Shipping policy
Shipping Policy
Last updated: [18/08/26]
At GWOW! Pet Lab, we are working to create new ways for pets and their humans to explore, play, and discover together.
This Shipping Policy explains how order processing, shipping, delivery, pre-orders, international shipments, shipping costs, and related charges may apply when you purchase from GWOW! Pet Lab.
GWOW! Pet Lab operates from Medellín, Colombia and is expanding its presence in Colombia and selected international markets, including the United States, Mexico, and Brazil.
1. Where we ship
Shipping availability may vary depending on the destination, product availability, and available shipping services.
Our priority markets include:
- Colombia
- United States
- Mexico
- Brazil
Shipping to additional destinations may become available in the future.
Available shipping options for your order will generally be shown during checkout whenever shipping to your location is available.
If shipping to your location is not currently available at checkout, please contact us at:
Email: gwowpetlab@gmail.com
We will be happy to review the available options.
2. Order processing
Orders for products that are currently available will generally be processed and prepared for shipment within a maximum of 1 business day after payment has been successfully confirmed.
Processing time refers to the time required to prepare your order for shipment. It does not include transportation or final delivery time.
Processing may take longer in exceptional circumstances, including:
- High order volume
- Payment verification issues
- Inventory discrepancies
- Public holidays
- Operational disruptions
- Circumstances beyond our reasonable control
Pre-order products are subject to the estimated production and fulfillment timelines communicated on the relevant product page and are governed by our Pre-Order Policy.
3. Shipping times
Estimated delivery times may vary depending on:
- Destination
- Shipping method
- Shipping provider
- Local logistics conditions
- Customs processing
- Weather conditions
- Transportation disruptions
- Other circumstances outside our reasonable control
Any delivery timeframe communicated during checkout, on a product page, or through customer service is an estimate, unless otherwise expressly stated or required by applicable law.
GWOW! Pet Lab will make reasonable efforts to meet estimated delivery timelines but cannot guarantee specific delivery dates when delays are caused by shipping carriers, customs authorities, weather conditions, transportation disruptions, or other circumstances outside our reasonable control.
4. Shipping providers
For orders within Colombia, GWOW! Pet Lab currently expects to use TCC as its primary shipping provider.
For international orders, GWOW! Pet Lab may use DHL or other available logistics and shipping providers, depending on:
- Destination
- Service availability
- Shipping conditions
- Delivery requirements
- Cost
- Operational requirements
The shipping provider used for an order may vary depending on the customer's location and the available delivery options.
GWOW! Pet Lab may change or use additional shipping providers when reasonably necessary to improve availability, delivery, cost, or operational efficiency.
5. Shipping costs
Shipping costs may vary depending on:
- Delivery destination
- Package size and weight
- Number of products ordered
- Shipping provider
- Shipping method
- Promotional offers
- Other applicable logistics conditions
The applicable shipping cost, when available, will generally be displayed during checkout before you complete your purchase.
6. Free shipping
GWOW! Pet Lab may offer free shipping on qualifying orders.
Eligibility for free shipping may depend on:
- A minimum purchase amount
- Destination
- Product
- Current promotion
- Available shipping method
- Other conditions communicated at the time of purchase
The applicable minimum purchase amount and conditions for free shipping may vary by market.
Any available free shipping offer will be clearly communicated on our website, product pages, promotional materials, or during checkout.
Free shipping promotions may be modified, suspended, or ended in accordance with applicable law.
7. Express shipping
Express or expedited shipping may be available depending on the destination and the shipping options available at the time of purchase.
If express shipping is available for your order, the available options and estimated delivery times will generally be shown during checkout.
Availability may vary depending on:
- Location
- Shipping provider
- Product availability
- Selected service
- Other logistical factors
8. Pre-orders
Some GWOW! Pet Lab products may be offered as pre-orders.
Pre-order products are purchased before they are available for immediate shipment.
Estimated production, availability, and shipping timelines for pre-order products will be communicated on the relevant product page and/or during checkout.
