Shipping Policy

Last updated: 24-04-2026

1. Overview

This Shipping Policy explains how Westford Global LLC, doing business as Ruffwell ("we," "us," "our"), processes, ships and delivers orders placed through ruffwell.com. By placing an order, you agree to the terms set out in this Shipping Policy together with our Terms of Service, Refund & Return Policy, Subscription Policy and Privacy Policy.

2. Shipping Destinations

We ship worldwide, with our primary markets being the United States, the United Kingdom and the European Union. Shipping availability and delivery times may vary by destination. We reserve the right to refuse or limit shipping to certain destinations where we cannot deliver reliably, where carrier coverage is restricted, where regulatory restrictions apply or where economic or operational factors make delivery impractical.

3. Order Processing Time

Orders are typically processed within 1 to 2 business days after the order is placed. Business days exclude weekends and recognized public holidays in our shipping origin country. During promotional periods, peak seasons, holidays, product launches or unusually high order volumes, processing times may be longer. We will use reasonable efforts to communicate any significant processing delays.

4. Estimated Delivery Times

Estimated delivery times for shipped orders are typically 4 to 11 business days after the order has been dispatched, depending on the destination, carrier service and customs processing. These delivery times are estimates only and are not guaranteed. Actual delivery may vary due to a range of factors, including but not limited to:

• Carrier delays or service disruptions.

• Customs inspection, clearance and processing in the destination country.

• Public holidays, weekends and special events.

• Weather conditions, natural disasters and other force majeure events.

• Address verification issues or incomplete address information.

• Supply chain or warehouse disruptions.

• Local courier or postal service issues.

5. Shipping Costs

We currently offer free shipping on all orders, including subscription orders, where this benefit is offered at the time of purchase. We reserve the right to modify, restrict or remove free shipping benefits at any time, including by destination, by promotion, by order value threshold or by product category. Any applicable shipping costs will be displayed at checkout before you complete your order.

6. Order Tracking

After your order is placed, you will receive an order confirmation email with your order details. Once your order has been dispatched and the carrier has uploaded tracking, you will receive a shipping confirmation email with tracking information.

Tracking updates depend on the carrier's systems and may not always be available in real time. Tracking visibility may be more limited for international shipments and during certain stages of customs processing. You are responsible for monitoring tracking information and arranging to receive your delivery.

7. Customs, Duties and Import Taxes

In most cases, customers should not be required to pay additional duties, taxes or import fees at the time of delivery. However, depending on your destination country and the specific carrier route, customs, duties or import fees may occasionally apply. International shipments are subject to the customs, import and tax regulations of the destination country, which are outside our control.

If you are charged unexpected duties, taxes or import fees on a Ruffwell shipment, please contact our support team at ruffwell.pet@gmail.com with the following:

• Your order number and email address used at checkout.

• Official documentation of the charges from the carrier or customs authority.

• Proof of payment of those charges.

• A copy of the carrier delivery notice or invoice showing the charges.

We may, at our discretion and after verification, reimburse or otherwise resolve eligible duty, tax or import fee charges. Reimbursement is not automatic and requires submission of acceptable documentation. Charges that cannot be verified, that arise from inaccurate customer information, or that are imposed for reasons outside our shipping arrangements, may not be eligible for reimbursement.

8. Address Accuracy and Customer Responsibility

It is your responsibility to provide an accurate, complete and current shipping address at checkout, including any apartment number, building information, recipient name, postal code or other details required for successful delivery.

If you notice an error in your shipping address, please contact us at ruffwell.pet@gmail.com as soon as possible. We will use reasonable efforts to update the address before the order ships, but we cannot guarantee that changes can be made once an order has been processed or dispatched.

We are not responsible for delivery failures, additional shipping costs or non-delivery resulting from incorrect, incomplete or outdated address information provided by the customer. Refunds or replacements for orders delivered to an address provided by the customer are not provided where the order was successfully delivered as instructed.

9. Lost or Missing Packages

If your tracking information indicates that a package has been delivered but you cannot locate it, please:

• Check with members of your household, neighbors and building management.

• Look for delivery notes or instructions left by the carrier.

• Wait 1 to 2 additional business days, as packages are sometimes marked delivered before the actual delivery is completed.

• Contact your local carrier with the tracking number for additional information.

If you still cannot locate your package, please contact us at ruffwell.pet@gmail.com within a reasonable period after the expected delivery date. We will investigate the matter with the carrier. Where the carrier confirms that the package is officially lost in transit, we will arrange a replacement after our verification process. Refunds in lieu of replacement may be offered where a replacement is not possible.

10. Damaged Packages

If your package or product arrives damaged, please refer to our Refund & Return Policy for instructions on how to submit a damaged or defective product claim.

11. Refused or Unclaimed Deliveries

We strongly advise customers to accept all deliveries and to contact our support team if there is any issue with the order, rather than refusing or failing to claim delivery. Refused or unclaimed packages are not automatically refunded.

Where a refused or unclaimed package is returned to us, we will review the situation and may, at our discretion, issue a partial refund after deducting outbound shipping, return shipping, restocking and administrative costs. Ingestible pet wellness products may not be eligible for refund in such circumstances for hygiene and safety reasons. Where applicable, we may offer to re-ship the order at the customer's expense.

12. Risk of Loss

Risk of loss for ordered products passes to the customer at the time the products are delivered to the address provided by the customer or, where applicable, at the time the products are made available for collection at a designated pickup location.

13. Force Majeure

We are not liable for shipping delays or non-delivery caused by circumstances outside our reasonable control, including but not limited to natural disasters, severe weather, pandemics, government actions, customs delays, carrier interruptions, labor disputes, civil unrest, war, acts of terrorism, technical failures and supply chain disruptions.

14. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in our shipping practices, partners, services, legal requirements or operational needs. The updated policy will be posted on the Site with a new "Last updated" date.

15. Contact

For all shipping-related inquiries, please contact us at ruffwell.pet@gmail.com. Please include your order number and the email address used at checkout to help us assist you faster.