Shipping Policy

Last Updated: August 20, 2026

We are committed to making your shopping experience as simple and reliable as possible. This Shipping Policy explains how we process, ship, and deliver orders placed through Pethouse.

1. Order Processing

Orders are generally processed within 1–2 business days after payment has been successfully received.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Once your order has been processed, it will be prepared for shipment and transferred to our shipping carrier or fulfillment partner.

Please note that order processing times are separate from shipping and delivery times.

2. Shipping Destinations

We currently ship to selected countries and regions around the world.

Available shipping destinations may vary depending on the product, shipping carrier, and applicable restrictions.

If your country is available at checkout, you may place an order for delivery to that location.

If your country does not appear as an available destination, we may not currently be able to ship there.

3. Shipping Costs

Standard shipping is free on eligible orders unless otherwise stated at checkout.

Additional shipping options, services, or protection plans may be offered during checkout for an additional fee.

Any applicable shipping charges will be clearly displayed before you complete your purchase.

4. Estimated Delivery Times

After your order has been processed and dispatched, standard delivery generally takes approximately:

5–7 business days

These delivery times are estimates only and are not guaranteed.

Actual delivery times may vary depending on:

• Destination

• Shipping carrier

• Customs processing

• Weather conditions

• Public holidays

• Peak shopping periods

• Carrier delays

• Local delivery conditions

• Other circumstances outside our control

We are not responsible for delays caused by circumstances beyond our reasonable control.

5. Order Tracking

When tracking information is available, we will send your tracking details to the email address provided when you placed your order.

After an order is dispatched, tracking information may take approximately 24–72 hours to become active or display movement.

Tracking information is provided by the shipping carrier, and we cannot guarantee that carrier tracking systems will update immediately.

6. Shipping Protection

Depending on your order and destination, you may have the option to purchase additional shipping protection at checkout.

Shipping protection may provide coverage for eligible issues such as:

• Lost packages

• Damaged packages

• Certain delivery problems

Coverage, exclusions, claim requirements, and other conditions will be displayed at checkout or provided by the applicable shipping protection provider.

Shipping protection is optional unless otherwise required by applicable law.

7. International Shipping

For international orders, additional customs procedures may apply.

Depending on the destination and applicable regulations, orders may be subject to:

• Customs requirements

• Import regulations

• Duties

• Taxes

• Other government charges

Where applicable, taxes and duties may be collected during checkout.

If duties or taxes are collected at checkout under a delivered-duty-paid arrangement, you generally should not be required to pay the same charges again upon delivery.

However, customs procedures and requirements may vary by country.

8. Customs Delays

International shipments may be delayed while being reviewed or processed by customs authorities.

Customs processing is outside our control, and we cannot guarantee a specific customs clearance time.

We are not responsible for delays caused by customs authorities, provided that we have fulfilled our applicable shipping obligations.

9. Accurate Shipping Information

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully review your:

• Full name

• Street address

• Apartment, unit, or suite number

• City

• State or province

• Postal or ZIP code

• Country

• Phone number, where required

If an order is returned because of an incorrect, incomplete, or undeliverable address, additional shipping costs may apply if you request that the order be shipped again.

We cannot guarantee that an address can be changed after an order has entered processing or shipping.

10. Delayed Orders

Although we work with our shipping partners to deliver orders within the estimated timeframe, delays may occasionally occur.

Possible causes include:

• Carrier disruptions

• Severe weather

• Holidays

• High shipping volumes

• Customs delays

• Incorrect address information

• Transportation disruptions

• Other events beyond our reasonable control

If your package is delayed, please first review the tracking information provided by the carrier.

If you believe your order is significantly delayed or appears to be lost, contact us so we can assist you.

11. Lost Packages

If tracking information indicates that a package has been delivered but you cannot locate it, please check:

• Your mailbox or usual delivery location

• Around your property

• With household members

• With neighbors

• With the local shipping carrier

If you still cannot locate the package, contact us as soon as possible.

We will review the available shipping and tracking information and determine the appropriate next steps.

Where applicable, shipping protection or carrier claims may be used to address eligible lost-package situations.

12. Damaged Packages

If your order arrives damaged, please contact us within 7 days of delivery.

To help us investigate the issue, please provide:

• Your order number

• Photos of the shipping package

• Photos of the damaged product

• A description of the damage

• Any other information reasonably requested by our support team

Do not discard the packaging until we have completed our review, as the carrier or shipping provider may require photographic evidence or other documentation.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.

13. Wrong or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.

Please provide your order number and, where appropriate, photographs of the package and its contents.

After reviewing the issue, we may provide a replacement, refund, or another appropriate resolution.

14. Multiple Shipments

If your order contains multiple products, we may occasionally ship items separately.

This may happen when products are fulfilled from different locations or when certain items become available at different times.

If your order is shipped in multiple packages, you may receive separate tracking information.

15. Changes to Shipping Information

If you need to change your shipping address after placing an order, contact us immediately.

We will make reasonable efforts to accommodate address-change requests before the order is processed.

However, we cannot guarantee that changes can be made after an order has been processed, packed, or shipped.

16. Delivery Issues and Refunds

Shipping issues may qualify for a replacement or refund depending on the circumstances and the terms of our Refund & Return Policy.

Please review our Refund & Return Policy for additional information about refunds, returns, damaged products, and other order-related issues.

Nothing in this Shipping Policy limits any rights you may have under applicable consumer protection laws.

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By placing an order through our website, you acknowledge that you have read and understood this Shipping Policy.