From Our Store to Your Door
At NAXPELORA™, operated by Ruff Wear, Inc., we want every order to arrive safely, accurately, and with as little hassle as possible.
This Shipping & Delivery Information page explains how orders are prepared, dispatched, tracked, and delivered, along with important details regarding international shipments, address changes, and delivery issues.
How We Fulfill Your Order
NAXPELORA™ focuses on thoughtfully designed pet apparel made for everyday walks, travel, lounging, and seasonal layering.
To keep our collection flexible and efficiently stocked, orders may be shipped from selected fulfillment facilities or distribution partners depending on product availability and delivery destination.
This fulfillment model helps us:
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Maintain a broader selection of pet apparel styles
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Keep pricing competitive and accessible
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Reduce unnecessary storage and handling
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Route orders through suitable fulfillment locations
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Minimize excess packaging whenever practical
Some multi-item orders may occasionally arrive in separate packages if products are fulfilled from different locations.
Order Preparation
Every order goes through processing before it leaves the fulfillment facility.
Standard Processing Time
Please allow approximately:
2–5 business days
for order confirmation, handling, basic quality checks, and shipment preparation.
Busy Shopping Periods
During major promotions, holidays, product launches, or unusually high order volumes, processing may take up to:
6 business days
Business days generally exclude weekends and recognized holidays.
Shipping Fee
A standard shipping fee of:
$6.99 USD per order
may apply at checkout unless a different shipping promotion, free-shipping offer, or rate is specifically displayed.
The applicable shipping charge will be shown before you complete your purchase.
Estimated Transit Times
Once an order has been dispatched, estimated delivery times vary according to destination, carrier activity, and the fulfillment location used.
United States
Approximately 8–14 business days
Canada, United Kingdom & Australia
Approximately 10–16 business days
Other International Destinations
Approximately 14–21 business days
These timeframes are estimates rather than guaranteed delivery dates.
Carrier congestion, severe weather, local holidays, customs inspections, remote delivery areas, or other circumstances outside our direct control may occasionally extend transit times.
Tracking Your Package
Once tracking becomes available, an email containing shipment details will normally be sent to the email address used when placing your order.
Tracking Updates
Please keep in mind:
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Tracking may require 1–3 business days to display the first carrier update
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A tracking number may be created before the parcel receives its first physical scan
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Temporary gaps between tracking events can occur while a shipment moves between facilities
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Limited tracking activity does not automatically mean a package has been lost
We recommend allowing the carrier sufficient time to update its system before contacting support about a newly issued tracking number.
International Shipping & Import Charges
Orders delivered internationally may be subject to customs requirements in the destination country.
Depending on the shipment and local regulations, the recipient may be responsible for:
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Customs duties
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Import taxes
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VAT or similar local taxes
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Brokerage or clearance fees
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Other government-assessed charges
Unless otherwise stated during checkout, these costs are not included in the product or shipping price.
NAXPELORA™ and Ruff Wear, Inc. are not responsible for customs charges imposed by the destination country or delays caused by customs clearance procedures.
Because import rules vary by location, customers should consult their local customs authority if they need specific information before ordering.
Need to Change or Cancel an Order?
We begin preparing orders as quickly as possible after they are submitted.
If you need to request an address correction, order adjustment, or cancellation, contact us within:
12 hours of placing your order
Email:
Please include your order number and the requested change.
Although we will make reasonable efforts to assist, requests cannot be guaranteed once an order has entered fulfillment, been packed, or been transferred to a shipping carrier.
Please Check Your Shipping Address
Customers are responsible for entering a complete and accurate delivery address during checkout.
Before submitting your order, please verify:
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Recipient name
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Street address
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Apartment, suite, or unit number
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City
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State or province
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Postal or ZIP code
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Country
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Contact information
If an order is returned because of an incomplete, incorrect, or undeliverable address, additional shipping charges may apply before it can be sent again.
Damaged Packages
We recommend inspecting your order shortly after delivery.
If an item arrives damaged, contact us within 72 hours after delivery whenever possible.
Please provide:
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Your order number
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A brief description of the issue
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Clear photos of the item
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Photos of damaged packaging when relevant
Once reviewed, we may offer an appropriate resolution such as a replacement or another available remedy.
Contact:
Packages Confirmed Lost in Transit
If tracking has stopped updating for an extended period or you believe your shipment may be lost, please contact our support team.
When the shipping carrier officially confirms that an eligible package was lost while in transit, we will review the case and may arrange a replacement without an additional product charge.
A shipment that is delayed or temporarily without tracking updates is not automatically considered lost.
Delivered but Not Found
If carrier tracking shows that your package was delivered but you cannot locate it, we recommend first checking:
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Around your front door, porch, garage, or other safe delivery locations
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With household members
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With neighbors
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With your building reception or mailroom
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With the local carrier or delivery office
If you still cannot locate the package, contact us at service@naxpelo.com with your order information so we can review the available shipment details.
Multiple Packages
Some orders containing several items may be split into more than one shipment.
If this happens:
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Packages may arrive on different dates
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Each shipment may receive a separate tracking number
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Receiving one package does not necessarily mean the remaining items are missing
Please review all shipment confirmation emails before contacting customer service about an incomplete multi-item order.
Delivery Questions?
Our customer support team can assist with questions about order processing, tracking, delivery status, or shipping-related concerns.
NAXPELORA™
Operated by Ruff Wear, Inc.
Shipping & Customer Support:
service@naxpelo.com
Please include your order number when contacting us about an existing shipment.
NAXPELORA™ — Thoughtful Petwear, Delivered for Everyday Adventures.