shipping information

plain numbers. no surprises at checkout.

where we ship

the united states, the united kingdom, and australia. all orders leave a us warehouse and are routed by weight and destination via usps, ups, or dhl.

we don't yet ship to the eu, canada, new zealand, or asia. if you're outside our three regions and want one, drop us a note — we'll let you know the moment we open more.

cost

how fast

• order processing — 1 to 2 business days. orders placed before 12pm pst typically leave the warehouse the same day.
• us transit time — 3 to 8 business days, depending on your zone.
• uk & au transit time — 5 to 14 business days, depending on customs.
• tracking — sent by email the moment your order ships.

carrier

we ship via usps and ups within the us, and dhl or the local postal service internationally. you can't pick the carrier at checkout — we route to whichever moves fastest to your address.

duties & customs

for uk and au orders, any import duties or vat are typically pre-paid at checkout so nothing is due on delivery. if a customs charge is ever raised despite this, forward the notice to hello@poochhq.com and we'll reimburse you.

holiday & weather delays

during peak periods (late november through december) and severe weather events, transit times can extend by 2 to 3 days. we'll never charge for expedited shipping when the delay is on us.

missing or lost packages

if your tracking has stalled for more than 5 business days (us) or 10 (international), write to hello@poochhq.com. we'll open a carrier trace and, if it's truly lost, ship a replacement at no cost.

damaged on arrival

diatomite is dense but brittle. we pack carefully but accidents happen in transit. if your order arrives cracked, chipped, or visibly damaged, send one photo within 7 days and we'll replace it free, no return required. see the refund & returns policy for the full terms.

address changes

we can update an address before the order has shipped — usually within the first hour or two. once a tracking number exists, you'll need to redirect through the carrier directly.

returns

returns are covered separately on the refund & returns page, including our 30 day money-back guarantee.