Shipping Policy

Shipping Policy

About this policy and who you are buying from

This Shipping Policy explains how BarklyPaw prepares, ships, and delivers the BarklyPaw Dog Cooling Mat, and what happens when something goes wrong on the way to you. It forms part of our Terms of Service and should be read together with our Returns and Refunds Policy.

The seller of record for every order is Stickwall, a registered business in Israel, registration number 314619487, selling internationally to consumers under the BarklyPaw brand. Your order is placed with Stickwall, your payment is taken by Stickwall through its payment providers, and Stickwall is responsible for getting your order to you. Our full registered business address is available by email on request.

How to reach us. Support is by email only, at mybarklypaw@gmail.com. We do not operate a phone line, live chat, messaging app, retail store, or pickup counter, so please do not rely on any other channel. Always include your order number. We aim to reply within two business days.

Words we use in this policy.

  • Business day means a day our team is working, which is Sunday through Thursday, not counting public holidays in Israel, where our team is based. Your local weekend is probably different from ours. Carriers and customs authorities keep their own calendars, usually Monday to Friday, so transit estimates measured in business days follow the carrier's working week rather than ours.
  • Working days, where we use that term for a refund deadline, means the same as business days.
  • Processing time is the time before your parcel leaves us. Delivery time is the time it spends in transit after that.
  • Dispatch is the day your parcel is handed to the carrier. It is also the day we email your tracking number, and the day the delivery estimate starts counting from.

Where we ship

We ship worldwide, with free delivery to your door on every order. Delivery estimates are the same everywhere, typically 8 to 16 business days, though customs processing in some countries can add time.

Any import duties, VAT or other taxes charged by the destination country are the responsibility of the recipient. We cannot calculate or collect these at checkout, and they are not included in the price you pay us. If you are unsure, please check your own country's import rules before ordering.

Shipping cost: one free delivery option

We offer exactly one shipping method, and it is free.

  • Cost: $0. No shipping charge at checkout, no handling fee, no surcharge, and no minimum order value.
  • Service: standard tracked delivery to the address you enter at checkout.
  • Coverage: the same free delivery applies to all four countries, every size and color, and both mats in a Buy One Get One Free set.

Free shipping is not the same as free of import charges. This is the single most important sentence on this page. Free shipping means we pay the carrier to bring your parcel to you. It does not mean your country will let the parcel in without charging you. Depending on your destination and the current rules, import duty, tax, and a carrier brokerage or handling fee may be payable by you when the parcel arrives, and those charges are not included in what you paid us. Please read the customs section below before you order.

What we do not offer, so there are no surprises. There is no paid express service, no guaranteed delivery date, no scheduled delivery window, no signature on delivery option, no weekend delivery selection, no add on shipping insurance, and no local pickup. If you need the mat by a specific date, please assume we cannot promise it.

Currency. All prices, refunds, and figures on this page are in US dollars. If your card or account is held in another currency, your bank sets the exchange rate and may add a foreign transaction fee, which we never receive and cannot refund.

Order processing time, before your parcel leaves

Orders are prepared and dispatched within 1 to 3 business days. Processing covers payment confirmation, order and address checks, picking the correct size and color, packing, and creating the shipping label.

  • Orders placed on our weekend or an Israeli public holiday begin processing on the next business day.
  • Processing is counted in business days and does not include the day you placed the order.
  • If your payment is flagged for review by our payment provider, or the billing and shipping details do not match, processing pauses until that review clears. We may email you to confirm details. If we do not hear back within 5 business days, we cancel the order and refund it in full.
  • If the address looks incomplete or invalid, we email you before shipping rather than send a parcel we expect to fail. The clock pauses until you reply.
  • Around major sale periods and holidays, processing runs at the upper end of the range. We say so on the site when we know in advance.

If we cannot ship on time. If we cannot dispatch your order within 30 days of purchase, we email you before that deadline, give you the new expected shipping date, and offer a clear choice: accept the new date, or cancel for a full refund. Replying to that email costs you nothing. If you do not reply, we cancel the order and refund you in full. We do this because it is the fair outcome and because United States consumer protection rules require it.

