Shipping policy
Last updated: [DATE]
1. Where we ship
We ship to addresses in the United States, including [Alaska, Hawaii and U.S. territories / excluding APO/FPO and PO Boxes]. We do not currently ship internationally.
2. Where your order ships from
Our products are manufactured in the P.R.C and, for some orders, ship directly from our manufacturing partner's facility. This means longer delivery times than a domestic retailer — please read the estimates below before ordering.
3. Processing and delivery
| Stage | Estimated time |
|---|---|
| Processing | [2–4] business days |
| International transit and customs clearance | [10–20] business days |
| Total estimated delivery | [12–24] business days |
Customs clearance timing is outside our control and can add further delay.
4. Duties and taxes — paid by us
We ship on a Delivered Duty Paid basis. All import duties, tariffs and customs fees are paid by MamaPaw as importer of record. You will not be asked to pay anything on delivery. If any carrier ever bills you for duties on a MamaPaw order, contact us at [support@trymamapaw.com] and we will reimburse you in full.
5. If we can't ship on time
If we cannot ship within 30 days of receiving your order, we will notify you, give a revised estimated shipping date, and offer you the choice of waiting or cancelling for a full refund.
6. Tracking
You will receive a shipping confirmation email with tracking once your order is dispatched. Tracking can take up to [48] hours to show activity, [and international tracking may show no movement while a parcel is in transit or clearing customs]. If tracking has not updated for [7] business days, contact us.
7. Address accuracy
Please check your address at checkout. We are not responsible for orders delivered to an incorrect or incomplete address supplied by you. If a parcel is returned as undeliverable we will contact you and can reship once you cover the reshipping cost, or refund the product price less original shipping.
8. Delays outside our control
We are not liable for delays caused by carriers, weather, natural events, customs, strikes or other circumstances beyond our reasonable control.
9. Lost, stolen or damaged parcels
- Marked delivered but missing: check with household members, neighbours and around the property — carriers sometimes mark parcels delivered early. If it has not appeared after [3] business days, contact us and we will open a carrier investigation. Where the parcel cannot be located we will reship or refund, subject to the carrier's findings.
- Damaged in transit: contact us within [7] days of delivery with photos. See our [Refund Policy].
- Lost in transit: if tracking shows no movement for [10 / 20] business days we will treat the parcel as lost and reship or refund.
Risk of loss passes to you on delivery to the address you provide.
10. Split shipments
Multi-item orders may ship in more than one parcel at no extra cost, with separate tracking numbers.
11. Contact
[support@trymamapaw.com] — please include your order number.