Shipping policy
Last updated: October 22, 2026
Delivery to the contiguous United States
Standard shipping to the contiguous United States is free. Each personalized piece needs time for order handling and production before it is dispatched.
| Stage | Estimated time or charge |
|---|---|
| Order cut-off | 11:00 PM Pacific Standard Time (UTC−08:00) |
| Order handling | 1 business day |
| Personalized production | 2–5 business days |
| Shipping after dispatch | 5–9 business days |
| Total estimated delivery | 8–15 business days |
| Standard shipping fee | Free |
Business days are Monday through Friday, excluding public holidays. Orders received after the cut-off or on a non-business day begin handling on the next business day. Production depends on receiving payment, usable photographs and complete personalization instructions. If we need a replacement photo or clarification, we will contact you; the delivery estimate runs from receipt of payment and all usable information needed to make your piece.
Delivery area
We currently accept checkout orders only for delivery to the contiguous United States: the 48 adjoining states and Washington, DC. Standard shipping to this area is free. We do not currently deliver to Alaska, Hawaii, U.S. territories or destinations outside the United States.
Dispatch origin and import charges
Orders are dispatched from Hong Kong. Paw & Ash covers U.S. import duties, tariffs and customs clearance charges. You will not be asked to pay additional import charges on delivery. Any sales tax charged at checkout is shown before payment.
Tracking and address changes
After dispatch, we send a shipping confirmation email with tracking information. Carrier scans can take time to appear. Check your name, street address, unit number, postal code and contact details before paying. If you notice an error, email us immediately with your order number. We will try to help before production or shipment, but a change is not guaranteed once work or delivery has begun.
Delays, missing parcels and damage
Delivery dates are estimates. Weather, carrier disruption, public holidays, customs and incomplete addresses can cause delays. If tracking has not changed for more than 10 business days, contact us so we can investigate. For a confirmed lost parcel, or an item damaged in transit, we will arrange a free replacement or a full refund.
Report damaged, defective or incorrect items within 30 days of delivery. Contacting us within the first 7 days helps us collect evidence promptly, but does not shorten the 30-day claim window. Include your order number and clear photos of the item, packaging and shipping label. Keep the packaging until the matter is resolved.
See our Refund & Returns Policy for the return and refund process.
Paw & Ash is operated by DAAN FASHION JEWELRY CO., LIMITED (達岸飾品有限公司). Company registration number: 3120723. Business registration number: 73720952.
Registered office: Room 4, 16/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong. This is our registered office, not an authorized return destination. Please contact us before sending a return.
Customer support: service@pawandash.com