Shipping policy
SHIPPING POLICY (ENGLISH VERSION)
Last Updated: March 1, 2026
At Cool Wag, all products are custom-made and produced after your order is placed. Please review the following shipping information carefully before completing your purchase.
By placing an order, you agree to this Shipping Policy.
1. Order Processing Time
All orders are personalized and made to order.
Processing time may vary depending on demand, but orders typically enter production shortly after purchase. Once your order has been processed and shipped, you will receive a shipping confirmation email (if tracking is included).
2. Shipping Options
We offer the following shipping methods within Puerto Rico and the United States:
Standard Shipping with Tracking
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Includes a tracking number.
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You will receive tracking details via email once your order has shipped.
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Delivery time may vary depending on destination and carrier.
Free Shipping (No Tracking)
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This option does not include a tracking number.
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Estimated delivery time is 5–10 business days after shipment.
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Because tracking is not included, we are unable to provide shipment updates once the order has been dispatched.
3. Delivery Time
Estimated delivery times begin after the order has been shipped (not at the time of purchase).
Delivery times are estimates only and are not guaranteed. Delays may occur due to:
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Carrier issues
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Weather conditions
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High shipping volume
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Incorrect shipping address provided by the customer
4. Incorrect Address
Customers are responsible for providing accurate shipping information.
If an incorrect or incomplete address is provided, we are not responsible for lost or undelivered packages. Additional shipping fees may apply if a package must be reshipped.
5. Lost or Delayed Packages
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For orders shipped with tracking, customers may use the tracking number to monitor delivery status.
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For orders shipped without tracking (Free Shipping), we are not responsible for packages once they have been shipped and cannot investigate delivery status.
If you believe your tracked package is lost, please contact us and we will assist you in filing a carrier claim when applicable.
6. Shipping Damages
If your order arrives damaged, you must contact us within 7 days of delivery and provide clear photographic evidence of both the product and packaging.