These dates are estimates and may change due to factors including:
- Manufacturing
- Product development
- Quality control
- Material availability
- Packaging
- Transportation
- Customs
- Other operational circumstances
If a significant change affects the estimated fulfillment timeline, GWOW! Pet Lab will make reasonable efforts to notify affected customers and provide updated information.
Pre-orders are also governed by our Pre-Order Policy.
9. Orders containing pre-order and available products
If your order contains both:
- A product that is currently available; and
- A product offered as a pre-order,
the products may be shipped together once all items in the order are available.
If separate shipping is available, the applicable options and any additional costs will be communicated during or before the purchase process.
10. International shipping
International shipping availability depends on the destination, product availability, shipping providers, and applicable logistical requirements.
For customers in the United States, Mexico, Brazil, and other destinations where international shipping is available, delivery may be subject to additional processing and customs procedures.
International shipping times are estimates and may be affected by:
- Customs inspections
- Import requirements
- Local delivery services
- Transportation disruptions
- Other circumstances outside our reasonable control
11. Customs, taxes, and import charges
International orders may be subject to additional charges imposed by the destination country or relevant authorities.
These charges may include:
- Customs duties
- Import taxes
- Value-added taxes or similar taxes
- Customs processing fees
- Brokerage fees
- Other government or carrier charges
Unless otherwise stated during checkout or required by applicable law, these charges are the responsibility of the customer.
Customers are responsible for reviewing any applicable customs or import requirements before placing an international order.
GWOW! Pet Lab does not control customs procedures, import decisions, delays, or charges imposed by government authorities or third parties.
12. Shipping address accuracy
Customers are responsible for providing a complete and accurate shipping address.
Please review your shipping information carefully before completing your order.
If you need to request a change to your shipping address, contact us as soon as possible at:
We will make reasonable efforts to update the address if the order has not yet entered the fulfillment or shipping process.
Once an order has been shipped, we may not be able to modify the delivery address.
GWOW! Pet Lab is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete information provided by the customer, except where otherwise required by applicable law.
13. Tracking information
When tracking information is available from the applicable shipping provider, we may provide it to the customer after the order has been shipped.
Tracking availability may vary depending on:
- Destination
- Shipping method
- Shipping provider
- Local logistics services
A tracking number does not guarantee that real-time tracking information will be available throughout the entire delivery process.
14. Delivery issues
If your order appears to be lost, significantly delayed, damaged during transportation, or delivered incorrectly, please contact us as soon as possible.
Please include:
- Your order number
- Your full name
- A description of the issue
- Photos, if applicable
- Any relevant information provided by the shipping carrier
We will review the situation and, where appropriate, work with the applicable shipping provider.
Any available solution will depend on the specific circumstances, available evidence, the shipping provider's policies, and applicable law.
15. Damaged or incorrect orders
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.
We may request:
- Photos of the product
- Photos of the packaging
- Your order number
- A description of the issue
We will review the information and determine the appropriate next steps in accordance with our Returns & Refunds Policy and applicable law.
16. Failed deliveries and unclaimed packages
If a package is returned to GWOW! Pet Lab because:
- The shipping address was incorrect or incomplete;
- The customer was unavailable when delivery was attempted;
- The package was not collected within the applicable timeframe; or
- Another issue occurred as a result of customer-provided information or actions,
the customer may be responsible for any additional shipping costs required to resend the order.
If a refund is available under the applicable circumstances, original shipping costs and any additional non-refundable carrier costs may be deducted where permitted by applicable law.
17. Changes to shipping services
Shipping providers, shipping methods, delivery times, costs, and geographic availability may change over time.
GWOW! Pet Lab may modify shipping options when reasonably necessary due to operational, logistical, regulatory, or other circumstances.
Any applicable shipping terms for an order will generally be presented during checkout or otherwise communicated before the purchase is completed.
18. Contact us
If you have questions about shipping, delivery availability, your order, or an international shipment, please contact us:
GWOW! Pet Lab
Medellín, Colombia
Email: gwowpetlab@gmail.com