Shipping policy
Last updated: 06/06/2026
Supa Paws ships across Poland, Germany, and Austria. Below is everything you need to know about processing times, delivery methods, costs, and what happens if something goes wrong along the way.
This page is a summary for customers. It doesn't replace or override our full Terms and Conditions, which remain the legally governing document.
Processing time
Orders are shipped within 2 business days of payment being confirmed, Monday to Friday, excluding Polish public holidays.
Orders placed on a Saturday, Sunday, or public holiday are processed on the next business day, unless our Contact page states different working hours at the time.
You'll get an order confirmation email as soon as you place your order, and a separate shipping confirmation with tracking once it's on its way.
Where we deliver
| Market | Delivery available |
|---|---|
| Poland | Yes — domestic courier and pickup-point delivery |
| Germany | Yes |
| Austria | Yes |
Delivery outside Poland is only available where a shipping method for that country is offered at checkout. If your country isn't listed as an option at checkout, we currently don't ship there.
Carriers and delivery methods
- Poland: DPD Polska courier delivery. After placing your order, you'll be able to choose your preferred DPD Pickup Point as part of completing your order.
- Germany / Austria: DPD courier delivery.
Delivery times vary by destination:
| Destination | Estimated delivery time (from dispatch) |
|---|---|
| Poland | 1–2 business days |
| Germany | 2 business days |
| Austria | 3 business days |
These are estimates, not guarantees — occasional delays can happen with the courier network, especially around holidays or sale periods.
Shipping costs
Shipping costs are calculated automatically at checkout based on your delivery address and the weight/size of your order, and are shown in full before you confirm payment. Shipping costs are not included in the product price shown on the site.
We do not currently offer free shipping.
Payment
We accept payment via Shopify Payments, PayPal. Your order is only dispatched once payment has been successfully received.
Tracking your order
Once your order ships, you'll receive a tracking link by email. You can also check your order status any time by logging into your account or using the order-status link in your confirmation email.
Missed or uncollected deliveries
If a courier attempts delivery and you're not available, they'll typically leave a card with instructions for redelivery or collection from a local depot/pickup point.
If a parcel is not collected within the courier's holding period and it's returned to us, we may ask you to cover the cost of the return shipment before we send it out again. This doesn't affect your right to withdraw from your order under our Returns and Refund policy, if you'd rather cancel than have it re-sent, we'll deduct the direct return cost from your refund.
Lost or damaged parcels
If your order arrives damaged, or doesn't arrive at all within a reasonable time after the estimated delivery window, contact us at info@supapaws.com with your order number. We'll investigate with the courier and make it right — either a replacement or a refund.
International orders (Germany & Austria)
Orders shipped within the EU to Germany and Austria are not subject to customs duties or import VAT, since these are intra-EU shipments. You'll only ever pay the price and shipping cost shown at checkout.
Questions
If you have any questions about your delivery, reach out to us at info@supapaws.com or via our Contact Page. We usually reply within 2 business days.