Shipping Policy

Order Processing Time

1. All orders are processed within 1-3 business days (Monday to Friday) after payment confirmation and order verification. We do not process orders on weekends or U.S. federal holidays (e.g., Christmas, Thanksgiving, Independence Day).
2. Processing time may be extended during peak shopping periods (e.g., Black Friday, Cyber Monday, holiday season) due to high order volume. We will notify you via email if there is a delay in processing your order.
3. We may verify your order information (e.g., shipping address, payment details) to prevent fraudulent activity, which may cause a slight delay in processing. We will contact you if additional information is needed to verify your order.

Shipping Methods & Delivery Times

1. Standard Shipping
   • Carrier: U.S. Postal Service (USPS) or United Parcel Service (UPS) Ground
   • Delivery Time: 3-7 business days for most continental U.S. locations; 5-10 business days for Alaska, Hawaii, and Puerto Rico
   • Eligibility: All pet products (pet beds, pet toys, pulling ropes)
   
   
2. Expedited Shipping
   • Carrier: UPS 2nd Day Air or USPS Priority Mail Express
   • Delivery Time: 2-3 business days for continental U.S. locations (Alaska, Hawaii, and Puerto Rico are not eligible for expedited shipping)
   • Eligibility: All pet products except oversized pet beds (clearly indicated on the product page)
   
   

Shipping Costs

1. Standard Shipping Costs: Calculated at checkout based on the total weight of your order and your shipping destination (continental U.S., Alaska/Hawaii, Puerto Rico). Shipping costs are displayed on the checkout page before you complete your order.
2. Expedited Shipping Costs: Higher than standard shipping, and calculated at checkout based on order weight and continental U.S. destination. Expedited shipping is not available for Alaska, Hawaii, or Puerto Rico.
3. Free Shipping: We may offer free standard shipping for orders over a specified minimum purchase amount (USD) for continental U.S. locations. Free shipping offers are subject to change and are clearly indicated on our website or product pages. Free shipping is not available for Alaska, Hawaii, Puerto Rico, or expedited shipping.

Shipping Address

1. You are responsible for providing a complete, accurate, and valid shipping address at checkout, including street name, house/apartment number, city, state, ZIP code, and phone number. We are not responsible for shipping delays, non-delivery, or lost packages caused by incorrect or incomplete shipping information.
2. If a package is returned to us due to an incorrect shipping address, you will be responsible for paying the additional shipping cost to reship the package to the correct address. We will contact you via email to confirm the correct address before reshipping.
3. We cannot change the shipping address of an order after it has been processed or shipped. If you need to update your shipping address, contact our customer service team within 24 hours of placing your order (see FAQ for order modification details).

Order Tracking

1. Once your order is shipped, we will send a shipping confirmation email to the email address you provided at checkout. This email includes a unique tracking number and a link to the shipping carrier’s website.
2. You can use the tracking number to monitor the status of your order, including when it is in transit, out for delivery, and delivered. Tracking information may take 24-48 hours to update on the shipping carrier’s website after the order is shipped.
3. If you do not receive a shipping confirmation email within 3 business days of placing your order (excluding weekends/holidays), check your spam/junk folder first, then contact our customer service team for assistance.

Shipping Delays & Issues

1. We make every reasonable effort to ensure that your order is shipped and delivered on time, but we are not liable for shipping delays caused by factors beyond our control, including:
   • Severe weather conditions (e.g., hurricanes, snowstorms, tornadoes)
   • Natural disasters, labor strikes, or civil unrest
   • Shipping carrier delays or service disruptions
   • U.S. federal holidays or carrier service closures
   • Incorrect shipping information provided by the customer
   
   
2. If your order is not delivered within the estimated delivery time, contact our customer service team with your order number and tracking number, and we will assist you in investigating the issue with the shipping carrier.

Lost, Stolen, or Damaged Packages

1. Lost/Stolen Packages: If your order is marked as "delivered" by the shipping carrier but you have not received it, or if it is lost in transit, contact the shipping carrier directly to file a claim. We will provide all necessary order information to assist with your claim. We are not responsible for lost or stolen packages once they are marked as delivered by the shipping carrier.
2. Damaged Packages/Products: If you receive a package that is damaged in transit, or a product that is defective/damaged (not due to pet use), contact our customer service team immediately with photos of the damage. We will assist you with filing a claim with the shipping carrier and process a replacement or refund per our Return & Exchange Policy.

Oversized & Heavy Products