Shipping & Delivery

Last updated: November 2, 2026

Every blanket, hoodie, mug and pet bed from Paws And Pine makes a trip before it reaches your couch, cabin or crate. This page walks through that trip from start to finish: how long we take to prepare an order, how long it spends on the road, where we can send it, what it costs (nothing) and what to do when something about a delivery does not look right. It covers every order placed on pawsandpine.shop. If you still have a question after reading, write to [email protected] and we will answer within 24 hours on business days.

1. Packing up your order: the 1–3 business day preparation window

Once your order is placed and payment goes through, it enters our preparation window of 1–3 business days. During this time your item is produced to your selections and packed for the road. For a custom photo blanket or a personalised hoodie, that means printing the exact photo and pet name you sent us. We do not send a proof or mockup first, so the details you type on the product page are the details we use. That is why the 24-hour change window described in section 6 matters so much for custom pieces.

Business days run Monday through Friday and do not include public holidays. An order placed on a Saturday afternoon starts its preparation window on Monday. An order placed late on a Friday may not be touched until the following Monday either, so if you are cutting it close to a date, count from the next business day rather than from the moment you click the order button.

What counts as “placed”

Your order counts as placed when checkout completes and you see the order received page with an order number. An order that is still waiting for payment does not start the clock. If you are unsure whether your order went through, look for the confirmation email in your inbox (and your spam or promotions folder), or look the order up on Order Tracking with your order number and billing email.

2. Free shipping to four countries

Shipping is free on every Paws And Pine order. There is no minimum basket, no coupon and no hidden handling fee added later. A single 11 oz mug ships free, and so does a 60 x 80 in Sherpa throw. You will see the free shipping line at checkout before you pay.

The totals above simply add the two windows together. They are estimates, not promised delivery dates. Weather, peak holiday volume and local delivery conditions can all stretch a journey, and we cannot control what happens once a parcel is moving between postal networks.

Where we cannot deliver

We currently ship only to the United States, Canada, Australia and New Zealand. If you enter an address in any other country, checkout will not offer a shipping option and the order cannot be completed. We would rather tell you that plainly than take an order we cannot deliver. If your address is a P.O. box, a military address or a remote island location within one of our four countries, please email us before ordering so we can tell you whether it can be reached.

3. Working backwards from a special date

Many of our orders are gifts: a birthday, an adoption anniversary, a holiday, or a memorial blanket for a pet who has passed. Here is how to plan so the parcel has the best chance of arriving in time.

1. Find the date you need the item in hand, then count back in business days only, skipping weekends and public holidays.
2. Allow up to 3 business days for preparation and up to 14 business days for transit, so up to 17 business days in total.
3. Add a few spare days if the date falls near a major holiday, when postal networks are at their busiest.
4. Place the order, then check the confirmation email straight away so any typo can be fixed within the 24-hour change window.

A worked example: Juniper’s birthday

Say you order a custom photo blanket of Juniper, a golden retriever, on a Monday, and her birthday party is three weeks later. Three weeks is 15 business days. Our upper estimate is 17 business days, so the blanket could arrive on time, but it could also arrive a couple of days after the party. In that case we would suggest ordering a week earlier, or planning to give a printed photo of the blanket as a “coming soon” card on the day. We would always prefer you plan with the longer number than be disappointed by the shorter one.

A memorial blanket

If you are ordering a blanket to remember a pet, there is no wrong timing. Take the time you need to pick a photo you love. If a date matters, such as a gathering with family, email us before ordering and we will talk through the timing with you honestly.

4. Sending a gift straight to someone else

You can ship to any address in our four countries, even if it differs from your billing address. Enter the recipient’s name and full address in the shipping fields at checkout, and your own details in the billing fields. A few tips for gift orders:

• Double-check the unit or apartment number. A missing unit number is the most common reason a parcel goes astray in a large building.
• For a friend in Canada, Australia or New Zealand, write the postal code in the format used in that country, and use the province, state or region field rather than leaving it blank.
• If you want to know what paperwork travels inside the parcel, for example because the price should stay a secret, email us before ordering and ask.
• If the gift is a surprise, use your own email address at checkout so order emails come to you rather than the recipient.

5. Duties and import taxes for Canada, Australia and New Zealand

Orders ship from the USA. When a parcel crosses a border into Canada, Australia or New Zealand, that country may apply duties or import taxes depending on its own rules, the value of the parcel and the type of item. Duties and import taxes depend on the destination country. They are not something we set, and we cannot predict them for every address. If you have a question about a particular order, especially a large one such as several throws at once, please contact us before ordering and we will help you think it through.

For orders delivered within the United States, no customs step applies because the parcel does not cross a border.

6. Getting the address right, and fixing it if it is wrong

A parcel can only be as accurate as the address on it. Before you pay, please check:

• The recipient’s full name, as it appears on their mailbox or door.
• Street number and street name, plus any unit, apartment, suite or cabin lot number.
• City, state or province, and ZIP or postal code.
• For rural or cabin addresses, the physical street address rather than a trail or property nickname.

Noticed a mistake? Email [email protected] within 24 hours of placing the order, with your order number and the corrected address. Inside that window we update it before the order goes into production. After 24 hours the order may already be in progress, but write to us anyway and we will see what can still be done. The full process is on our Cancel or Change an Order page.

If a parcel ends up coming back to us because of an address problem, contact us and we will work out the next step together, including sending it out again to the right place.

7. Orders with several items

A mixed order, such as a pet bandana, a long-sleeve tee and a 50 x 60 in Fleece throw, may be prepared in more than one batch and can arrive in separate parcels on different days. That is normal and shipping stays free for every parcel. If one part arrives and another has not shown up yet, check the order status first, then email us and we will tell you where the rest of your order is.

8. When a delivery does not go to plan

Most parcels arrive without a hitch, but a long trip leaves room for surprises. Here is what to do in each case.

For a damaged or incorrect item, please write to us as soon as you notice the problem. Whatever the reason, every Paws And Pine product can also come back within 60 days under our Returns & Exchanges Policy, and money matters are explained in our Refund Policy.

9. Following your order along the way

Our Order Tracking page shows the current status of your order, such as processing or completed, when you enter your order number and the email address used for billing. It is a quick way to confirm that we have your order and that it is moving forward. For anything the status does not answer, email us and we will tell you where your order is. Please include the order number in the subject line so we can find it straight away.

10. Questions from the trailhead

A few questions we hear often:

Can I pay for faster shipping?

Not at the moment. Every order uses the same free shipping, so there is no faster option to choose at checkout. The best way to speed things up is to order early and make sure the details are correct the first time.

Do custom items take longer than regular ones?

Custom and regular items share the same 1–3 business day preparation window. The difference is that custom details cannot be changed once production starts, so check the pet name and photo link carefully.

My photo link does not open. Will that delay my order?

It can. If we cannot open the share link you gave us, we will email you, and the order waits until we have a working link. Set Google Photos, iCloud or Dropbox sharing to “anyone with the link” before you paste it, and open it in a private browser window to test it.

Can I pick up my order?

No. We are an online store and all orders are delivered to the shipping address you give us.

11. Talk to us about shipping

Email [email protected] with your order number and a short description of the question. We reply within 24 hours on business days. You can also browse the Help Center, read our FAQs or submit a ticket. Paws And Pine, 760 N 7th St Apt 5304, San Jose, CA 95112, US.