We deeply cherish each and every one of our customers. Our foremost priority is ensuring that your pet supplies are delivered to you as swiftly as possible. The following details the journey 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 any importing fees, duties, or VAT (Value-Added Tax).

1. Payment Confirmation

Once your order has been authorized and verified, a confirmation email will be promptly sent to you. This serves as an acknowledgment that we have received and are processing your order.

2. Order Processing

Typically, it takes 1 – 2 business days to process your order, regardless of the destination country. Please keep in mind that holidays and weekends are not counted as business days. During this time, our team is carefully preparing your pet supplies for shipment, ensuring quality and accuracy.

3. Shipping

Shipping Duration

Shipping generally takes approximately 7 to 14 business days to reach its destination, applicable to all countries. We understand that you’re eager to receive your pet items, and we strive to keep this timeframe as short as possible.

Shipping Fee

  • For orders with a total amount less than 69,wechargeaflatshippingfeeof6.99 for all countries.
  • We offer free shipping on orders that total $69 or more, providing you with even greater value for your pet care purchases.

Tracking Number

When your order is shipped, we will send you an email notification that includes a tracking number. This allows you to monitor the progress of your delivery and know exactly when to expect your pet supplies.

4. Delivery

Total Delivery Time

Please note that 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 generally expect to receive it within 8 – 16 business days, regardless of the country.

Logistics Matching

Our system automatically selects the most suitable distribution logistics based on factors such as the sales platform, product size, and weight. This ensures that your pet supplies are handled and transported in the most efficient and secure manner.

PO Box Address Handling

If the street address of your order contains “PO Box”, our 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 a “PO Box”, the system will flag the order as abnormal. In such cases, our customer service staff will promptly notify you to either modify the address or cancel the order.

5. Track Order Status

Self-Tracking

You have the ability to track your order status independently. After your order leaves our warehouse, we will send you an email informing you that your package has been shipped, along with the order’s tracking number. You can expect to see updates within 72 hours of receiving this email.

Tracking Methods

  • To track your order, simply click on the “Track Order” option on our website for real-time information.
  • If there are no updates or you encounter any issues, feel free to send us an email. Our team will check the details and provide you with the necessary information.

6. Causes of Delay

Tracking updates may be delayed due to unforeseen force majeure events, including but not limited to:

  • Adverse Weather Conditions: Heavy rain, tornadoes, floods, earthquakes, etc., can disrupt transportation networks and cause delays in delivery.
  • Local Disruptions: Strikes, statutory holidays, major international conferences, and other local events can impact shipping schedules.
  • Peak Season Challenges: Shortages of flights and personnel during peak seasons, as well as other local factors, may lead to delays in the delivery of your pet supplies.

7. Contact Us

If you have any questions or concerns regarding our shipping policy or your order, please don’t hesitate to get in touch with us.

  • Address: 807A, 8/F, TWO HARBOURFRONT 22 TAK FUNG ST HUNG HOM HONG KONG
  • Telephone: +852 89481385
  • Email: [email protected]
  • Working Hours: Monday – Friday, 08:00 – 17:00 (UTC+8)

On business days, we aim to respond to your inquiries within 24 hours, ensuring that you receive the support you need for a seamless shopping experience for your beloved pets.