Shipping policy

Processing Time

Everything at MoChaiPaws is handmade to order, so please allow 5–10 business days for production before your order ships. During busy seasons or holidays, it might take a little longer — but we'll always let you know if that's the case.

Shipping Times (after production is complete)

  • 🇺🇸 United States: 10–14 business days
  • 🇨🇦 Canada: 10–14 business days
  • 🇬🇧 United Kingdom: 7–12 business days
  • 🇦🇺 Australia: 7–14 business days

During peak seasons or holidays, delivery may take an additional 5–7 business days.

Shipping Rates

  • 🇺🇸 United States: Free shipping on orders over $69 / Standard shipping: $7
  • 🇨🇦 Canada: Free shipping on orders over $69 / Standard shipping: $7
  • 🇬🇧 United Kingdom: Free shipping on orders over $69 / Standard shipping: $7
  • 🇦🇺 Australia: Free shipping on orders over $69 / Standard shipping: $9

Order Tracking

Once your order ships, you'll get a confirmation email with a tracking number so you can follow it all the way to your door (and your dog's nose).

Duties, Taxes & Currency

We ship on Delivered Duty Paid terms to the US, UK, and Australia — import duties and taxes for your destination are prepaid by us before your order ships, so you won't be asked to pay anything when your package arrives. For Canada, duties and taxes are typically covered as well.

In rare cases where customs policies change or a shipment requires additional review, local customs may apply additional charges beyond what we've prepaid. If that happens, email us at customerservice@mochaipaws.com and we'll do our best to help sort it out.

Please note that all prices on our store are displayed in USD. Currency conversion, if applicable, will be handled by your bank or payment provider during checkout.

Sets and multiple parcels

Sets (Companion Set, Walk & Carry Set) are packed and shipped as separate parcels — one per piece — to protect each item and comply with customs requirements. You may receive two parcels 1–3 days apart. You won't be charged any extra shipping, and tracking for both parcels will be sent to your email.

European Union

We've temporarily paused shipping to the EU while we complete our EU compliance registration. Follow us on Instagram or join our email list to be the first to know when we're back.

Lost or delayed orders

If your tracking hasn't updated in 7 days, or your order hasn't arrived within the estimated window, email us at customerservice@mochaipaws.com and we'll look into it with the courier.

Questions?

We're happy to help. Drop us a line at customerservice@mochaipaws.com and we'll get back to you within 48 hours. 🐾