Shipping policy

Last updated: October 15, 2026

This Shipping Policy applies to orders placed with PawMerry, an online retail brand operated by Harumi Co., Ltd. (株式会社ハルミ). Please review this policy before placing an order.

Shipping Destinations

We currently ship to the countries and regions that are enabled in our online store and available for selection during checkout.

The country or region selected on the storefront determines the available market, currency, products, and delivery options. Final shipping availability is confirmed by the delivery address entered during checkout. If a destination cannot be selected or no shipping method is offered, we are currently unable to accept an order for that destination.

Available destinations may change as our market coverage and delivery services are updated.

Order Processing

Orders are generally processed within 1–3 business days after payment is successfully completed. Business days do not include weekends or public holidays.

Processing may require additional time during public holidays, promotional events, periods of unusually high order volume, payment or address verification, or other exceptional circumstances.

Processing time is separate from the estimated shipping time described below.

Estimated Shipping and Delivery Time

After order processing, standard shipping is currently estimated to take 7–20 business days. The estimated total time from successful payment to delivery is therefore generally 8–23 business days.

All delivery dates are estimates and are not guaranteed. Actual delivery time may vary depending on the destination, customs processing, carrier operations, public holidays, weather, local delivery conditions, transportation disruptions, peak periods, address accuracy, and other circumstances outside our reasonable control.

Shipping Costs

Our current standard shipping rates are:

• Order subtotal below USD $69.00: USD $9.90 standard shipping.
• Order subtotal of USD $69.00 or more: Free standard shipping.

Free-shipping eligibility is determined using the order subtotal after discounts and before shipping charges and taxes. Where another market currency is displayed, Shopify may show a converted amount or market-specific equivalent.

The applicable shipping method, charge, currency, and final order total will be displayed during checkout before you complete the purchase. If a promotional shipping message elsewhere on the website differs from checkout, the shipping option and amount displayed for the delivery address during checkout will apply.

Currency, Taxes, and Import Charges

Product prices and checkout totals may be displayed in the currency assigned to the selected country or region. The final transaction currency will be shown during checkout.

International orders may be subject to customs duties, import taxes, value-added tax, goods and services tax, brokerage charges, or other fees imposed by the destination country or region.

When duties or taxes are collected during checkout, they will be included in the displayed order total. When they are not collected during checkout, the recipient may be responsible for paying them directly to the carrier or relevant authority before delivery. PawMerry does not represent that all import charges are prepaid unless checkout expressly states that they are included.

Shipping Address

You are responsible for providing a complete and accurate recipient name, street address, apartment or unit number, city, state or province, postal code, country or region, telephone number, and email address where requested.

If you notice an address error, contact order@pawmerry.com as soon as possible and include your order number and the corrected information. Orders may be processed quickly, and we cannot guarantee that an address can be changed after an order enters processing, shipment preparation, or shipping.

Additional delivery or reshipping expenses resulting from inaccurate, incomplete, or undeliverable information provided by the customer may be the customer's responsibility, except where otherwise required by applicable law.

Shipping Confirmation and Tracking

After an order ships, we will send a shipping confirmation email containing available tracking information to the email address provided during checkout.

Tracking information may take several business days to become active or update after the shipping confirmation is sent. A lack of an immediate tracking update does not necessarily mean that the package has not entered transit.

You may also use the Track Your Order link available in our store footer where that service is available.

Split Shipments

An order containing multiple products may be divided into separate shipments depending on product availability, packaging requirements, or fulfillment arrangements. If an order is split, you may receive more than one tracking number and the products may arrive on different dates.

You will not be charged an additional shipping fee solely because PawMerry divides one order into multiple shipments.

Delivery Delays

If tracking has not updated for an extended period or your order has not arrived within the estimated delivery period, contact order@pawmerry.com with your order number. We will review the available information and assist with the next steps.

Delivery may be delayed by customs, public holidays, severe weather, carrier backlogs, transportation interruptions, high shipping volumes, local delivery conditions, inaccurate address information, or other events outside our reasonable control.

Lost or Marked-Delivered Packages

If a package appears to be lost in transit, please contact us so we can review the tracking information and, where appropriate, assist with a carrier investigation.

If tracking shows that a package was delivered but you cannot locate it, please first check the delivery location, household members, neighbors, building reception or management, and the local delivery carrier. Then contact us promptly with your order number and tracking number so we can review the available information.

Any remedy will be determined according to the circumstances, available carrier information, our applicable policies, and mandatory consumer law.

Damaged, Defective, or Incorrect Products

If a package or product arrives damaged, incomplete, or incorrect, please contact order@pawmerry.com within 48 hours after delivery. Manufacturing or quality defects should generally be reported within 30 days after delivery. These reporting periods do not limit any mandatory rights available under applicable law.

Please include your order number, a description of the issue, clear photographs or videos of the affected product, and photographs of the outer packaging and shipping label. Keep the product and packaging until we have reviewed the matter and provided instructions.

We will review the information and provide an appropriate resolution in accordance with our Refund Policy and applicable law.

Returns

Return eligibility, return time limits, exclusions, product-condition requirements, return instructions, return-shipping responsibility, and refund processing are described in our Refund Policy.

Please contact us and obtain return instructions before sending a product back. Our registered business address is not a return address unless our customer support team specifically instructs you otherwise.

Contact Us

If you have questions about shipping, delivery, or tracking, contact us at:

Brand: PawMerry
Legal business name: Harumi Co., Ltd. (株式会社ハルミ)
Registered address: Room 201, 7-26-12 Takanedai, Funabashi-shi, Chiba 274-0065, Japan
Email: order@pawmerry.com
Website: https://pawmerry.com