Canceling before dispatch. You can cancel any order for free, for any reason, before it is dispatched. Email mybarklypaw@gmail.com with your order number as soon as you can. We refund a cancellation within seven working days. Because we dispatch quickly, the window is short. Once the parcel is handed over, a cancellation becomes a return and our Returns and Refunds Policy applies.

Delivery time: an estimate of 8 to 16 business days, not a guarantee

After dispatch, delivery normally takes 8 to 16 business days, measured from the dispatch date rather than the order date.

Typical total time, end to end. 1 to 3 business days of processing plus 8 to 16 business days in transit. In calendar terms that is usually somewhere between two and four weeks.

This is an estimate, not a guaranteed delivery date. Your goods cross a border and pass through customs, one or more international carriers, and a final local delivery network, none of which we control. We do not promise or contractually commit to any specific delivery date, and no date shown at checkout, in an email, in an advertisement, or on a carrier tracking page is a guarantee. Our estimates are based on the processing and transit times quoted to us by our fulfillment and carrier partners. We will update this page when real delivery performance tells us a different number, rather than defending a figure we no longer believe.

Things that commonly push an order past 16 business days:

  • Customs inspection, clearance queues, or a backlog at the port of entry
  • Peak season volume, including Black Friday, Cyber Monday, the December holidays, and Lunar New Year
  • Severe weather, natural events, and reduced air or sea capacity
  • Carrier strikes, staffing shortages, and local delivery backlogs
  • An incomplete, incorrect, or unusual delivery address
  • Remote, rural, island, or territory destinations

What we do when an order runs late. A late parcel is not the end of the story. If your order passes the estimate, email us. We chase our shipping partner and the carrier and keep you updated. If the parcel is genuinely lost, we replace or refund it under the Claims section below. Running late does not remove any right you have under this policy or under the law.

Split shipments and your free second mat

Your order may arrive in more than one parcel.

  • A Buy One Get One Free order contains two mats. Depending on size and packing they may travel together or as two parcels, sometimes with two tracking numbers and arriving on different days.
  • Splitting an order never costs you anything extra. Delivery stays free for every parcel.
  • Where an order ships in parts, each parcel gets its own tracking number by email, and the 8 to 16 business day estimate applies to each parcel from its own dispatch date.

Please do not panic if only one mat arrives. Check the tracking for the second parcel first. Email us with your order number if the second parcel has no tracking number, has not moved for 10 business days, or has not arrived within 5 business days of the first.

The free mat is a real part of your order. A missing second mat is treated exactly like a missing paid item. We do not treat the free mat as a throwaway, and we will replace it or make it right.

Returns of a set. The two mats are sold together as one set for one price. How a full or partial return of a set is refunded, including the exact math, is set out in one place only: the Buy One Get One Free section of the Returns and Refunds Policy.

Customs, duties, import taxes, and declared value

Your order ships internationally, so it must clear customs in your country before it can be delivered.

Import charges are the recipient's responsibility. Any customs duty, tariff, import tax, VAT, GST, brokerage fee, disbursement fee, storage fee, or handling fee charged by your country's authorities or by the carrier is your responsibility as the importer and recipient, unless we specifically collected it at checkout and it appears as a line on your order. These charges are set by your government, not by us, and we receive none of that money.

What is and is not included in what you paid:

  • The product price and free delivery to your address are included.
  • Any tax we are legally required to collect is shown and itemized at checkout before you pay.
  • Duties, import taxes, and carrier brokerage or handling fees collected on arrival are not included unless your checkout showed them as a separate line.

We cannot tell you in advance what you will be charged. Thresholds, rates, and exemptions change, sometimes at short notice, and they depend on your country, the declared value, the product classification, and the carrier. Rules on low value imports into the United States in particular have changed and can change again. If this matters to you, please check with your local customs authority before ordering. We cannot give customs or tax advice.

