Shipping policy

SHIPPING POLICY

Last updated: August 1, 2026

1. MADE-TO-ORDER PRODUCTION — PLEASE READ FIRST

Every OffRoad Paws bed is manufactured to order. We do not hold finished inventory. Nothing you order ships immediately.

Orders are grouped into production runs. Your order enters the current production run at the moment it is placed. Manufacturing for that run begins once the run is filled, and units are then produced, quality checked, and shipped in the order received.

ESTIMATED DELIVERY: 8 TO 14 WEEKS FROM THE DATE OF PURCHASE.

This window covers queue time, manufacturing, quality control, transit and final-mile delivery. It is an estimate, not a guarantee of a specific date. By placing an order you confirm you have read and accepted this lead time.

2. ORDER CONFIRMATION AND CHARGING

Payment is taken in full at checkout. Your payment reserves your unit, your colour and your position in the production queue. You will receive an order confirmation by email immediately. An order confirmation confirms that your order has been received and reserved. It is not a shipping notification and does not mean your order has shipped.

3. CANCELLATION WINDOW

Orders may be cancelled for a full refund within twenty-four (24) hours of purchase by emailing getoffroadpaws@gmail.com with your order number.

After twenty-four (24) hours your unit is committed to production and the order becomes final. It cannot be cancelled, changed or refunded. See our Return and Refund Policy.

4. IF WE MISS OUR STATED WINDOW

If we are unable to ship your order within fourteen (14) weeks of purchase, we will notify you by email at the address on your order. You may then choose to (a) keep your order in the queue and continue waiting, or (b) cancel your order for a full refund. If you do not respond to that notice within seven (7) days, your order remains in the queue and continues to production.

5. TRACKING

A tracking number is emailed to you when your unit ships. Tracking may take several business days to display activity after it is issued. We are not responsible for carrier tracking systems that update slowly, inaccurately or not at all.

6. SHIPPING ADDRESSES

You are responsible for entering a complete and accurate shipping address. Address changes can only be accommodated before your unit ships and are not guaranteed. We cannot redirect a package once it has left our facility.

Orders that are undeliverable, refused, unclaimed, or returned to sender because of an incorrect, incomplete or inaccessible address entered by the customer are not eligible for a refund. If you wish to have the unit reshipped, you are responsible for the cost of reshipment.

We do not ship to freight forwarders, parcel-forwarding services or package-consolidation addresses. Orders placed to such addresses may be cancelled, and we accept no responsibility for any order forwarded onward from the address you supplied.

7. RISK OF LOSS AND DELIVERED PACKAGES

Title and risk of loss pass to you upon delivery to the carrier. Once the carrier marks a package as delivered to the address you supplied, delivery is complete.

We are not responsible for packages that are lost, stolen, damaged or misplaced after the carrier records delivery. Claims for packages marked delivered must be filed with the carrier. We will provide reasonable documentation to support a carrier claim on request.

8. CARRIER AND PRODUCTION DELAYS

Delivery estimates are not guarantees. We are not liable for delays caused by circumstances outside our reasonable control, including carrier delays, customs and border inspection, port congestion, weather, natural disaster, labour action, supplier or factory delay, raw material shortage, freight capacity, public health measures, war, civil unrest, or acts of government.

A delay does not entitle you to a refund except as set out in section 4.

9. MULTI-ITEM AND BUNDLE ORDERS

Orders containing more than one unit may ship in separate parcels and may arrive on different days. Receiving part of an order does not mean the remainder is lost.

10. INTERNATIONAL ORDERS

Where we accept international orders, the customer of record is the importer. All customs duties, import taxes, tariffs, brokerage and handling fees are your responsibility and are not included at checkout. We do not mark shipments as gifts and do not alter declared values.

Orders refused at customs, abandoned, or returned because duties were not paid are not eligible for a refund.

11. CONTACT

Questions about shipping: getoffroadpaws@gmail.com. Please include your order number. We respond to shipping enquiries within two (2) business days.