Shipping policy
Shipping Policy
Last Updated: July 2, 2026
Thank you for shopping with PetHomeGoodsUSA. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.
We work to prepare each order carefully and provide clear shipping updates whenever tracking information is available.
1. Order Processing Time
Orders are typically processed after payment has been confirmed.
Most orders are prepared for shipment within 1–5 business days.
Orders placed on weekends or public holidays will begin processing on the next business day.
Before shipment, items may be reviewed, packed, and checked for order accuracy, product condition, included parts, manuals, accessories, or required components.
Processing time may be longer during high-volume periods, holidays, product restocks, supplier delays, or when an order requires additional review.
2. Estimated Delivery Time
Estimated delivery time begins after your order has been shipped, not from the date the order is placed.
For most orders, estimated delivery may take 7–15 business days after shipment, depending on the destination, carrier service, product type, and local delivery conditions.
Delivery times are estimates and are not guaranteed. Delays may occur due to carrier delays, weather, holidays, high order volume, incorrect address information, customs processing, or other circumstances outside our control.
If your order is delayed, we will do our best to help review the available tracking information.
3. Shipping Areas
Shipping availability may vary depending on the product, shipping address, carrier service, and order details.
Available shipping destinations and shipping options will be shown at checkout when applicable.
If we are unable to ship to your address, we may contact you by email to review the issue, update the shipping details, or cancel and refund the order if shipping cannot be completed.
4. Shipping Methods and Carriers
We work with available shipping carriers and logistics partners based on the destination, product type, package size, and service availability.
Carriers may vary by order and may include local, domestic, or international logistics providers.
A tracking number will be sent by email when your order has shipped and tracking information becomes available.
Please note that tracking updates may take some time to appear after the carrier receives the package.
5. Shipping Fees
Shipping fees, if any, will be shown at checkout before you complete your order.
From time to time, we may offer free shipping, promotional shipping, or limited-time shipping offers. Any available shipping discount will be displayed at checkout or on the relevant promotion page.
Shipping promotions may be subject to product exclusions, destination restrictions, minimum order requirements, or other conditions.
6. Customs Duties and Import Taxes
For orders shipped outside the United States, your order may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges required by the destination country.
These charges are not controlled by PetHomeGoodsUSA and are the responsibility of the customer unless otherwise stated at checkout.
Customs processing may also cause delivery delays.
We recommend checking your local import rules before placing an international order.
7. Incorrect or Incomplete Address
Please make sure your shipping address is complete and accurate before placing your order.
PetHomeGoodsUSA is not responsible for delays, failed delivery, returned packages, or lost packages caused by incorrect or incomplete address information provided by the customer.
If you notice an address mistake after placing your order, please contact us as soon as possible at:
We can only update the shipping address if the order has not yet been processed or shipped.
8. Lost, Delayed, or Stalled Packages
If your tracking has not updated for an extended period or your package appears delayed, please contact us at:
Please include your order number and tracking number if available.
We will help review the tracking information and, when appropriate, assist with the next steps. In some cases, the carrier may need additional time to complete delivery or investigate the shipment.
9. Damaged, Missing, or Incorrect Items
If your order arrives damaged, missing parts, or includes an incorrect item, please contact us as soon as possible at:
Please include:
Your order number
The email address used at checkout
Clear photos of the item
Clear photos of the packaging
Clear photos of the shipping label
A short description of the issue
After reviewing the information, we may offer a replacement, replacement part, exchange, refund, or another appropriate resolution depending on the situation.
10. Split Shipments
Some orders may ship in more than one package, especially if the order includes multiple products, large items, smart pet care products, accessories, or items fulfilled from different locations.
If your order ships separately, you may receive more than one tracking number.
Separate packages may arrive on different days.
11. Order Cancellations Before Shipment
If you need to cancel an order, please contact us as soon as possible at:
We can only cancel an order if it has not yet been processed or shipped.
If the order has already been shipped, it may need to be handled according to our Return & Refund Policy after delivery.
12. Contact Us
For shipping questions, tracking updates, delayed packages, damaged items, missing parts, incorrect orders, or delivery concerns, please contact us at:
PetHomeGoodsUSA
Email: support@pethomegoodsusa.com
Please include your order number and any relevant tracking details so we can review your request more accurately.