Declarations. Shipments must be declared with their true contents and value, and we require our fulfillment and shipping partners to declare accurately. We do not permit a shipment to be marked as a gift or a sample, or declared below the value paid, and we cannot split a declaration to help anyone stay under a threshold. Please do not ask, because a false declaration puts both of us at risk and can get your parcel seized. If you ever receive a parcel from us that appears to be misdeclared, tell us and we will take it up with the partner responsible.

If import charges are not paid, the carrier will eventually return, hold, abandon, or destroy the parcel. That is treated as a refused or undeliverable parcel, and the next section explains what happens.

Customs paperwork. Some destinations may ask the recipient for an identification or tax number before releasing an imported parcel. If customs or the carrier contacts you, please respond quickly, because parcels are usually held for a limited number of days before being sent back.

Tracking your order, and what to do when tracking stalls

Every order ships with tracking, at no cost to you.

  • When your parcel is dispatched we email you a tracking number and a link. Please check your spam or promotions folder if you do not see it.
  • You can follow the parcel on our tracking page, which is powered by a third party tracking service called Track123, or on the carrier's own website.
  • If your order ships in more than one parcel, you receive a tracking number for each.

Normal tracking behavior on international shipments:

  • A tracking number can take 2 to 5 business days after dispatch to show its first scan. A number with no events yet is not evidence that nothing shipped.
  • Quiet periods are normal. A parcel can go 5 to 10 business days without a scan while it is in the air, in a consolidation center, or waiting for customs.
  • Tracking changes hands. The international carrier passes the parcel to a local carrier at destination, so events can appear out of order, repeat, or briefly show an unexpected city.

When to contact us. Please email us with your order number if any of the following happens:

  • No first scan within 5 business days after your dispatch email
  • No tracking movement for 10 consecutive business days
  • Tracking shows returned to sender, refused, held at customs, or an address problem
  • The 16 business day transit estimate has passed and nothing has arrived

What we do next. We chase it with our fulfillment partner and the carrier and tell you what we learn either way, including when the answer is bad news. If the parcel has not been delivered within 30 calendar days of your report, we treat it as lost and resolve it under the Claims section below.

Address accuracy, address changes, and rerouting

You are responsible for the address you give us. We ship to the exact address entered at checkout, including anything auto filled by your browser or by PayPal. Before you pay, please check the street number, apartment or unit number, city, state or province, ZIP or postal code, and country, and give a working phone number and email address, because carriers and customs use them to reach you.

Recipient name. On international parcels the recipient name should match the identification the recipient can present, because some customs authorities check it before releasing a parcel.

Correcting an address before dispatch. Email us immediately with your order number and the corrected address. If the parcel has not been handed to the carrier, we fix it at no cost. Because we dispatch within 1 to 3 business days, this window is short and we cannot promise to catch every request in time.

Correcting an address after dispatch. Once a parcel is moving, our ability to intervene is very limited. We will pass a rerouting request on, but most international carriers refuse address changes in transit. If a reroute is not possible, we wait for the parcel to come back and handle it under the next section.

If a parcel fails because the address you gave was wrong. The cost of the failed delivery and of any reshipment is yours rather than ours. We always show you the actual cost before charging anything, and you can choose a refund instead of a reshipment.

If the mistake was ours. If we entered, labeled, or transmitted your address incorrectly, the fix is entirely on us. We reship at our cost or refund you in full, whichever you prefer.

Undeliverable, refused, and unclaimed parcels

A parcel becomes undeliverable when the carrier cannot complete delivery and can no longer hold it. The usual causes are an incorrect or incomplete address, the parcel not being collected from a pickup point within the carrier's holding period, a refusal at the door, unpaid import charges, a customs seizure, or an address type the final local carrier cannot service.

