Shipping Terms

Payment Method

Logistics Terms

1. Shipping Cost: Free shipping for all pet product orders (no minimum purchase required, subject to the delivery address); for overweight or large pet products (such as pet beds, houses, cages), free shipping is also provided for most regions.
2. Order Processing Time: After your pet product order is successfully placed and confirmed, we will arrange the goods for shipment in the order of order receipt. The order processing and packaging time is about 3 working days (we will prioritize the delivery of fresh pet food and snacks). We provide shipping services on Saturdays, Sundays and national holidays, and the delivery time is not limited to regular working hours;
3. Estimated Delivery Time: The estimated delivery time for your pet goods (from order confirmation to receipt of goods) is about 7-10 working days, subject to the actual logistics status and your delivery address. For cross-border pet product delivery, the time may be appropriately extended according to customs clearance conditions;
4. Receipt and Signing Instructions:
   • When placing an order for pet products, please fill in the accurate and valid shipping address and a reachable contact phone number to ensure smooth delivery of pet goods (especially for perishable pet food and snacks);
   • Upon receiving the pet products, please inspect the outer packaging of the parcel on the spot for damage or tampering. Check whether the number of packages matches the order details and whether the shipping list is complete. Do not sign for the parcel before inspecting the packaging. If the outer packaging seal is damaged, torn or tampered with, you have the absolute right to refuse to sign for and receive the parcel;
   • If you are unable to sign for the pet goods in person, you may entrust a third party (family member, neighbor, property management, etc.) to sign for the parcel on your behalf. The authorized person must follow the above inspection and signing rules. The courier is only responsible for delivering the pet products to the designated shipping address, and any person at the address may sign for the parcel. The Company and the courier shall not be liable for failure to deliver the goods to a specific designated person.
    

Important Notes

• For security and logistics management reasons, your pet product order cannot be modified (including shipping address, contact information and product specifications) after it is confirmed and paid. Please carefully check and confirm all order information before placing your order, especially the type and specifications of pet food, snacks and health care products. We apologize for any inconvenience this may cause;
• For pet product orders that cannot be delivered due to incomplete or incorrect shipping information (e.g., unknown address, unreachable phone number), the logistics provider will retain the parcel for 5 working days. The Company will send you a notification email to request supplementary information. Please reply to the email or contact our customer service team to update your information within 5 days. If no reply or update is received within the specified period, the Company will arrange for the parcel to be returned to the warehouse and process a full refund for your order (excluding any additional fees incurred). For perishable pet food and snacks, we will handle the return and refund process as soon as possible to minimize your losses. We appreciate your understanding for any inconvenience caused by undeliverable orders.

Return & Refund Supplementary Rules

1. If the pet products you receive are defective, damaged (non-human caused) or do not meet the quality standards (especially for pet food, snacks with quality problems), you may apply for a full refund in accordance with the Company's Return & Exchange Policy;
2. The specific return and refund methods, conditions and procedures for individual pet products (such as pet food, snacks, health care products, pet beds) shall be subject to the product description on the sales page and the relevant prompts during the order process;
3. Returned pet products must be kept in the original shipping condition, with all products, gifts, accessories, packaging materials and accompanying documents (invoices, manuals, warranty cards, etc.) intact and complete. For pet food, snacks and other consumable products, the product must be unopened and unused. If a physical invoice was issued for your order, the original invoice must be returned together with the pet goods. You shall sign and complete any relevant documents (such as credit notes) required by applicable laws and regulations. The Company reserves the right to refuse your return or refund request if the returned pet products do not meet the above conditions;
4. You understand and agree that in the event of a return, exchange or refund request for pet products (initiated by you or due to the Company's inability to accept all or part of your order, or the cancellation or invalidation of the sales contract for any reason), the Company shall process and issue all relevant documents (including invoices, credit notes and tax documents) required by applicable laws and regulations on your behalf.

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