Effective Date: October 15, 2026 Version: 1.0 Applies to: All Buyers who receive shipments through the Platform, and all Sellers who ship Products sold through the Platform.
Article 1: Introduction and Scope
1.1 This document governs shipment and delivery of Products sold through the Platform: the delivery promise, shipment duties, tracking, title passage and risk of loss, failed delivery, and delivery restrictions.
1.2 Formation and acceptance of an Order are governed by the Order Formation and Acceptance Policy. Returns after delivery are governed by the Returns and Refunds Policy. Label and tracking services are provided as stated in the Shippo Terms.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Buyer or the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Buyer: a person who purchases Products or Services through the Platform.
2.3 Carrier: the carrier to which a shipment is handed for delivery to the Buyer.
2.4 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.5 Delivery: arrival of a shipment at the delivery address stated in the Order, as confirmed by the Carrier's delivery record.
2.6 First-Party Sale: a sale of Products identified on the Platform as "Sold by Pawz Shop," in which the Company is the seller.
2.7 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.8 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.9 Products: goods offered for sale through the Platform.
2.10 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.11 Third-Party Sale: a sale of Products identified on the Platform as "Sold by {Seller name}," in which the Seller is the seller.
Article 3: The Delivery Promise; Estimates
3.1 Every listing shall state a delivery promise expressed in business days, consisting of (a) the handling time: the period before the shipment is handed to the Carrier: and (b) the transit time: the period the Carrier is expected to take after handoff. The delivery promise is the sum of the two, measured from handoff to the Carrier.
3.2 The delivery promise is an estimate made in good faith; it is not a guarantee of delivery on a stated date. Weather, Carrier disruption, and supplier delay may extend transit beyond the estimate. The delivery promise sets the expectation and the measure against which lateness is determined under Article 7.
3.3 Where free shipping applies, the delivery promise is unchanged; only the amount charged for shipping changes. Free shipping is a subscription benefit, as governed by the Reship Subscription Terms and Article 8.
3.4 The Company shall state any delivery restriction for a Product on the product page before purchase, in accordance with Article 9.
Article 4: Shipment Duties
4.1 A Seller shall acknowledge an Order within twenty-four (24) hours of receipt, and within twelve (12) hours during the peak season periods the Company publishes in advance, and shall ship within the handling time stated on the product page.
4.2 A Seller shall keep the Seller's late shipment rate below four percent (4%) of shipments, measured over the measurement period stated in the seller performance standards in the Selling Terms of Service.
4.3 Every shipment shall carry a valid tracking number that records a Carrier scan. A tracking number that does not appear in the Carrier's records is not valid tracking and does not constitute shipment. A Seller shall keep the Seller's valid tracking rate above ninety-five percent (95%).
4.4 For a First-Party Sale fulfilled by a supplier on the Company's behalf, the Company shall submit the Order to the supplier with inventory revalidated at submission; the supplier's ship time is the handling time for that Order, and the Company shall measure the supplier's performance on the same measures as a Seller's under this Article.
4.5 Packaging shall protect the Product in transit. Food Products shall ship unexpired, sealed, and intact. A Seller shall not ship expired, opened, or resealed food Products; shipment of such a Product is a safety violation, not a performance deficiency.
4.6 The shipment event is the Carrier's first scan of the shipment. Creation of a shipping label, without a Carrier scan, is not shipment and does not satisfy the handling time.
Article 5: Title and Risk of Loss
5.1 First-Party Sales. In a First-Party Sale: (a) title to the Products passes to the Buyer on Delivery; and (b) risk of loss passes to the Buyer on Delivery. Before Delivery, the Company bears the risk of loss, damage, or non-delivery of the shipment, except loss caused by an incorrect delivery address the Buyer supplied, as governed by clause 7.5.
5.2 Third-Party Sales. In a Third-Party Sale: (a) title to the Products passes to the Buyer on Delivery; and (b) risk of loss passes to the Buyer on Delivery. Before Delivery, the Seller bears the risk of loss, damage, or non-delivery of the shipment, except loss caused by an incorrect delivery address the Buyer supplied, as governed by clause 7.5. The Company is not the seller in a Third-Party Sale and does not assume the Seller's risk of loss; the Buyer's protection where a Seller does not satisfy a Delivery obligation is stated in the Buyer Protection Program and in the Returns and Refunds Policy.
5.3 Confirmation by the Carrier that a shipment was delivered to the correct address stated in the Order is evidence of Delivery for the purposes of this Article, subject to clauses 7.2 and 7.4.
5.4 Passage of title and risk of loss under this Article does not affect the Buyer's return rights under the Returns and Refunds Policy, which attach on Delivery.
Article 6: Tracking
6.1 The Company shall surface Carrier tracking events to the Buyer within four (4) hours of the Carrier event. The tracking display shall show the Carrier's scans.
6.2 A Buyer may report tracking that shows no movement for more than three (3) business days to support@aapawz.com; an early report assists recovery of a lost shipment. A stalled shipment is treated under clause 7.2.
Article 7: Late, Failed, and Defective Delivery
7.1 Late delivery. Where Delivery occurs after the delivery promise date: (a) if the shipment has not yet been handed to the Carrier, the Buyer may cancel the unshipped portion for a full refund; and (b) if the shipment is in transit or has been delivered, the Buyer may retain the Order and may claim any shipping concession the Order's terms offer. Repeated late delivery by a Seller is a performance violation enforceable under Article 11.
