Shipping policy

At ChillWags, we want your order to reach you quickly and safely. This Shipping Policy explains how we process and deliver your order — clearly, with no hidden fees.

1. Order Processing Times

All orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends, public holidays, or during high-volume periods may take slightly longer to process. You'll receive an email notification once your order has been fulfilled and shipped.

Please note: processing time is separate from shipping transit time. Your estimated delivery window begins once your order has shipped, not when it was placed.

2. Shipping Destinations

We currently ship to addresses within the United States. We're working on expanding to more countries — if you're outside the U.S. and would like to order, email us at support@chillwags.com and we'll let you know when we reach your area.

Please note: we do not currently ship to P.O. Boxes or military addresses (APO/FPO/DPO).

3. Estimated Delivery Times

The following estimated delivery window applies after your order has shipped:

  • Standard Shipping: 8–15 business days (Free on every order)

These are estimates provided by our shipping carriers and are not guaranteed. Delivery times may vary based on your location, carrier delays, or weather disruptions.

If you're ordering ahead of a specific date — a holiday, a move, or travel with your dog — we recommend placing your order at least four weeks in advance. ChillWags is designed for consistent daily use, and most owners give it 2–4 weeks before they notice a real change.

4. Shipping Rates

Shipping is free on every order, with no minimum. The free standard shipping rate is applied automatically at checkout — there are no separate shipping charges to worry about.

Shipping options and promotions may change from time to time without notice.

5. Order Tracking

You'll receive your tracking number by email within 1–2 business days of placing your order, as soon as it ships. Tracking updates may take up to 48 hours to appear after your order is first scanned by the carrier, so don't worry if the link looks empty at first.

If you haven't received a tracking email within 5 business days of placing your order, please check your spam or junk folder first, then contact us at support@chillwags.com.

6. Incorrect Shipping Address

It's the customer's responsibility to make sure the shipping address entered at checkout is accurate and complete. ChillWags is not responsible for orders shipped to an incorrect or incomplete address. If you notice an error, please contact us right away at support@chillwags.com. We'll do our best to update the address before your order is fulfilled, but we can't guarantee changes after an order has been processed.

If an order is returned to us because of an incorrect address, the customer is responsible for re-shipment costs.

7. Lost, Stolen, or Significantly Delayed Packages

If your tracking shows your package as delivered but you haven't received it, or if it appears lost or significantly delayed beyond the estimated window, please:

  • Verify the delivery address on your order confirmation
  • Check with neighbors or household members in case it was received on your behalf
  • Check with your local post office or carrier facility
  • Contact us at support@chillwags.com if the issue remains unresolved

We'll work with the carrier to investigate. Please note that ChillWags is not responsible for packages marked as delivered by the carrier — but we'll make every reasonable effort to help resolve the situation.

8. Storage on Arrival

Once your order arrives, store the jar sealed in a cool, dry place away from direct sunlight, and keep it out of reach of pets and children. If your package has been sitting in extreme heat or cold for an extended period and the chews appear damaged, contact us at support@chillwags.com within 7 days of delivery and we'll take care of it.

9. Sales Tax

Applicable sales tax is calculated at checkout where required by law, based on your shipping destination.

10. Contact

For any shipping-related questions, reach us at:
Email: support@chillwags.com
Response Time: Within 1–2 business days, Monday to Friday, 9:00 AM – 5:00 PM (EST)