Delivery policy
The Pawtique is a marketplace: every product is sold and shipped by an independent seller, and each seller ships its orders under its own delivery policy. You will find that policy on the seller's storefront page, and the seller's estimated delivery time on every product page and in checkout.
This page explains the rules that are the same for every seller — how shipping costs are calculated, how delivery estimates work, how tracking is shown and what to do when something goes wrong. Where a seller's policy says more, the seller's policy applies.
Shipping costs
Each seller sets its own shipping cost. You pay one shipping fee per seller per order: when your cart holds several items from the same seller, they travel in one parcel and the fee is the highest shipping cost among those items — never the sum.
Sellers may offer free shipping above their own order-value threshold, shown on their storefront and in the buy box. All shipping costs are displayed on the product page and itemised per seller in the order summary before you pay.
Delivery times
The estimate shown on a product — for example “2–4 business days” — is the range the seller has stated for shipping and delivering that item. Sellers set a shop-wide estimate and may set a different one for individual products. The calendar dates next to it are computed from that range.
Business days are Monday to Friday; weekends do not count. Orders placed after 16:00 count from the next business day. Locker pickups add one business day for the courier to drop the parcel off. The estimate is a forecast based on the seller's stated times, not a guaranteed delivery date — public holidays, weather and courier volume can move it.
Couriers and tracking
Sellers hand parcels to the courier of their choice, named in their delivery policy. As soon as a seller ships, the parcel's AWB (tracking number) and a tracking timeline with a link to the courier's own tracking page appear under My orders in your account.
For locker deliveries, the pickup point you chose at checkout is shown on the order, together with the seller's parcel details. Collect the parcel within the locker network's pickup window — it is usually a few days.
Delivery problems
If a parcel is late, arrives damaged or does not arrive at all, contact the seller first through Messages — from the product page or from the order under My orders. Missing, damaged and late parcels are handled by the seller under its own delivery policy, since the seller holds the contract with the courier.
Your 14-day right to return a delivered item, described in the Terms of Service, is not affected by anything in a seller's delivery policy.
If a seller does not respond within a reasonable time, The Pawtique mediates: write to contact@the-pawtique.com with your order number and we will take it up with the seller.
Cancellations, returns and refunds are covered in our Terms of Service.