Last Updated: September 13, 2026
At HiloPaw, we take pride in delivering high-quality pet apparel, accessories, toys, beds, and orthopedic cushions to pets and pet parents across the globe. We strive to provide transparent, reliable shipping and a fair, seamless return experience.
To ensure reliable, tracked, and timely door-to-door delivery worldwide, we partner with industry-leading domestic and international logistics providers, including:
United States & North America: USPS, UPS, FedEx, DHL Express, and Amazon Multi-Channel Fulfillment (MCF).
International & Global Cross-Border: DHL Express, FedEx International, YunExpress, 4PX, and national postal services upon arrival in destination countries.
In-Stock Items: Orders containing in-stock items are processed within 1 to 2 business days (Monday through Friday, excluding public holidays).
Weekend Orders: Any orders placed on Saturday or Sunday will begin processing on the following Monday (or the next business day if Monday falls on a recognized public holiday).
Tracking Notification: Once your package has been handed to the logistics carrier and scanned into the sorting facility, you will automatically receive a confirmation email containing your tracking link and shipment tracking number. Please allow 24–48 hours for tracking details to update on carrier tracking portals.
All order totals and shipping fees are calculated and charged in United States Dollars (USD).
| Destination Region | Free Shipping Threshold | Standard Shipping Rate | Estimated Transit Window |
|
Contiguous United States (Lower 48 States) |
FREE on all orders $50.00 USD and above (post-discounts, pre-tax) |
Flat rate: $9.95 USD |
7 – 18 business days |
|
Non-Contiguous US (Alaska, Hawaii, Puerto Rico, US Virgin Islands, APO/FPO) |
Calculated at checkout |
Calculated live at checkout based on package weight & volume |
10 – 21 business days |
|
International / Rest of World (UK, EU, Australia, Canada, Asia, etc.) |
Regional promotions apply or free over $80.00 USD |
Real-time carrier rates calculated at checkout |
7 – 18 business days |
For international shipments outside the primary domestic fulfillment zone, import duties, tariffs, customs clearance fees, and value-added taxes (VAT/GST) are determined by your destination country's customs authority.
Unless collected during checkout under a Delivered Duties Paid (DDP) option, the recipient/customer is considered the importer of record and is solely responsible for clearing any local customs charges.
We know how eagerly your pet awaits their package. Unlike standard carrier contracts that absolve retailers once goods reach the carrier, HiloPaw provides a direct replacement guarantee:
If a parcel is deemed lost by the courier (i.e., tracking has not updated for 15 consecutive business days, or the carrier officially declares it lost):
HiloPaw will promptly dispatch a brand-new replacement item at no additional charge to you.
If your package arrives physically damaged, crushed, punctured, or wet during transit:
HiloPaw will provide a complimentary brand-new replacement product.
Reporting Window: You must notify our support team within seven (7) calendar days of marked delivery.
Verification Required: Please email support@hilopaw.com with your Order ID, clear photos of the shipping label, outer box condition, and the damaged product inside.
We want you and your furry companion to be completely happy with your purchase. HiloPaw offers a 30-Day Return Window from the date your package is marked as delivered by the carrier.
Because pet hygiene, allergen control, and pet health safety are top priorities, all returned products must satisfy the following strict requirements:
Unused & Clean: The item must be clean, odorless, unwashed, and 100% free of pet hair, pet dander, dirt, chew marks, claw scratches, or stains.
Complete Retail Packaging: Items must be returned in their original packaging, including all vacuum bags, protective plastic film, cardboard sleeves, inserts, tags, and all included accessories.
Mandatory Unboxing & Inspection Video:
To initiate a return, refund, or claim a manufacturing defect, customers must provide an unedited, clear video recording showing the initial unboxing of the package and inspection/testing of the item.
The video must clearly show the package condition before opening, the unpacking process, and close-up footage of the issue or product condition.
Return or refund requests lacking video proof will not be accepted.
For health, sanitary, and hygiene reasons, the following categories are strictly non-returnable:
Customized or personalized gear (e.g., custom engraved pet ID tags or embroidered harnesses).
Items showing visible pet wear, pet hair, washing, or signs of customer pet misuse/chewing.
Clearance, final sale, or promotional gift items.
Depending on whether an item is returned unopened in factory condition or opened for inspection, the following policy applies:
Unopened & Factory Sealed Items:
Must be returned unused in original, unpunctured vacuum packaging and original box.
A standard $10.00 USD return processing fee applies.
Customer is responsible for return shipping, or a pre-paid return shipping label can be issued and deducted from the refund.
Opened but Undamaged/Unused Items:
Must be free of pet hair/dander, repacked neatly with all tags and protective sleeves.
Subject to a 20% restocking fee (deducted from the product purchase price) to cover sanitary re-inspection and warehouse restocking.
A $10.00 USD return handling/shipping fee applies.
Defective or Fulfillment Errors:
If the wrong item was sent or a verified manufacturing defect exists (verified via unboxing video): 100% Full Refund or Free Exchange. HiloPaw covers all replacement and return shipping costs.
Unopened & Factory Sealed Items:
Subject to a $15.00 USD restocking and warehouse processing fee.
Return international shipping costs are the responsibility of the customer.
Opened but Undamaged/Unused Items:
Subject to a 25% restocking fee based on the original product purchase price.
Return international shipping and any local re-import customs fees are borne by the customer.
Defective or Transit-Damaged Items:
Eligible for a free brand-new replacement dispatched at zero extra cost, or a full refund upon claim approval.
Please do not ship items back to our warehouse or mailing address without prior written authorization, as unauthorized returns cannot be processed.
Submit a Request: Email our customer care team at support@hilopaw.com with the subject line:
Return Request - Order #[Your Order Number].
Attach Required Evidence:
Your full name and order confirmation number.
Unedited unboxing and inspection video recording.
Clear photographs of the product, tags, and original packaging.
Reason for return or exchange.
Receive RMA & Return Address: Once your request is verified and approved, we will issue a Return Merchandise Authorization (RMA) number along with designated return instructions and our nearest return facility address.
Inspection & Refund: After the return arrives at our facility, our quality control team will inspect the item within 3–5 business days. Once approved, your refund will be credited back to your original payment method within 5 to 10 business days (timing varies depending on your bank or payment gateway).
Our customer support team is available Monday through Friday to assist you with order status inquiries, sizing advice, or return claims:
Brand Name: HiloPaw
Operating Entity / Sole Proprietor: Pham Long Thanh
Operational Address: Thon Hoi Song Lang, Vu Thu, Thai Binh, Vietnam
Customer Support Email: support@hilopaw.com
Customer Care Hotline (+Whatsapp): +84 898 895 533
Official Website: www.hilopaw.com
