Shipping policy
Last updated: August 3, 2026
All ISLAND PAWS Co. products are made to order and produced individually after an order is placed. The total time required for delivery includes both the production period and the shipping time after dispatch.
PRODUCTION TIME
Production begins after your order has been confirmed. Production usually takes approximately 2–7 business days.
Production may take longer depending on the type of product, order quantity, availability of materials, production facility capacity, seasonal demand, and other circumstances.
Saturdays, Sundays, public holidays, and days on which the applicable production facility is closed are not considered business days.
SHIPPING TIMES AFTER DISPATCH
Estimated shipping times after an order has been dispatched are as follows:
United States: Usually 2–5 business days
International destinations outside the United States: Usually 10–30 business days
The international shipping estimate applies to Japan and all other countries and regions outside the United States.
These estimates do not include production time. Estimated delivery dates are provided for reference only and do not guarantee arrival by a specific date.
Shipping times may vary depending on the destination, product, production facility, shipping method, customs procedures, weather, carrier congestion, and other circumstances.
SHIPPING COSTS
Shipping costs are calculated based on the product, quantity, shipping destination, and shipping method. The applicable shipping cost will be displayed at checkout before you confirm your order.
If you order multiple products, they may be manufactured at different production facilities. As a result, shipping charges may be calculated separately for individual products or shipments.
ORDER AND SHIPPING ADDRESS INFORMATION
Before confirming your order, please carefully check that your name, postal code, address, building name, apartment or unit number, phone number, and all other shipping information are accurate and complete.
Because production and fulfillment may begin automatically after an order is confirmed, we may not be able to change the shipping address after an order has been placed.
If you notice an error or missing information in your shipping address, please contact us through the contact form on our Site as soon as possible. However, we cannot guarantee that the address can be changed.
If a package cannot be delivered because of an incorrect or incomplete address provided by the customer, an extended absence, refusal of delivery, or failure to collect the package within the carrier’s holding period, we will review the circumstances and provide instructions based on the individual situation. If reshipment is available, the customer may be required to pay the additional shipping costs.
SPLIT SHIPMENTS
If you order multiple products, they may be manufactured at different production facilities or completed at different times. Therefore, products from the same order may be divided into multiple packages and shipped separately.
When an order is split into multiple shipments, each package may arrive on a different date.
SHIPPING NOTIFICATIONS AND TRACKING INFORMATION
When your order is dispatched, we will send you a shipping confirmation email. If tracking is available for the selected shipping method, the email will include a tracking number or a link to the tracking page.
Immediately after dispatch, it may take some time for tracking information to appear in the carrier’s system.
A package may still be in transit even if its tracking information has not recently been updated. If the tracking information has not been updated for several days, please contact us through the contact form on our Site.
DELIVERY DELAYS
Production or delivery may be delayed due to weather, natural disasters, customs procedures, logistics congestion, strikes, epidemics, pandemics, seasonal demand, material shortages, carrier-related issues, or other circumstances beyond our reasonable control.
Requests to cancel an order or receive a refund solely because a product did not arrive by an estimated delivery date will be reviewed individually based on the circumstances.
Nothing in this section limits any rights available to you under applicable law in your place of residence.
LOST OR UNDELIVERED PACKAGES
If your order has not arrived after the estimated delivery period, please contact us through the contact form on our Site and include your order number.
If the tracking information shows that the package has been delivered, please check the following:
• The shipping address entered when the order was placed
• Your mailbox, entrance, surrounding area, or designated delivery location
• Whether a household member or family member accepted the package
• Your building manager, reception desk, or parcel locker
• The local carrier or post office
If you are still unable to locate the package after completing these checks, please contact us. We will review the delivery status and provide instructions based on the individual circumstances.
CUSTOMS DUTIES AND IMPORT TAXES
For international deliveries, customs duties, import taxes, value-added taxes, customs clearance fees, and other charges may be imposed under the laws of the destination country or region.
Unless we expressly state at checkout that we will collect these charges, they are the customer’s responsibility.
The amount of customs duties and import charges, payment procedures, and customs clearance requirements vary by country and region. Please contact the customs authority or relevant government agency in the destination country for further information.
If a package cannot be delivered because the customer refuses to pay applicable customs duties, import taxes, or customs clearance fees, we will review the circumstances and provide instructions based on the individual situation.
SHIPPING DESTINATIONS
Some products cannot be shipped to certain countries or regions because of restrictions imposed by the production facility or carrier.
If we determine after an order has been placed that the order cannot be shipped to its destination, we will contact the customer, cancel the affected order, and refund any product charges already paid.
CONTACT US
For questions regarding production status, shipping, tracking information, lost packages, or undelivered orders, please contact us through the contact form on our Site.