Shipping policy
At PAU USA, our goal is to provide ultra fast shipping combined with detail & precision so your order is received quickly without any errors or problems. Simply put, our goal is to meet and exceed your every need, and our staff at PAU USA will provide maximum effort to make sure every order placed with us is priority number one.
Please read below regarding our shipping policies and information, as this is the best area to peruse in order to make sure your shipping needs and questions are met in full.
Customer Shipping Information
PAU USA provides the customer the ability to utilize multiple shipping & billing addresses, based upon what fits your current needs. Whether inputted by the customer or our staff, the customer is ultimately responsible to maintain and update any new address changes, as PAU USA cannot / will not be held liable for orders being shipped to an incorrect address.
Customer Address via PayPal Payments
In regards to payment via PayPal method, the address listed within your PayPal account will not be used as a valid shipping address, as our system utilizes the shipping address selected (by the customer) during the checkout phase when placing an order.
It is the customer’s sole responsibility to update PAU USA (or update the customer account) of any address differences before an order ships. All orders placed through us are shipped via the customers address within our data base, which has been inputted via the customer, or at the request of the customer through our customer service department.
Estimated Delivery Times
Estimated delivery of your order can vary greatly depending upon your location and what shipping method you choose. Estimated delivery time is usually 3 - 5 business days for standard shipping (first class mail, ground shipping), and 2-3 business day for expedited shipping (priority mail, 2 Day Air UPS).
We do our very best to ship your order the same day we receive it, and although not guaranteed, our shipping team will work hard to ship your order same day, or the following business day, once your order has been received.
Lost Orders - Domestic
If you feel that your order(s) have been lost in transit, please contact our customer service department with your order number(s) for direct assistance. Depending upon the carrier, we can initiate a trace for you and determine what may be the problem with your delivery.
In the case of most lost or delayed orders, a simple trace can be filed via the noted carrier. This trace option usually takes a few days to process, and our staff will keep the customer up to speed regarding any updates the carrier has to offer.
Please be aware that even though most traces are resolved within a matter of a few days, PAU USA cannot be held liable for delays of this nature, as this issue is outside of our control. However, our team will do everything we are able to rectify this matter in due time, so please allow us to process this problem based upon our resources at hand.
Lost Orders - International
For international orders that have encountered a delay, please note our team can process a trace for you based upon the shipping method chosen, with the sole exception of 1st Class International Mail.
Due to the fact that 1st Class International Mail does not use an active tracking number, our team is unable to file a trace via this method, and the customer will be required to wait a total of (60) days before alternate options can be explored via insured parcels only.
If a trace is requested based upon the customers parcel (excluding 1st Class International Mail), our staff will happily file a trace via the carrier and keep the customer up to speed based upon any relevant updates via the carrier.
Due to multiple factors outside of our control, please be aware that a trace can take several weeks to complete, as these processes involve communication between (2) differing countries. We will do the very best we can to resolve matters as rapidly as possible, so please be patient with us as we exhaust all resources to make sure your parcel is recovered.