Shipping policy

ALL SHIPPING IS FREE UNLESS OTHERWISE STATED.

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Shipping times depend on the destination country. Sometimes orders may take longer, but these are rare and maybe due to unusual circumstances such as high volume of orders, pandemics or postal service problems outside of our control.

Local delivery

Deliveries are made from 8am to 9pm Mon-Fri. We will contact you via text or email with the phone number or email address provided at checkout to notify you on the day of our arrival. SF express are our local delivery company of choice. Tracking numbers are always sent. Collection from your convenient SF Station is also available as long as that’s the delivery address used. You must be make sure the address is correct in this instance. Adding a mobile phone number especially using ‘whatsapp’ makes tracing the parcel to you in case the delivery agent is lost, so much easier.

In-store pickup

Due to the nature of our business strategy, local pick-up is not offered and we don’t have a physical store accessible to customers.

International Shipping

We offer international shipping to most countries. Any difficulty in trying to distribute to certain few countries, we’ll notify you and offer a full refund before the order is dispatched.

Region	Estimated delivery time
Hong Kong	1 to 4 business days
SE Asia	2 to 10 business days
Rest of the World	5 to 20 business days

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. ‘Insomnipawz’ is not responsible for these charges if they are applied and are your responsibility as the customer. Please be aware of your own/destination countries particular taxes. If the receiver refuses to accept the shipment and doesn’t pay the taxes, the shipment will be returned to us. On receipt of the returned shipment, we will refund the payment made minus the shipping costs.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within the timeframe for our area (as seen above) after receiving your shipping confirmation email, please contact us at support@insomnipawz.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

Sometimes, couriers have policies not allowing them to deliver to P.O. boxes. Please check before purchasing.

Refunds, returns, and exchanges. ( See Refund Policy)

To start a return, you can contact us at sales@insomnipawz.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please make sure your size is correct before ordering. We only accept returns if the item is damaged. We inspect all our items before they are sent out. However, if you find a defect please contact us within 5 days of receipt.

You can always contact us for any return question at sales@insomnipawz.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.