We hold every single customer in high regard. Our foremost priority is to ensure that the pet supplies you order are delivered to you as swiftly as possible. The following outlines the process of your order, from payment to delivery.
Note: Our orders only include product fees and shipping fees (if applicable). Our customers are not required to pay for import fees, duties, or VAT (Value-Added Tax).
Payment Confirmation
Once your order has been authorized and verified, we will promptly send you a confirmation email. This serves as an official acknowledgment that we have received and approved your order.
Order Processing
- Processing Time: For all countries, it generally takes 1 – 2 business days to process your order. Please keep in mind that holidays and weekends are not considered business days and are excluded from this timeframe.
Shipping
- Shipping Duration: Shipping your pet supplies typically takes approximately 7 to 14 business days to reach the destination, regardless of the country.
- Shipping Notification: When your order is shipped, we will send you an email notification that includes a tracking number. This allows you to keep track of your order’s journey.
- Shipping Fee: For all countries, we charge a shipping fee of 6.99 if the total order amount is less than 50. Orders totaling $50 or more qualify for free shipping.
Delivery
- Total Delivery Time: The time it takes for you to receive your order is the sum of the order processing time and the shipping time. For example, if you order a pet coat, it will require 1 – 2 business days for processing and then an additional 7 – 14 business days for shipping. Therefore, you can expect to receive your order within 8 – 16 business days, regardless of the country.
- Logistics Matching: Our system will automatically select the most suitable distribution logistics based on factors such as the sales platform, product size, and weight.
- PO Box Address: If the street address of your order contains “PO Box”, the system will review and make a judgment based on the delivery logistics you have chosen. 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.
Tracking Your Order Status
- Self-Tracking: You can track the status of your order independently. After your order leaves our warehouse, we will send you an email informing you that your package has been shipped, along with the tracking number.
- Tracking Updates: You should be able to see updates within 72 hours of receiving the shipping email. If you wish to track your order, simply click on “Track Order” for detailed information.
- No Update: In case there is no update, you can send us an email, and we will check the details for you.
Causes of Delay
Tracking updates may be delayed in the event of the following force majeure circumstances:
- Bad Weather: Heavy rain, tornadoes, floods, earthquakes, etc.
- Local Issues: Strikes, statutory holidays, major international conferences, etc.
- Peak Season Challenges: Shortage of flights and personnel during peak seasons, as well as other local factors.
Contact Information
If you have any questions or concerns, please don’t hesitate to get in touch with us.
- Address: UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
- Telephone: +852 68827386
- Email: [email protected]
- Working Hours: Monday – Friday, 08:00 – 17:00 (UTC+8)
On business days, we will respond to your inquiries within 24 hours.