Shipping Policy

Last updated: August 2026

1. Order Processing

Orders are generally processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next business day.

⚠ Processing times may be longer during holidays, promotional periods, or times of high order volume. We appreciate your patience and will always do our best to fulfill your order as quickly as possible.

2. Shipping Methods

We offer a variety of shipping options to meet your needs. Available shipping methods and their respective rates will be displayed at checkout based on your delivery address and order details. Shipping options may include standard, expedited, and express delivery, depending on your location.

3. Delivery Times

Estimated delivery times depend on the shipping method selected at checkout and your delivery destination. Delivery estimates are provided as a guide only and are not guaranteed.

Delivery timelines may be affected by:

Carrier delays or high shipping volumes.
Weather conditions or natural events.
Customs clearance for international orders.
Incorrect or incomplete shipping address provided at checkout.
Circumstances outside Pawlio's control.

4. Shipping Costs

Shipping costs are calculated at checkout based on your order, selected shipping method, and delivery destination. Any applicable shipping fees will be clearly displayed before you complete your purchase. Pawlio may offer free shipping promotions from time to time, subject to the conditions stated at the time of the promotion.

5. Order Tracking

When tracking information is available, you will receive a shipping confirmation email with your tracking details once your order has been dispatched. You can use the tracking number provided to monitor the status of your delivery through the carrier's website.

If you have not received a tracking update within the expected processing time, please contact us at contato@pawlio.com.br and we will be happy to assist.

6. Incorrect Shipping Address

Customers are responsible for providing an accurate and complete shipping address at checkout. Please double-check your delivery details before placing your order.

Important: If an order has already been shipped, Pawlio may not be able to change or redirect the delivery address. Additional fees may apply for address corrections requested after dispatch. Pawlio is not responsible for orders delivered to an incorrect address provided by the customer.

7. Delayed or Lost Packages

If your package appears to be significantly delayed beyond the estimated delivery window, or if tracking shows no movement for an extended period, please contact us at contato@pawlio.com.br with your order number.

Our team will work with the carrier to investigate the situation and keep you informed. Please note that carrier investigations may take several business days to complete.

8. Damaged Packages

If your order arrives with visible damage to the packaging or the product itself, please contact us as soon as possible at contato@pawlio.com.br. To help us resolve the issue quickly, please include:

Your order number.
A description of the damage.
Clear photos of the damaged packaging and product.

We will review your case and work to provide a suitable resolution, which may include a replacement or refund.

9. International Orders

For orders shipped outside of our primary shipping region, please be aware that:

International delivery times are estimates only and may vary significantly.
Customs duties, import taxes, and fees may apply depending on your country's regulations. These charges are the responsibility of the customer and are not included in the product price or shipping cost.
Pawlio is not responsible for delays caused by customs clearance processes.
Some products or destinations may have shipping restrictions. If your order cannot be fulfilled for your location, we will notify you promptly.