Shipping Policy

Last updated: November 01, 2026

We ship from China to pet parents worldwide. This page explains how long your order takes to leave our warehouse, how long delivery takes, what it costs, and what to do if something goes wrong in transit.

1. Order processing

• Orders are packed and handed to the carrier within 1–2 business days after payment is confirmed (Monday to Saturday, excluding public holidays).
• Orders placed after 5:00 PM (GMT+8) are treated as the next business day.
• Your tracking number is emailed as soon as the parcel is scanned, and tracking usually becomes visible online within 24–72 hours of that scan.

2. Delivery estimates

Estimated transit time after dispatch:

These are typical delivery times, not guarantees. Weather, customs clearance, carrier backlogs and peak seasons (such as Q4 holidays) can extend them. Delivery estimates begin when the parcel leaves our warehouse, not on the day you order.

3. Shipping rates

• Free standard shipping on orders over $35 (after discounts, before taxes).
• Standard shipping: a flat rate of $4.99 on orders below the free-shipping threshold — the exact amount is shown at checkout before you pay.
• Express shipping: $12.99 where available.

4. Carriers and tracking

We work with a mix of international carriers and local last-mile partners (such as USPS, UPS, FedEx, DHL, YunExpress, 4PX and regional postal services). The carrier is selected automatically based on your destination, weight and service level. You can follow your parcel with the tracking link in your shipping email, or on our Track My Order page.

5. Customs, duties and taxes

Because orders ship from China, parcels destined outside our fulfilment country may be assessed import duties, VAT/GST or customs handling fees by your local authorities.

• Prices on our site do not include import duties or local taxes unless stated at checkout.
• Any duty or tax assessed by customs is the responsibility of the recipient, and is normally collected by the carrier on delivery.
• We prepare customs documentation accurately and will help with any paperwork your customs office requests.
• If a parcel is refused or abandoned because duties were not paid, we can refund the item value once the parcel is returned to us, minus the original shipping cost.

6. Delivery addresses

• Please check your address carefully at checkout — including apartment, unit and ZIP/postal code. We cannot redirect a parcel once it has entered the carrier network.
• We ship to residential and business addresses, and to PO Boxes and APO/FPO addresses where the carrier supports them.
• If a parcel is returned to us as undeliverable because of an incorrect or incomplete address, we can reship it once the correct address is confirmed; reshipping costs are the customer’s responsibility unless the error was ours.

7. Delayed, lost or damaged parcels

• No tracking movement for 7 business days: contact us and we will investigate with the carrier.
• Confirmed lost in transit: we send a free replacement or a full refund, your choice.
• Arrived damaged: report it within 7 days with photos of the item and the outer packaging, and we will replace or refund it. See our Return & Refund Policy.
• Marked delivered but not received: check with neighbours, your building reception and around your doorway first; then contact us within 30 days so we can open a carrier investigation while the claim window is open.

8. Split shipments

If your order contains items from different warehouses, or an item is temporarily out of stock, we may ship it in more than one parcel at no extra cost. Each parcel gets its own tracking number, and no additional customs threshold applies to the separate parcels.

9. Questions

Email Geherros@outlook.com or WhatsApp +86 186 7743 8156 (Monday – Saturday, 9:00 AM – 9:00 PM (GMT+8)). We reply within 24 hours on business days.