Shipping Policy

This Shipping Policy outlines all terms and conditions governing order processing, shipment, delivery timelines, shipping costs, customs and duty responsibility, delivery exceptions, tracking, and related logistics matters for all orders placed through our website. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to all provisions contained within this Shipping Policy. We reserve the right to revise and update this Shipping Policy at any time, and any changes will take effect immediately upon publication on our website. It is your responsibility to review this Shipping Policy periodically before placing new orders to ensure you are familiar with the current terms.

Order processing refers to the period of time between the moment we receive your confirmed order and the moment your package is handed over to our shipping carrier for transit. All orders are processed within one to three business days after successful payment verification. Business days do not include weekends or official public holidays. During periods of high order volume, promotional events, seasonal shopping peaks, or temporary operational disruptions, processing times may occasionally extend slightly beyond our standard one to three-day window. If a significant delay in processing your order is anticipated, our customer support team will attempt to notify you via the contact information you provided during checkout. Once your order has been fully processed and dispatched, we will send you a shipping confirmation email containing your unique package tracking number, allowing you to monitor the progress of your shipment online.

We provide worldwide free shipping for every order placed on our website. There is no minimum order value required to qualify for free shipping benefits. We bear all shipping transportation fees, and we also take full responsibility for all applicable customs duties, import taxes, and related customs clearance charges for your shipment. You will not be required to pay any additional fees, taxes, or duties at the time of delivery. All costs associated with moving your package from our warehouse to your designated delivery address are covered by us. We handle customs documentation preparation and clearance procedures to the fullest extent possible to reduce the risk of hold-ups at border checkpoints. While we manage all duty payments and customs paperwork, please understand that local customs authorities retain the authority to inspect packages, and in rare circumstances, inspections may create minor delays to delivery timelines.

Estimated delivery time after shipment ranges from six to twelve business days. This estimate combines carrier transit time and customs clearance processing. Delivery timelines are estimates only and are not guaranteed delivery dates. Many factors outside of our direct control can impact delivery speed, including local postal service performance, customs inspection schedules, severe weather events, regional transportation disruptions, public holidays, and logistical capacity constraints in your destination region. While the vast majority of our shipments arrive within the six to twelve-day window, we cannot be held liable for delays caused by events or agencies outside our reasonable control. We strongly recommend placing your pet food and supply orders in advance to avoid running low on your pet’s essential nutrition.

All transactions on our website are settled in United States Dollars. Currency conversion charges that may be applied by your bank or card issuer are outside of our control and are the sole responsibility of the customer. Our checkout system will display all pricing in USD, and there are no hidden surcharges added to your order total at any stage of purchase.

When entering your shipping address during checkout, you are responsible for submitting complete, accurate, and correct delivery information. This includes your full legal name, street address, apartment or unit number, postal or zip code, city, state, and country. If you provide incomplete, incorrect, outdated, or misspelled address details, this may lead to delivery failure, package rerouting, return to sender, or loss of your shipment. In the event that a package is returned to us due to an address error provided by you, we may require additional fees to reship the item, or we may process a refund according to our Refund Policy, less any return shipping costs incurred. We are not responsible for packages delivered to the address you entered during checkout, even if the address was entered incorrectly.

If your tracking information shows that your package has been marked as delivered, but you have not received your parcel, please first check around your property, with neighbors, building management, or local mail carrier, as packages are often left in secure locations or handed to building staff. Please contact our support team through our Contact page to report a missing delivered package within a reasonable timeframe after the delivery scan appears. We will work with the shipping carrier to investigate the status of your package. Lost package claims require cooperation from both the customer and the shipping provider, and investigations can take additional time to complete.

Certain restrictions apply to shipments to remote regions, military addresses, and some island territories. While we make every effort to ship to nearly every country globally, a small number of jurisdictions have import regulations that prohibit pet food or pet related goods from entering the territory. Before placing an order, it is your responsibility to confirm that pet food and pet supplies can be legally imported into your country of residence. We are not liable for packages seized, confiscated, or destroyed by local government agencies due to local import laws, quarantine rules, or product bans in your destination country. If such a seizure occurs, we will review each situation individually to determine eligibility for refund or reshipment.

Damaged packages must be reported promptly after delivery. If your package arrives with broken packaging, leaking contents, or damaged products, please retain all packaging materials and take clear photographs of the exterior box and damaged items, then submit a support request through our Contact page. We will review your photos and details to decide whether to arrange a replacement shipment or process a refund for damaged goods. We cannot approve damage claims submitted long after your package was delivered, as we are unable to verify the condition of items once they have been in your possession for an extended period.

We reserve the right to cancel or refuse any order at our sole discretion. Common reasons for order cancellation include suspected fraudulent payment activity, invalid shipping address, product stock depletion, regulatory shipping restrictions, or repeated violations of our website terms. If we cancel your order before shipment, we will issue a full refund of the amount you paid. We will notify you of the cancellation through the email address you used at checkout.

This Shipping Policy works alongside our Refund Policy, Privacy Policy, Customer Service Policy, Terms Of Purchase, and Terms Of Use. Any return of received goods must follow the rules laid out within our Refund Policy. If you have any questions about shipping timelines, customs procedures, tracking, or delivery requirements, please reach out to our support team via our Contact page.