  • If the parcel comes back to us, we email you and offer two choices: we reship to a corrected address, or we refund the order.
  • Refund on a returned parcel. We refund the price you paid for the goods, less the outbound and return transport and customs costs we were actually billed and can document to you. We do not charge a restocking fee and we do not apply an invented flat penalty. If our documented recoverable costs were zero, your refund is the full amount. This is the same rule stated in the Returns and Refunds Policy, and it is the only situation in which shipping costs are ever deducted from a refund.
  • Reshipment. If you want the parcel sent again after a failed delivery that was not our fault, you pay the actual outbound cost, quoted to you in advance. You are free to decline and take the refund instead.
  • If the parcel is seized, abandoned, or destroyed by customs or a carrier through no fault of yours, we treat it as a lost parcel and you get a free replacement or a full refund, your choice. We do not limit that to whatever we can recover from a carrier or an insurer.
  • If the parcel failed because of an address type we could not service, such as a PO box or a military mail address, we reship to a street address at our cost or refund you in full.

Please do not refuse delivery to make a return. If you simply change your mind, accept the parcel and use the 30 day return process, where in most cases we will not ask you to ship anything back at all. Refusing at the door is slower, riskier, and can leave your mat stranded in a foreign facility where neither of us can reach it.

Delivery without signature, and who carries the risk

No signature is required. Our standard service does not require anyone to sign. Carriers normally leave the parcel at your address, which may mean at a door, in a mailbox, in a parcel room, or with a concierge, depending on their local rules, and many record a photo or GPS coordinates. We cannot add a signature requirement and we cannot instruct a driver where to leave your parcel. We describe this as delivery to your address rather than to your door, because the final placement is the carrier's call. If you know your address is not safe for unattended delivery, please use a workplace or another address where somebody can receive it.

Risk of loss stays with us until your parcel is delivered. If your parcel is lost, stolen, or destroyed while it is in transit, that is our problem to solve, not yours. Many stores write the opposite, saying title and risk pass to the buyer the moment the parcel leaves the warehouse. We deliberately do not, because against consumers in the countries we serve that is unfair and generally unenforceable. We carry the risk until the parcel reaches you.

After delivery. Once a parcel has genuinely been delivered to the address you gave us, responsibility passes to you. If it is taken after a real delivery, that is not something we can be liable for. We will still help, and the next section sets out exactly what we do, including the first claim rule.

Damage in transit is on us. If the parcel arrives crushed, soaked, or torn open, or the mat inside is damaged, that is our responsibility. Follow the steps in the Claims section.

When tracking says delivered but you did not get it

This happens more often than people expect, and it usually resolves. Many of these parcels appear within 48 hours, because carriers sometimes scan a parcel as delivered before the final leg is finished, or deliver to a neighbor or a leasing office.

Please do this first:

  • Wait 48 hours from the delivered scan.
  • Check every likely spot: porch, side and back doors, garage, bushes, mailroom, parcel locker, building reception, leasing office, and with everyone else in the household.
  • Ask your immediate neighbors and look for a card left by the carrier.
  • Open the tracking and read the exact delivery event, including any photo, GPS point, and the name of the final local carrier. Contacting that local carrier directly often finds the parcel fastest in the first few days.

Then contact us within 14 days of the delivered scan, with your order number, the date and time of the scan, and what you have already checked. Later reports are still reviewed.

How we decide these cases, stated as a rule rather than a judgment call. The first time a customer reports a parcel as delivered but not received, we replace it or refund it, your choice, without asking you to prove anything. If it happens again to the same customer or the same delivery address, we ask for the carrier's proof of delivery and a police report before replacing it a second time. Where a carrier's evidence shows a parcel went to a different address, or does not support delivery to your address at all, we replace or refund every time, no matter how many claims there have been.

Claims: time limits and how to file

So that we can resolve problems while the evidence still exists, please contact us inside these windows. Email mybarklypaw@gmail.com with your order number at the start of the subject line.

  • No first tracking scan: within 5 business days after your dispatch email.
  • Tracking stalled: after 10 consecutive business days with no movement.
  • Parcel has not arrived: any time after the 16 business day transit estimate has passed. We treat a parcel as lost if it has not been delivered within 30 calendar days of your report. There is no later cutoff after which we stop helping.
  • Marked delivered but not received: within 14 days of the delivered scan.
  • Damaged, wrong item, wrong size or color, or something missing: within 30 days of delivery, the same window as our returns policy. If the parcel itself arrived visibly damaged, please tell us within 7 days if you can, so we can raise it with our shipping partner while it is fresh. That earlier date is a request, not a deadline.

