1. PAYMENT CONFIRMATION
Once your order is authorized and verified, we promptly send a confirmation email. This serves as official acknowledgment that your order has been successfully placed and is entering the initial processing stage.
2. PROCESSING TIME
For all countries, processing typically takes 1–2 business days (excluding holidays and weekends). During this period, our dedicated team meticulously prepares your pet supplies—including beds, toys, grooming tools, and nutritional products—for shipment, ensuring each item meets quality standards prior to dispatch.
3. SHIPPING DETAILS
- Shipping Duration: Regardless of destination, shipping usually takes 7–14 business days. A tracking number is provided via email once your order is en route, enabling real-time shipment monitoring.
- Shipping Fees: Free Shipping Worldwide.
- Note: Order charges cover product costs and shipping fees (if applicable). Customers are not responsible for import fees, duties, or VAT.
4. TOTAL DELIVERY TIME
The total delivery time is the sum of processing and shipping durations. For example, an order requires 1–2 business days for processing plus 7–14 business days for shipping, resulting in an estimated delivery window of 8–16 business days for all countries.
5. LOGISTICS MATCHING
Our system automatically selects optimal logistics based on the sales platform, item size/weight (e.g., large dog beds vs. small cat toys), and delivery address. If your address includes a “PO Box,” the system reviews compatibility with chosen logistics. If the selected method cannot deliver to a PO Box, the order may be flagged as abnormal, and our customer service team will contact you promptly to modify the address or cancel the order.
6. TRACKING YOUR ORDER
- Self-Tracking: After dispatch, we email a shipping notification with a tracking number. Updates typically appear within 72 hours of receiving this email.
- Tracking Methods: Use the “Track Order” feature on our website for detailed information. If no updates are visible, contact us via email for assistance.
7. CAUSES OF DELAY
Tracking updates may be delayed due to force majeure circumstances, including:
- Weather Disruptions: Heavy rain, tornadoes, floods, earthquakes, etc.
- Local Factors: Strikes, statutory holidays, major international conferences, or other regional events.
- Peak Season Challenges: Flight/personnel shortages during peak seasons (e.g., holiday shopping rushes) or local logistical constraints.
8. CONTACT US
For shipping policy inquiries or order concerns, reach out to:
Address: RM.517 NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG
Telephone: +852 71650818
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)