7.2 Item not received. Where tracking shows delivered but the Buyer has not received the shipment, or tracking stalls with no movement: the Company shall investigate against the Carrier record. (a) Where the Carrier confirms delivery to the correct address stated in the Order, the Company's and the Seller's delivery obligation is satisfied, subject to clause 7.4. (b) In every other case: delivery to a wrong address, no Carrier delivery record, or a shipment confirmed lost: the responsible seller (the Company in a First-Party Sale, the Seller in a Third-Party Sale) shall reship the Products or refund the Order, at the Buyer's choice.
7.3 Wrong or damaged item. Where the wrong Product ships, or a Product arrives damaged, the Buyer shall notify the Company through the Account, and the notification may include photographs of the item and packaging, which assist the investigation of the claim. The remedy is reshipment of the correct or undamaged Product or a refund, at the Buyer's choice. Repair, and partial credit, are remedies only where the Buyer accepts them.
7.4 Theft after confirmed delivery. Where the Carrier confirms delivery to the correct address and the package is stolen after Delivery, the loss is theft and not a fulfilment failure. Neither the Company in a Third-Party Sale nor the Seller is liable for that theft. The Company may, as a matter of goodwill for a first reported incident, offer a remedy; a goodwill remedy is discretionary, is stated by support in the individual case, and creates no entitlement for a later incident.
7.5 Incorrect address supplied by the Buyer. An incorrect delivery address supplied by the Buyer excludes the Seller from late-delivery measurement and from any reshipment obligation for that shipment. Carrier charges for address correction and rerouting are borne by the Buyer where the Buyer supplied the incorrect address.
7.6 Unresolved delivery outcomes are disputes governed by the Dispute Resolution Policy. The period for raising a delivery dispute runs from the delivery promise date or from the Delivery event, as that policy provides, and not from the Order date.
Article 8: Shipping Charges and Free Shipping
8.1 Free shipping is a subscription benefit only. A Buyer with an active subscription under the Reship Subscription Terms receives free shipping to the extent that document states.
8.2 For all other Buyers, shipping is included in the displayed price as governed by the Pricing, Availability and Errors Policy. No free-shipping threshold applies, and no promotional code creates free shipping except as the Promotional Offers Terms expressly state for a specific offer.
8.3 A Seller shall not offer free shipping independently and shall not represent shipping terms other than the terms the Platform states. Shipping terms for sales through the Platform are set by the Platform.
Article 9: Delivery Areas and Restrictions
9.1 The Platform ships within the United States. A Product may be restricted from shipment to a particular address by the Prohibited and Restricted Products Policy, the Live Animal Policy, or the Prescription Products Policy, including live animals, goods classified as hazardous materials, pesticide products restricted by a state, and prescription products.
9.2 An Order placed despite a restriction stated before purchase shall be declined before capture, in accordance with the Order Formation and Acceptance Policy, and shall not be fulfilled.
9.3 Service to post office boxes, APO and FPO addresses, and rural routes is determined by the Carrier. Where the Carrier cannot serve the address stated in the Order, the Order shall be declined before capture, or rerouted only with the Buyer's approval.
Article 10: Liability
10.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
10.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Buyer paid for the Order giving rise to the claim, or (b) one hundred dollars ($100).
10.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts owed for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
10.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 11: Indemnification
11.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document, including a shipment that does not conform to Article 4; (b) the Seller's Products and listings; (c) the Seller's violation of any law or of the rights of any person; and (d) taxes for which the Seller is responsible under the documents of the Company. The Buyer shall give the same indemnity, proportionately, for claims arising out of an incorrect delivery address the Buyer supplied and out of the Buyer's breach of this document.
11.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The indemnifying party shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The indemnifying party shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
11.3 Survival. This Article survives the termination of this document.
Article 12: Enforcement and Appeals
12.1 Investigation. The Company may investigate any suspected violation of this document. The Buyer and the Seller shall cooperate with an investigation and shall produce the records this document requires that party to keep.
12.2 Notice. If the Company determines that a party has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
12.3 Opportunity to cure. Where a violation is capable of cure, the party has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
12.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order; (d) suspend the Account, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
12.5 Seller disbursement hold. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
12.6 Appeal. A party may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
12.7 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 13: Term and Termination
13.1 Term. This document takes effect when the Buyer places an Order or the Seller is accepted to offer Products through the Platform, and continues until terminated under this Article.
13.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if a party materially breaches this document, engages in fraud, or becomes ineligible to participate.
13.3 Termination by the Buyer or the Seller. A party may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the party has no Order, booking, or investigation outstanding.
13.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, delivery, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
13.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 14: Dispute Resolution
14.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 15: General Provisions
15.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Buyer and the Seller at the email address in the Account. An amendment that materially increases a party's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If a party does not accept an amendment, that party's remedy is to terminate under Article 13 before the amendment takes effect.
15.2 Notices. (a) Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. (b) Notices to a party are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. Each party shall keep the email address in the Account current. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
15.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
15.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
15.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Buyer, and between the Company and the Seller, for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
15.6 Assignment. A Buyer or a Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the affected party.
15.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
15.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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