We hold every single customer in high regard. Our foremost priority is to ensure that your pet supplies are delivered to you as swiftly as possible.
Important Note: Our orders only include product fees and shipping fees (if applicable). Customers are not required to pay for import fees, duties, or VAT (Value-Added Tax).
1. Payment Confirmation
Once your order has been authorized and verified, we will promptly send a confirmation email to the email address you provided.
2. Order Processing
For all countries, it generally takes 1 – 2 business days to process your order. Please keep in mind that holidays and weekends are not counted as business days.
3. Shipping Methods, Times, Rates & Destinations
To provide the best service, we offer multiple shipping methods tailored to your location. Our system automatically selects the most suitable logistics based on the sales platform, product size, and weight.
| Shipping Method | Estimated Delivery Time | Shipping Fees | Eligible Destinations |
|---|---|---|---|
| Standard International | 7 – 14 business days | Free Shipping | United States, Europe |
Local Market Advantage: To ensure the fastest possible delivery and reduce customs delays, we have strategically established local fulfillment centers in key markets (primarily the US and Europe). If you reside in one of the listed local regions, your order will be shipped from the nearest local warehouse. This guarantees significantly faster transit times, lower shipping costs, and zero customs issues for pet parents in these areas.
4. PO Box Notice
If the street address in your order contains “PO Box”, the system will review and make a judgment according to the delivery logistics you have chosen. Please note that Local Warehouse Express and Express Courier cannot deliver to PO Box addresses. If the selected logistics method cannot deliver to an address with “PO Box”, the system will flag the order as abnormal. Our customer service staff will then notify you to either modify the address or cancel the order.
5. Tracking Your Order Status
You can track your order status independently. After your order leaves our warehouse, we will send you an email informing you that your package has been shipped, along with the order’s tracking number. You should be able to see updates within 72 hours of receiving this email.
If you wish to track your order, simply click on “Track Order” for detailed information. In case there are no updates, you can send us an email, and we will check the details for you.
6. Causes of Delivery Delays
Tracking updates may be delayed in the event of the following force majeure circumstances:
- Adverse Weather Conditions: Such as heavy rain, tornadoes, floods, earthquakes, etc.
- Local Disruptions: Including strikes, statutory holidays, major international conferences, etc.
- Peak-Season Shortages: Lack of flights and personnel during peak seasons, as well as other local issues.
7. Contact Information
Should you have any questions or concerns, please do not hesitate to get in touch with us.
On business days, we guarantee to respond to you within 24 hours.
Address: 30 N Gould St Suite N, Sheridan, WY 82801 USA
Telephone: +1 8384523951
Email: [email protected]
Working Hours: Monday – Friday, 08:00 – 17:00 (UTC+8)