Shipping policy

🚚 SHIPPING & DELIVERY

We want your experience with PetLovesUs to be simple and transparent.
Below you’ll find everything you need to know about order processing, shipping times, tracking, and related policies.

📦 Order Processing

  • Orders are typically processed within 1–3 business days.

  • During high-volume periods or promotions, processing times may take slightly longer.

Once your order is processed, you’ll receive a confirmation email.

🌍 Shipping Locations

We ship orders from fulfillment partners and warehouses located in the United States, United Kingdom, and Hong Kong, depending on product availability.

In some cases, your order may ship from a different country to ensure timely fulfillment.

⏱ Estimated Delivery Times

  • Delivery time: approximately 7–14 business days

  • Delivery times do not include processing time

  • Weekends, public holidays, customs clearance, and carrier delays are not included

Please note that delivery times are estimates and may vary depending on your location and local postal services.

📮 Address Accuracy

Please ensure your shipping address is entered correctly at checkout.

  • If an address error is noticed, contact us within 24 hours of placing your order

  • Address changes cannot be guaranteed once an order has been shipped

PetLovesUs is not responsible for delivery issues caused by incorrect or incomplete addresses.

📍 Customs & Import Fees

Depending on your country, your order may be subject to customs duties, taxes, or import fees.

  • These charges are not included in the product price or shipping cost

  • Any applicable customs fees are the responsibility of the customer

📦 Tracking Information

  • A tracking number will be emailed once your order ships

  • Please allow 2–5 business days for tracking updates to appear

  • Check your spam or junk folder if you don’t see the tracking email

If tracking shows “No information available”, this usually means the carrier has not yet updated their system.

❓ Tracking Not Updating?

Some carriers take a few days to update tracking details.

If your order was placed more than 5 business days ago and tracking has not updated, please contact our support team.

📦 Lost or Delayed Packages

If your package is delayed or appears lost, please contact us and we’ll do our best to assist you.

PetLovesUs is not responsible for delays caused by carriers, customs, or local postal services.

❌ Order Cancellations

  • Orders can be cancelled within 6 hours of purchase

  • Once an order has been shipped, it can no longer be cancelled

To request a cancellation, email us with “CANCELLATION” in the subject line.

📩 Need Help?

If you have questions about shipping or your order, please visit our FAQ page or contact our support team.

We’re always happy to help 💙