Shipping policy

SHIPPING POLICY

 

ORDER PROCESSING

Orders are processed within 1–3 business days (Monday–Friday, excluding holidays). You will receive a confirmation email with tracking information once your order ships.

 

SHIPPING COST

US orders: one PawGrid XL mat ships for $6.95. Orders of 2 or more mats (any order of $69.99 or more) ship free. For orders outside the United States, shipping is calculated at checkout.

 

SHIPPING TIMES

Most orders arrive within 2 weeks of purchase (1–3 business days to process and ship, then transit with tracking), depending on your location. All delivery timeframes are estimates, not guarantees. During peak seasons, carrier delays can add additional transit time.

 

TRACKING

Every order includes tracking. If your tracking number has not updated within 5 business days of shipment, contact us at vaultra.storesupport@gmail.com and we will investigate with the carrier.

 

SHIPPING ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate shipping address at checkout. We are unable to redirect packages once shipped. Orders returned or lost due to an incorrect or incomplete address provided by the customer are not eligible for a refund; a reshipment fee may apply.

 

DELAYS OUTSIDE OUR CONTROL

We are not responsible for delays caused by carriers, customs processing, weather events, or other circumstances outside our control. A delayed delivery that remains trackable and in transit does not qualify for a refund or cancellation.

 

LOST OR STOLEN PACKAGES

If tracking shows your package as delivered, the order is considered fulfilled. We recommend checking with household members, neighbors, and your local carrier facility. For packages with no tracking movement for 20 business days, contact us and we will provide a replacement or refund where appropriate after carrier investigation.

 

QUESTIONS

For any shipping questions, contact vaultra.storesupport@gmail.com — we respond within 1 business day.