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Shipping Policy

Shipping Policy - Rocky Pups

Effective Date: 8/24/25
Last Updated: 8/24/25

At Rocky Pups, we're committed to getting your dog's new products to you safely and efficiently. Please review our shipping policy below.

 

Processing Time

Order Processing:

  • Orders are typically processed within 1-3 business days (Monday-Friday, excluding holidays)

  • Orders placed after 2:00 PM EST on Friday will be processed the following Monday

  • During peak seasons (holidays, sales events), processing may take up to 5 business days

  • You will receive an email confirmation when your order ships with tracking information

Custom/Personalized Items:

  • Allow an additional 3-5 business days for processing

  • Processing time will be clearly indicated on the product page

 

Shipping Methods & Timeframes

Domestic Shipping (United States)

Standard Shipping:

  • Cost: $5.99

  • Delivery: 5-7 business days

  • Carrier: USPS Ground Advantage

Expedited Shipping:

  • Cost: $9.99

  • Delivery: 2-3 business days

  • Carrier: USPS Priority Mail

Express Shipping:

  • Cost: $19.99

  • Delivery: 1-2 business days

  • Carrier: USPS Priority Mail Express

  • Cutoff: Orders must be placed by 12:00 PM EST for next business day delivery

 

Shipping Destinations

Domestic Shipping: We ship to all 50 U.S. states and Washington D.C.

Currently Not Available:

  • International shipping

  • P.O. Box addresses for expedited shipping

  • APO/FPO addresses

Special Locations:

  • Alaska & Hawaii: Additional $10 surcharge applies

  • Rural addresses may experience 1-2 additional delivery days

 

Shipping Costs

Free Shipping Qualification:

  • Rocky Pups does not currently offer free shipping

  • All orders include shipping charges based on selected method

Calculated at Checkout:

  • All shipping costs are calculated based on package weight, dimensions, and destination

  • Final shipping cost will be displayed before payment confirmation

 

Tracking Your Order

Tracking Information:

  • Provided via email within 24 hours of shipment

  • Track packages at: [carrier website] or contact us at rocky.pups100@gmail.com

  • Allow 24 hours after shipment notification for tracking to become active

Order Status Updates:

  • Order Confirmed: Payment processed successfully

  • Processing: Your items are being prepared for shipment

  • Shipped: Your order is on its way with tracking information

  • Delivered: Package has been delivered to the address provided

 

Delivery Information

Delivery Address:

  • Ensure your shipping address is complete and accurate

  • We are not responsible for packages delivered to incorrect addresses provided by customers

  • Address changes must be requested within 2 hours of placing your order

Delivery Attempts:

  • Carriers typically make 3 delivery attempts

  • After failed delivery attempts, packages may be held at local facility or returned to sender

  • Additional fees may apply for redelivery or address corrections

Package Security:

  • Packages may be left at delivery address unless signature is required

  • Rocky Pups is not responsible for stolen packages after successful carrier delivery

  • Consider shipping to a secure location if theft is a concern

 

Shipping Restrictions

Product Restrictions:

  • Some large items may require special shipping arrangements

  • Hazardous materials cannot be shipped (if applicable to any products)

  • Perishable items have specific shipping requirements and timelines

Weather & Holiday Delays:

  • Severe weather may cause shipping delays beyond our control

  • Holiday seasons may extend delivery times

  • We will notify customers of any significant delays

 

Damaged or Lost Packages

Damaged Packages:

  • Inspect packages immediately upon delivery

  • Report damaged items within 48 hours to rocky.pups100@gmail.com

  • Include photos of damaged packaging and products

  • We will work with carriers to resolve damage claims

Lost Packages:

  • Contact us if tracking shows "delivered" but you haven't received your package

  • We will initiate a trace with the shipping carrier

  • Replacement or refund will be provided once carrier confirms loss

Insurance:

  • All packages are insured for their full value

  • Insurance claims are handled between Rocky Pups and the shipping carrier

 

Special Shipping Services

Hold for Pickup:

  • Available at UPS Store or FedEx locations

  • Specify at checkout or contact us within 2 hours of ordering

Special Instructions:

  • Leave specific delivery instructions in the "Notes" section at checkout

  • We cannot guarantee carriers will follow special instructions

 

Returns & Exchanges Shipping

Return Shipping:

  • Customers are responsible for return shipping costs unless item is defective

  • We recommend using a trackable shipping method

  • Original shipping costs are non-refundable except for our errors

Exchange Shipping:

  • New shipping charges apply for exchange items

  • Original return shipping is customer's responsibility

 

Contact Information

Shipping Questions:

Order Changes:

  • Must be requested within 2 hours of placing order

  • Cannot guarantee changes after order enters processing

 

Holiday & Peak Season Notice

During busy seasons (Black Friday, Christmas, Valentine's Day), please allow extra time for processing and shipping. We recommend placing orders early to ensure timely delivery.

Holiday Schedule: We do not process or ship orders on the following holidays:

  • New Year's Day

  • Memorial Day

  • Independence Day

  • Labor Day

  • Thanksgiving Day

  • Christmas Day

 

This shipping policy is subject to change without notice. Please check this page for the most current information. Last updated: 8/24/25

Questions? Contact us at rocky.pups100@gmail.com - we're here to help!

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