ORDER CONFIRMATION

Upon placing your order, an email confirmation will be dispatched containing comprehensive details of your ordered items and shipping particulars. Kindly review these details closely (including country, street number, company name, unit, etc.) and promptly notify us of any errors. If the confirmation email does not appear within 24 hours, we suggest checking your spam folder before reaching out to us.

SHIPPING

Express delivery coverage: Worldwide

We collaborate with a variety of shipping logistics providers, including DHL, UPS, THT, FedEx, Wanb, EMS, YunExpress, and Yanwen.

While we make every effort to process orders within 1-3 business days, this timeline might extend during peak periods, such as holiday seasons or significant sales events.

Upon dispatch of your order, you will receive an email notification complete with a tracking number.

SHIPPING METHOD	SHIPPING TIME	SHIPPING COSTS
Standard Shipping	Within 6-14 business days	$4 USD / Free over $70 USD
Express Shipping	Within 4-9 business days	starting at $20 USD

Please be aware that delivery might take longer during peak periods or in cases where your parcel undergoes customs inspection. In specific circumstances, a delay of up to 5 business days can be anticipated. While we strive to ensure timely delivery, we cannot accept responsibility for delays resulting from circumstances beyond our control.

TRACKING

After successfully placing your order, an Order Acknowledgement email will verify your order details. Following shipment, you will receive a Shipment Confirmation email containing your order number, carrier information, order placement date and time, order status, and package tracking numbers for dispatched items. Tracking can be initiated on the official website of the designated carrier after a 24-hour period.

Subsequent to arriving in your country, your local postal services will assume responsibility for your parcel. Consequently, you can track your package on the local postal services' website using the same tracking number. If tracking indicates failed delivery for any reason, please initially contact your local post office for further insights. Given their handling of your parcel, they possess information we may not have.

Should you experience difficulties tracking your parcel, please reach out to us at customer@petsareframily.com. We are eager to offer assistance.

Kindly note that tracking remains active for 60 days; thus, we regret our inability to assist beyond this timeframe.

DELIVERY

We take comprehensive precautions to prevent product damage during transit. In the event that an item arrives damaged, please promptly contact us within 3 business days of receiving your shipment at customer@petsareframily.com.

Should your order sustain damage during transit, please send us a photograph for reference.

If feasible, document any delivery-related issues (e.g., damaged or wet packaging, torn or bent products) with the carrier upon receiving your order.

CHANGE OF SHIPPING ADDRESS

If your order is headed to an incorrect address, kindly inform us at customer@petsareframily.com at your earliest convenience.

COVID-19 (CORONAVIRUS)

Delivery times are gradually returning to normal. However, certain destinations continue to experience transit and delivery delays despite our best efforts. This renders the subsequent estimated delivery schedule subject to your country's current circumstances. Notably, many postal services still grapple with delays due to factors such as limited airline capacity, government regulations, safety protocols, employee absences, customs procedures, and the increased volume of packages due to the pandemic. Despite these challenges, postal services are diligently working to manage the collection, processing, and delivery of mail and parcels.

NOTES

In cases of force majeure, order processing might experience delays. However, we commit to expedite processing as weather conditions permit.

Your order will be dispatched to the address provided during checkout. If a package is returned due to an incorrect or incomplete address, reshipment will necessitate your coverage of the associated expenses.

For returns unrelated to product quality issues, you are responsible for the shipping fee.

We extend our sincere gratitude for your patience, understanding, and support during these challenging times. Your cooperation is truly valued!