Shipping Time: 3 to 7 business days.
Please note: Accessories may take 1 to 2 weeks to arrive.
Subject to stock availability. We strive to maintain accurate stock counts on our website. However, from time to time, there may be a discrepancy in stock levels. In such cases, if we are unable to fulfill all your items at the time of purchase, we will ship the available products to you and contact you to determine whether you prefer to await restocking of the back-ordered item or request a refund.
Shipping Area
The following addresses cannot be delivered to: Alaska, Guam, Hawaii, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, and Armed Forces Pacific.
Cancellation
Orders can be cancelled within 48 hours of placement, provided that the order has not been fulfilled.To cancel your order, please contact our customer service team at aftersales@paw-swing.com.
Once an order is successfully cancelled, a refund will be initiated to the original payment method. Please note that refunds may take several business days to process and appear in your account, depending on your financial institution.
Any cancellation requests received after the 48-hour window or after the order has been fulfilled are not eligible for cancellation. Refer to our refund policy for more details.
Change of Delivery Address
We can change the delivery address at any time before the order is dispatched.
Track Your Orders
Once your order has been processed you will receive a shipping confirmation email with the tracking number.
Inspection and Sign
Please inspect the package upon delivery. If you find that a parcel is damaged in transit, if possible, please reject the parcel from the courier and contact our customer service. If the parcel has been delivered without your presence, please contact customer service for further instructions.
Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
In case of a parcel damaged in transit, we will process a refund or replacement as soon as the courier completes their investigation into the claim.
In case of a parcel lost in transit, we will process a refund or replacement as soon as the courier conducts an investigation and deems the parcel lost.
International Shipping
Parcels are insured for loss and damage up to the value as stated by the courier.
In case of a parcel damaged in transit, we will process a refund or replacement as soon as the courier completes their investigation into the claim.
In case of a parcel lost in transit, we will process a refund or replacement as soon as the courier conducts an investigation and deems the parcel lost.
FAQs
Where do you ship from?
We ship U.S. orders from warehouses located in New York and California. We ship EU orders from Aachen, Germany.Please note that if you order multiple items, they may be shipped separately as they are likely stored in different warehouses.
How long will it take for my items to arrive?
Typically, all orders take 5 to 8 business days to arrive. It usually takes 1 to 2 business days to dispatch an order from the warehouse. Shipping times vary based on customer location and product demand and shipping location. For customers in the United States and Canada, Standard Shipping means you can expect to receive your package within 5–8 business days from the time of your order.
What should I do if I filled in my address incorrectly?
Contact us as soon as possible. If the package has not been dispatched, our customer service team will manually modify the address. If the package has already been shipped via UPS Ground, you can try contacting UPS to change the address, although this may not always be successful. For other couriers, the address cannot be modified. If the address cannot be modified and the package needs to be returned according to the logistics provider's policies, our customer service team will resend the product.
What should I do if the package is lost or damaged during transportation?
If your package is lost, confirm with the logistics provider and then contact us directly. Once confirmed, we will file a claim with the logistics provider and arrange a replacement or refund. If your package is damaged during transportation, contact us directly and provide photos of the damage along with a copy of the logistics bill. We will then file a claim with the logistics provider and arrange a replacement or refund.
Will my order be shipped in multiple packages?
Yes. If the products you ordered are stored in different warehouses, they will be shipped separately in multiple packages.
How can I check the logistics information of my order?
You can go to the Track Order Page and enter your Order Number or Tracking Number to check.
How do I know my tracking number? What if I can't find my tracking number?
After your order has been shipped, you will receive an Order Tracking Number (OTN) via email or text message. You can use this number to track the status of your shipment. If you have not received your OTN within 5 business days, please feel free to contact us, and we will respond as soon as possible.
What if I can't find the logistics information?
If you are unable to check the specific logistics information within 2 business days after receiving your tracking number, it may be due to a system delay. If you are still unable to check the specific logistics information after 3 business days, please contact us.
My item has been in transit for a long time. What should I do?
If your item has been in transit for an extended period, you can try contacting the logistics provider directly to check the status of the item. Alternatively, feel free to reach out to our customer service team for feedback and assistance.