Shipping & Delivery Policy
This store-wide policy explains regional delivery estimates, tracking, customs, address rules and what to do when an order does not arrive as expected.
Estimated regional delivery times
These ranges are store delivery estimates under normal carrier and customs conditions, not guaranteed arrival dates. They describe expected delivery after dispatch and do not create a guaranteed order-processing or dispatch time. Product availability, public holidays, customs and address checks can extend delivery.
| Destination | Estimated delivery | Important note |
|---|---|---|
| United States and Canada | 2–5 business days | Remote areas and carrier disruption may take longer. |
| Europe | About 7–12 business days | Customs and local hand-off can extend delivery. |
| Oceania, including Australia and New Zealand | About 7–15 business days | Remote islands and local hand-off can take longer. |
| East Asia | 4–7 days | Customs or cross-border hand-off may add time. |
| Southeast Asia | 5–10 days | Customs or cross-border hand-off may add time. |
| Other Asian destinations | 7–15 days | Confirm local import requirements before ordering. |
| Other destinations | Contact Order Support for an estimate | Timing depends on the destination and available route. |
Processing and dispatch
Processing begins after payment, stock and address checks. The regional table is not a guaranteed dispatch date. A tracking number is provided when the carrier makes one available.
Tracking and customs
International parcels may pass through consolidation and customs. A second international or local tracking number can appear after clearance, and scans may pause between networks. Destination authorities may collect duties, taxes or handling charges that were not collected at checkout.
Address changes
Check the recipient name, full address, email, telephone number and any required tax identifier before placing the order. Contact Order Support immediately if something is wrong before dispatch. Once the order has been dispatched, we cannot change, reroute or intercept the parcel. Any request made directly to the carrier is outside our control and cannot be guaranteed.
Delays, missing parcels and damage
Customs inspections, required documents or fees, severe weather, carrier disruption, public holidays, peak shopping periods and incomplete recipient information can delay an order. If the estimated window has passed, tracking stops updating, or delivery is marked complete but the parcel is missing, contact us with the order number and tracking number so the carrier route can be investigated.
For a damaged, incorrect or apparently compromised item, contact us promptly and include clear photographs of the outer parcel, shipping label and product. Do not discard the packaging until support confirms the next step. Available remedies depend on the investigation and mandatory consumer rights in the destination.
No voluntary change-of-mind returns
We do not offer voluntary returns or exchanges because a customer has changed their mind. Our catalogue includes products intended for animal ingestion and care. Once an order has been delivered, we cannot verify its seal integrity, storage conditions, temperature or moisture exposure, or handling history. For animal safety and product-quality control, returned consumable products cannot be placed back into saleable stock.
This policy does not limit any consumer right that cannot be excluded under applicable law. If an item arrives damaged, defective, unsafe, materially different from what you ordered, is incorrectly supplied, or does not arrive, contact Order Support promptly. Do not use or give a damaged or suspect product to an animal. Keep the item, outer packaging, shipping label, seal, lot or batch number and expiry information, and provide clear photographs where possible.
Please do not send any product back unless Order Support instructs you to do so. Where applicable law gives a consumer a mandatory right to withdraw from a distance sale, that right will be honoured. A health or hygiene exception may apply only where an eligible sealed product has been unsealed after delivery.
Nothing on this page limits mandatory consumer rights that apply in your jurisdiction. Order Support will assess damaged, defective, incorrect, unsafe or missing goods and provide the remedy required by applicable law.