Shipping policy

 

1. Order Processing Time

All our orders are typically processed and shipped out within 5-15 business days. Processing times may be longer during busier periods (eg. holiday seasons, sales) or due to circumstance beyond our control (eg. postal strikes), and may at times extend up to 15 or more business days. Please be assured, we will process orders as quickly as possible!

After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.

Please allow up to 5 business day for the tracking information to update.

2. Shipping Address Changes

If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we unfortunately cannot alter the shipping address anymore. 

3. Shipping Methods, Costs, and Delivery Times

We offer FREE standard shipping on all orders.

The typical shipping methods and delivery times per region are represented by the following table:

Country or Region Standard
USA 2-21 Business days*
Canada 2-21 Business days
Europe 3-21 Business days
Australia 9-21 Business days

*Orders to Puerto Rico and Hawaii may take up to 40 business days.

Be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving or during sales and do not apply to all products. For the most accurate shipping estimates, please check the 'Shipping' section under the individual product's page.

Orders are sent out from one of our various global warehouse locations.

4. Shipping Restrictions

Sadly, we are unable to ship your order to a PO BOX or to a MILITARY ADDRESS.

5. Packages Damaged, Lost, or Missing While in Transit

If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email. We can contact the shipping company to investigate the issue.

If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.

If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.

6. Returns and Refunds

6.1 Return Due To Change of Mind

We will happily accept returns due to change of mind as long as the request is received by us within 14 days of you receiving the item.

The item must be returned to us in the original packaging, unopened, and unused.

The return shipping costs will be paid by the customer. Please note: returns may need to be sent back to one of our overseas warehouse at the expense of the customer. Once we receive the package, the refund will be processed and you will receive the full value of the product as a refund.

6.2 Warranty Returns

We provides a 30-day warranty period.

If you would like to issue a warranty claim, the claim should be submitted within 30 days of you receiving the package.

The return shipping will be pre-paid for by the customer, however, we will reimburse you once the warranty claim is successful.

Upon the acquirement of the package containing the products for the warranty claim, we will process your warranty claim within 7 days.

For our full Returns and Refunds policy, please consult this page.

7. Customer Service

For questions, support, problems, or warranty claims, please contact us by email at pamperedpupspetstore@gmail.com or hello@pampered-pups-pet-store.com