Shipping Policy

Shipping Policy
This shipping policy describes the terms, conditions, procedures, and important information governing the delivery of all products ordered through our online store. All customers who place an order on this website accept and agree to be bound by the terms laid out within this shipping policy at the moment they submit their purchase. We encourage all customers to read this policy carefully before completing checkout, as it contains critical details about order processing timelines, delivery estimates, shipping coverage, customs responsibilities, delivery risks, address requirements, and procedures for missing, lost, or damaged shipments. All monetary values referenced across this policy are stated in United States Dollars, which is the single currency used for all transactions on our website.

Order Processing and Dispatch Timeline
After you successfully complete your checkout and your payment has been fully authorized and verified, your order enters our internal processing queue. Our standard order processing window is one to three business days. Business days exclude weekends and recognized public holidays. This processing window covers multiple necessary steps before your package is handed over to our international shipping carrier. The first step in processing is payment validation and fraud screening. Our system and support team review each transaction to protect both our customers and our business from fraudulent purchases, stolen payment details, and unauthorized orders. This security check is automatic in most cases, but some orders may require manual review, which can occasionally add a small amount of processing time. Once payment verification is complete, our warehouse team locates the items included in your order, performs a quality inspection of each product, confirms the correct quantity, and prepares your goods for packaging. Our packing team carefully packages all items to protect them during international transit. Pet toys and treats are packed in sturdy outer packaging to prevent tearing, crushing, moisture damage, or other harm during handling, sorting, and long-distance transport. Fragile items receive extra protective padding inside the parcel. After packing is finished, we generate shipping labels, complete all required customs documentation for international movement of goods, and hand your package to our contracted shipping carrier. Once the carrier receives your parcel, your order status updates, and a tracking number will be sent to the email address you entered at checkout. You can use this tracking number to monitor the movement of your shipment through every stage of transit. Please understand that the one to three business day processing period is separate from transit time. Processing time refers only to the work we complete within our warehouse before the carrier takes possession of your package. It does not include the days the carrier spends transporting your package to your delivery address.

Estimated Delivery Timeframe
Once your package has been dispatched from our warehouse to the shipping carrier, the estimated total transit time to your delivery address ranges from six to twelve business days. This delivery estimate is a projected timeline and is not a guaranteed delivery date. Many variables can affect international shipping speed, and while we work diligently to partner with reliable carriers to keep delivery times consistent, some circumstances may cause shipments to arrive outside of this estimated window. Factors that can impact transit duration include carrier sorting facility backlogs, peak seasonal shipping volumes, temporary local transportation disruptions, weather events, regional public safety events, customs inspection procedures, and unexpected delays in local last-mile delivery networks. When placing your order, please plan accordingly and allow for the full six to twelve day window, plus additional buffer time if you need the items by a specific date. We cannot guarantee arrival by a fixed date, and we are not liable for any inconvenience caused by delivery delays that originate from carrier operations or external events outside of our direct control. Once your package reaches your local delivery network, final delivery is managed by local courier partners in your destination country or region. Local delivery schedules, weekend delivery availability, and delivery notification practices vary by location, and these local service rules fall outside our direct oversight. We will provide tracking updates as made available by our carrier partners, but we cannot control the speed or operational decisions of local delivery services.

Global Free Shipping & Customs Responsibility
We are proud to offer worldwide free shipping on every order placed through our store. There are no shipping charges added to your checkout total, regardless of your country or region of residence. There is no minimum order value required to qualify for free shipping. Every purchase, large or small, ships with zero shipping fees for the customer. Beyond waiving shipping costs, we take full responsibility for all customs duties, import taxes, brokerage fees, and any other related import charges that may apply to your shipment when it enters your destination country. You, as the customer, will not receive any bills, invoices, or collection requests from customs authorities, brokers, or delivery carriers for import fees on your order. All tariff and customs-related costs are covered entirely by us. This is a core feature of our service designed to remove the hidden costs and uncertainty that many shoppers face when ordering goods from international online retailers. Many cross-border shopping experiences force customers to pay unexpected import taxes upon package delivery, which can add significant unplanned expense and frustration. We eliminate this burden for our customers. We prepare all required customs declaration paperwork accurately for every international shipment. Our documentation team correctly classifies our pet products and declares the necessary information for customs officials in destination countries. We work to ensure declarations comply with local import regulations in every country we ship to. In rare instances, customs authorities may select a package for extended inspection. This inspection is a standard random or targeted procedure and is not a reflection of any issue with your order. In the event of a customs hold or inspection, we will work directly with our carrier partners to resolve the situation and facilitate release of your package. We bear any costs that arise during this customs process. You will not need to contact customs offices, submit additional paperwork, or pay any money to secure your parcel’s release.

