Shipping policy

Effective date: October 2, 2026

1. Destinations and free standard shipping

Roam & Wag currently ships to the 48 contiguous United States and Washington, DC, at eligible addresses accepted for delivery. Standard shipping to these destinations is free with no minimum purchase. We do not add an undisclosed shipping surcharge after payment. Applicable sales taxes are shown at checkout.

We do not currently ship to Alaska, Hawaii, US territories, military addresses (APO, FPO or DPO), or destinations outside this service area. PO box eligibility within our service area depends on the product and carrier; contact info@panguonline.net before ordering if eligibility is not clearly shown. If we cannot fulfill an accepted order, we will cancel and refund it rather than automatically add a remote-area charge.

2. Dispatch location

We work with fulfillment providers, including CJdropshipping. Products may ship from the United States or overseas, including mainland China. A US delivery address, US-dollar price or free-shipping offer does not mean an item is held in a US warehouse. A specific warehouse statement applies only where confirmed for the selected product and order.

3. Processing time and transit time

Processing covers order preparation before handover to the carrier. Transit covers travel after that handover. Total delivery time includes both. A label-created notification alone does not mean the carrier has received the parcel.

There is no single delivery window for every item in our collection. The estimate provided for the selected product, destination and shipping service before purchase is the relevant estimate. Please check whether it describes dispatch or arrival and whether it uses calendar or business days. If no useful estimate is displayed, contact info@panguonline.net before ordering so we can confirm the current route and availability.

We do not promise storewide delivery in 3–7 days or delivery by a special occasion unless we expressly agree to that deadline for your order. We honor specific shipment and delivery representations made for your purchase, subject to your legal rights. Calling a date an estimate does not remove our responsibility to have a reasonable basis for it.

4. Unshipped orders and delays

If no shipment time is stated, US merchandise-order rules generally require a reasonable basis for shipment within 30 calendar days after receipt of a properly completed order. This is a shipment rule, not a promise of arrival within 30 days or permission to ignore a shorter advertised promise.

If we cannot ship within the stated time, or the applicable default period, we will notify you promptly and by the applicable deadline. We will give a revised date when available and the option to cancel the unshipped items for a full refund. Our default procedure is to seek your affirmative agreement to a revised date; silence will not be treated as open-ended permission to delay. Without required agreement, we will cancel and refund within the applicable deadline. If an agreed revised date cannot be met, we will seek renewed agreement or cancel and refund as required.

Cancellation refunds required by these rules will be issued promptly, including within seven working days where required for the payment method used. You will not need to wait for us to recover money from a supplier. A supplier's separate dispute timetable does not change these customer rights.

5. Tracking and split shipments

When tracking is available, we will send the details through the contact information associated with your order. Carrier systems may take time to show the first physical scan. Please contact us if the stated shipment date has passed without evidence of dispatch.

An order may arrive in more than one parcel from different fulfillment locations. You will not be charged extra standard shipping for a split shipment. Check the shipment details and contact us about any missing item after allowing for the stated separate delivery estimates.

6. Late, missing or disputed deliveries

Contact us when a parcel passes the latest delivery estimate, appears lost or is marked delivered but is not found. We will investigate with the available evidence and delivery partners. Please provide your order number and a description of the problem. Reasonable checks with a household member, building reception or carrier can help locate a parcel, but we will not automatically deny a claim solely because tracking says delivered.

We will keep you informed and provide the remedy due under the purchase terms and applicable law. Carrier investigations and supplier claims will not be used to defer an already-due legal refund. Our Return & Refund Policy explains remedies for damaged, incorrect or incomplete goods.

7. Address changes and unsuccessful delivery

Review your address, unit number and contact details before ordering. Ask for changes immediately; a change may not be possible once fulfillment has begun. We will confirm whether the request can be made.

If a delivery fails because of an incorrect address supplied by the customer or an uncollected parcel, contact us to arrange the next step. Any proposed redelivery cost must be explained and agreed before charging it. We will not automatically confiscate the entire payment or deduct an arbitrary penalty. The appropriate refund, redelivery and any permitted deduction depend on the facts and applicable law. We are responsible for correcting our own address-handling errors.

8. Customs and other charges

Cross-border shipments may require customs processing. We will disclose any known mandatory import or handling amount you must pay, and who is responsible, before purchase. We will not represent a charge as included if it is payable separately. If a carrier unexpectedly requests an import payment that was not disclosed, contact us before paying so we can investigate and resolve it under the agreed terms and applicable law. Free standard shipping does not by itself establish the customs treatment of a shipment.

9. Contact

Email info@panguonline.net or use https://roamwag.com/pages/contact. Include your order number where available. Our operator is Pangu Online Limited. Do not send merchandise to the correspondence or parcel-origin address without return instructions.