What to send us. For damage or a wrong or missing item, include clear photos of the mat, the outer packaging, the shipping label, and any damage to the box, plus a short description. Photographs are enough; you do not need to store packaging for weeks. For a non delivery claim, send the tracking number, the delivery address, and what you have already checked.

What we do about a valid claim. If a parcel is lost in transit, arrives damaged, or is wrong or incomplete because of us, we reship the correct item at our cost or refund you in full, and you choose which. Faulty and not as described items are always at our cost, including any return shipping, and in most cases we do not ask for anything to come back. You will never be asked to pay to fix our mistake.

These time limits do not take away your legal rights. They exist so we can chase a carrier while a claim can still be raised, not to trap you. If you come to us later, please still write and we will do what we reasonably can. Nothing in this policy limits any statutory right you have, your right to dispute a charge with your bank or PayPal, or our voluntary 30 day return window, which runs from delivery and is described in the Returns and Refunds Policy.

Delays and events outside our control

We are not liable for delays, failures, or losses caused by events outside our reasonable control, including carrier delays, backlogs, routing errors, strikes, and labor disputes; customs inspections, holds, seizures, and changes to duty, tariff, or import rules; severe weather, floods, fires, earthquakes, and other natural events; air, sea, rail, or road disruption and port congestion; war, civil unrest, terrorism, and government action, sanction, or restriction; epidemics, pandemics, and public health measures; failures of utilities, payment networks, or communications infrastructure; and peak season volume.

During events like these the 8 to 16 business day estimate may not hold, and we may pause dispatch until shipping makes sense again. We will tell you what we know as soon as we know it.

What this clause does not do. It is not a way for us to keep your money. If your order cannot be delivered because of one of these events, you remain entitled to a reshipment or a full refund, and if a delay runs more than 30 days beyond the estimate that applied when you ordered, you may cancel for a full refund whether or not the goods have shipped. What this clause limits is our liability for indirect or consequential losses, for example a missed heat wave or a canceled trip. Nothing here excludes liability that cannot be excluded by law, including liability for fraud or for death or personal injury caused by negligence.

Accessibility, payments, and changes to this policy

Accessibility. We want this store to be usable by everyone, including customers using screen readers, keyboard navigation, or other assistive technology. If any part of this site is difficult or impossible for you to use, email mybarklypaw@gmail.com. We will help you place, track, or return an order by email, and we will work to fix the problem itself.

Payments and refunds. Payments are processed by third party providers, currently Shopify Payments and PayPal. We never see or store your full card number. Any refund under this policy is issued to the original payment method. We issue refunds within three business days of approving them, and within seven working days for a cancellation before dispatch. Your bank or PayPal then decides when the money appears, which commonly adds another three to ten business days.

No claims we cannot back. We do not publish customer reviews, ratings, testimonials, or shopper counts, and nothing on this page should be read as a claim about how other buyers experienced delivery. The BarklyPaw Dog Cooling Mat is a comfort product, not a medical or veterinary device.

Which version applies. The version of this policy published when you place your order is the version that governs that order. We may update it as carriers, routes, and destinations change, and we never apply a change backward to reduce rights attached to an order already placed. We keep a dated record of changes and will send you the version that applied to your order on request.

Contact us. Email mybarklypaw@gmail.com. This is the only customer service channel we operate. Include your order number, your tracking number if you have one, and any photos that help. We would much rather hear from you early than late.

Seller of record: Stickwall, registered business number 314619487, Israel, trading as BarklyPaw.

Returns

Returns are handled from a United States address in Brooklyn, New York, so you do not have to ship a return overseas. Full details, including who pays for return shipping in each situation, are in our Returns and Refunds policy. Always email mybarklypaw@gmail.com for a return authorization number before sending anything back.

Last updated: July 25, 2026