Delivery Address Requirements
It is your responsibility to enter your full, accurate, complete delivery address at checkout. Please double-check your street name, house or apartment number, postal or zip code, city, state or province, and country before submitting your order. Include apartment, unit, suite, or building identifiers if applicable. Incorrect, incomplete, misspelled, or outdated addresses are the most common cause of failed delivery, returned packages, or delivery delays. If you discover that you entered the wrong address immediately after placing your order, contact our customer service team as quickly as possible. We can attempt to update your address only if your order has not yet been dispatched to the carrier. Once the package has left our warehouse, address changes are often no longer possible, and we cannot reroute shipments at that stage. If a package cannot be delivered due to an invalid address and is returned to our facility, we will review the situation. In such cases, reshipping may require additional handling arrangements, and we reserve the right to handle these returns according to our customer service procedures. We strongly recommend using a physical street address for delivery. Some carriers have limitations delivering to PO boxes, and we cannot guarantee successful delivery to PO box addresses in all regions. If you only have a PO box available, please confirm local carrier acceptance before ordering.

Package Receipt, Missing & Damaged Shipments
When your package arrives, inspect the outer packaging for obvious signs of heavy damage, crushing, tearing, or water exposure. If your package arrives severely damaged and the contents inside are broken, destroyed, or missing items, you must contact our customer support team promptly. You will need to provide photographs of the exterior packaging and the damaged products inside for our investigation. Our team will assess your claim and advise you on available resolutions, which may include replacement or refund based on the details of the case. If tracking information shows that your package was marked as delivered by the carrier, but you never receive it, please follow these steps. First, check around your property, porches, entryways, mailboxes, and secure drop-off locations. Some couriers leave packages in hidden safe spots to prevent theft. Check with neighbors, building management, or household members who may have accepted the parcel on your behalf. After completing these checks, if the package is still unaccounted for, reach out to our customer service team with your order number and tracking number. We will open an investigation with our shipping carrier to trace the package. Carrier investigations for lost shipments take time to complete, and we will communicate updates to you as we receive them. We will work in good faith to resolve confirmed lost package situations in accordance with our policies. Please note that we cannot be responsible for packages that are stolen after the carrier successfully completes delivery to the address you provided. Once marked delivered by the carrier, the risk of loss or theft transfers to the customer. We encourage customers to arrange delivery to a secure location if porch piracy is a concern in your neighborhood.

Shipping Restrictions and Prohibited Regions
While we ship to most countries and territories around the world, there are a small number of locations where local import laws, shipping carrier limitations, trade regulations, or product restrictions prevent us from delivering our goods. If your location falls within a restricted shipping area, our website will notify you during checkout before you complete payment. We do not accept orders to locations where we cannot legally or practically fulfill delivery. Some of our pet treats have special import rules in certain jurisdictions, and we reserve the right to exclude treat shipments to regions with strict restrictions on edible pet imports. In such cases, only toy items may be available for purchase, or the entire product line may be unavailable for that destination. We update our restricted shipping list regularly to align with changing international trade rules and carrier service changes.

Carrier Selection
We reserve the right to select our shipping carrier for each order. The carrier assigned to your parcel will be chosen based on your destination country, package weight, product type, and operational availability. We do not offer customers the option to pick a specific shipping company for their order. All of our contracted carriers are vetted for reliability, international handling capability, and tracking support. We will always provide tracking information once the carrier takes possession of your package, regardless of which carrier fulfills the delivery.

Changes To This Shipping Policy
We reserve the right to update, modify, revise, or amend this shipping policy at any time without prior notice to customers. Any updates will be posted on this page of our website. Changes apply to orders placed after the revised policy goes live. We encourage customers to review this shipping policy each time before placing a new order. If any clause within this shipping policy is found to be unenforceable under applicable law, the remaining provisions of the policy remain fully valid and in effect.

Contact Information
If you have any questions, concerns, or requests related to shipping, delivery timelines, customs coverage, tracking, or shipment issues, please visit our Contact page to submit a message to our customer service team. Our support team will review your inquiry and respond during our standard support hours.