Shipping policy

SHIPPING POLICY

Thank you for shopping at PetPals! We are dedicated to delivering high-quality pet essentials right to your doorstep. Please review our shipping policy below to understand our timelines and processes.

1. Order Processing Time

All orders undergo a strict quality control inspection and custom packaging process at our fulfillment centers before being dispatched.

  • Processing Time: Please allow 2 to 5 business days for your order to be prepared, packed, and handed over to the shipping carrier.

  • You will receive a notification email with a tracking link as soon as your package is on its way.

2. Estimated Shipping Time

Once your order has been processed and shipped, our estimated delivery windows are as follows:

  • United States & Canada: 7 - 15 business days

  • United Kingdom & Europe: 7 - 14 business days

  • Australia & New Zealand: 10 - 18 business days

Please note: Total Delivery Time = Processing Time + Shipping Time.

3. Why Unexpected Delays Can Occur (Important Notice)

We do everything in our power to ensure your order arrives as quickly as possible. However, because we ship our premium items directly from global fulfillment hubs to keep prices competitive, certain factors may occasionally cause packages to take longer than estimated:

  • Customs Clearance & Border Inspection: International packages must clear customs regulations in your destination country. Random customs hold-ups or intensive security screenings can occasionally add 3 to 7 business days to the timeline. This process is completely legal, standard, and unfortunately out of our direct control.

  • High Demand & Peak Seasons: During major holidays, global sales events, or viral product drops, logistics hubs and local postal services (such as USPS or Canada Post) face extreme volumes, which can create sorting bottlenecks.

  • Logistical Disruptions: Severe weather conditions, airline transit delays, or local courier routing issues may sometimes temporarily pause tracking updates.

4. Tracking & Delivery Insurance

Every order is shipped with secure, trackable shipping. Please allow 24-48 hours after receiving your tracking number for the system to update. If your tracking details haven't updated in a few days, please do not panic—your package is still safely in transit.

5. Our Guarantee & Support

If your package has not arrived within 35 business days from your original purchase date, we consider it a logistics anomaly. In this rare event, please contact our support team at dohoangphongbg2005@gmail.com (nhớ thay email thật của mày vào đây). We will launch a formal investigation with the carrier and immediately arrange a free replacement or a full refund.