Shipping Policy

1. Shipping Destinations

We currently ship orders to customers in the following regions:

• United States;
• Canada;
• Australia;
• Selected European countries.

If you are unsure whether we can ship to your location, please contact us before placing your order.

2. Order Processing Time

Most orders are processed within 1 to 3 business days after successful payment.

Processing time may be extended during holidays, promotional periods, inventory verification, address confirmation, product size checks, or other special order circumstances.

Please note that order processing time does not include shipping transit time.

3. Shipping Methods

We mainly use DHL to handle international shipping.

However, depending on product type, package size, warehouse arrangements, destination country, or local delivery conditions, we may choose other reliable carriers when appropriate.

Because some pet travel and in-car products, such as pet car seat covers, pet travel mats, and similar items, may be larger in size or require special packaging, we will select the shipping method we consider most suitable for the actual order situation.

4. Estimated Delivery Time

The estimated delivery times below are for general reference only. Actual delivery time may vary depending on destination, customs clearance, local carrier operations, weather, holidays, peak seasons, remote area delivery, and other factors beyond our direct control.

5. Shipping Fees

Shipping fees are calculated based on destination, order weight, package size, and other shipping-related factors.

Applicable shipping fees will be shown on the checkout page before you complete your order.

If we offer a free shipping promotion, the promotion details shown on the website or checkout page will apply.

Please note that some pet travel and in-car products may have different shipping fees due to larger size, heavier weight, or higher packaging requirements.

6. Tracking Information

After your order has been shipped, we will usually send you a shipping confirmation email containing tracking information.

You may also visit our Order Tracking page to check the latest shipping status.

Please note that after the package is handed over to the carrier, tracking information may take a short time to update.

7. Customs, Duties, and Import Fees

For international orders, duties, import taxes, VAT, handling fees, or similar charges may apply depending on the destination country.

Unless otherwise stated on our website, these fees are usually the responsibility of the customer.

We are not responsible for delays caused by customs clearance procedures.

8. Delivery Delays

Although we will do our best to help orders arrive on time, delivery dates are estimates only and are not guaranteed.

Delays may be caused by customs inspections, severe weather, transportation disruptions, peak seasons, carrier delays, incorrect address information, remote area delivery, package size restrictions, or other events beyond our control.

9. Incorrect Address and Failed Delivery

Please make sure your shipping address is complete and accurate before placing your order.

If an order cannot be delivered due to an incorrect or incomplete address, failed delivery attempts, refusal of delivery, or the recipient’s failure to cooperate with the carrier, any reshipment or refund will be handled based on the actual situation and shipping-related costs already incurred.

If a package is returned due to customer-related reasons, the original shipping fee, return shipping fee, reshipping fee, or other carrier charges may be deducted from any applicable refund, unless otherwise required by law.

10. Lost, Missing, or Damaged Packages

If your package appears to be lost, missing, or damaged during transit, please contact us as soon as possible.

To help us assist with the review, please provide your order number, tracking number, and clear photos or videos of the outer packaging, shipping label, and affected product.

We will do our best to assist you, review the situation with the carrier, and help find a suitable solution. However, the final handling result may depend on the carrier’s investigation and the actual circumstances.

11. Split Shipments

In some cases, items within the same order may be shipped separately for operational reasons, including product inventory, warehouse arrangements, package size restrictions, weight restrictions, or different warehouse shipping arrangements.

If this happens, you may receive separate tracking updates for different items.