Shipping&Tracking Policy

This shipping policy applies to all orders placed in our official store, clearly defining shipping standards, freight charges, delivery cycle, order processing rules, logistics tracking, receipt regulations and rights & obligations of both buyers and sellers.

1. Free Shipping Eligibility

1.1 All store products adopt unified free shipping threshold rule. Orders with final paid amount reaching USD 150 qualify for free standard shipping service.
1.2 The free shipping benefit shall remain valid regardless of the use of discount coupons, promotional offers, member privileges and other preferential deductions, which shall be judged by the actual final payment amount.
1.3 Free shipping only covers conventional standard logistics expenses. It does not include expedited surcharges, remote area delivery fees, customs duties, import taxes, handling fees and other extra expenses, which shall be borne by buyers separately if incurred.

2. Standard Shipping Fee Regulation

2.1 Orders with final payment less than USD 150 shall be charged a fixed standard shipping fee of USD 8.9.
2.2 Shipping fees are calculated by single independent order. Orders cannot be split, merged or combined to offset freight charges. Once payment is completed, shipping cost will not be adjusted without legitimate reasons.

3. Shipping Methods & Estimated Delivery Time

3.1 Standard Shipping
Estimated delivery period: 7–12 business days after order confirmation and goods dispatch. Business days exclude weekends, local official holidays and official logistics suspension periods.

3.2 Expedited Shipping Service
Buyers may select expedited delivery voluntarily during checkout.
Estimated expedited delivery period: 5–7 business days.
Buyers shall pay an additional expedited service fee of USD 15 on the basis of original standard shipping fee.
The expedited fee only covers priority shipment arrangement and preferred logistics channel allocation, and cannot guarantee absolute on-time arrival under extreme circumstances. Paid expedited service fee is non-refundable if delay is caused by third-party logistics objective factors.

3.3 Delivery Time Statement
All estimated delivery durations are for reference only. Actual delivery schedule may be delayed or adjusted due to force majeure events, extreme weather, traffic control, customs inspection detention, epidemic prevention regulations, logistics route adjustment and other uncontrollable factors, as well as designated non-delivery periods. We will actively follow up logistics progress, yet we shall not be held liable for any losses arising from objective delivery delays.

4. Order Processing & Shipment Arrangement

4.1 All confirmed paid orders will be inspected, packed and arranged for shipment within 1–3 business days, excluding rest days and holidays.
4.2 In case of temporary stock shortage, product quality re-inspection or abnormal order information verification, we have the right to postpone shipment or suspend order arrangement, and will inform buyers via reserved contact information in advance.
4.3 Pre-sale items will be delivered strictly in accordance with the pre-agreed delivery schedule.
4.4 After goods are picked up by logistics carriers, buyers are not allowed to unilaterally request changes of shipping method, delivery address and recipient information.
4.5 Before order shipment, if buyers voluntarily cancel the order halfway, we have the right to deduct actual packaging cost, material cost and platform service fee, and will not bear any other additional expenses.

5. Logistics Tracking Rules

5.1 After goods are dispatched successfully, we will upload the official tracking number to the order system and send it to buyers via registered email or order notification within 24 hours.
5.2 There may be a normal system data update delay of 12–48 hours for logistics tracking information after shipment, which shall not be deemed as delayed delivery.
5.3 Buyers can check real-time transit status, cargo location and arrival progress through official logistics inquiry platforms with valid tracking numbers.
5.4 If logistics status remains unchanged for more than 5 consecutive working days, buyers may contact customer service to apply for logistics investigation and follow-up coordination.
5.5 We only provide free auxiliary logistics inquiry service, and shall not assume compensation liabilities caused by system failure and information update abnormality of third-party logistics platforms. All transit records shall be subject to official data released by logistics providers.

6. Delivery Address & Receipt Specification

6.1 Buyers shall fill in accurate, complete and valid receiving address, recipient name and available contact phone number when placing orders. Any delivery failure, package return, secondary delivery freight and property loss caused by wrong address, incomplete information or unreachable contact shall be fully undertaken by buyers.
6.2 Address modification application shall be submitted before goods are shipped out; no address revision will be accepted after shipment.
6.3 Buyers are advised to inspect package appearance on-site upon receipt. In case of obvious extrusion damage, water soaking or broken package, buyers have the right to refuse acceptance and feedback relevant issues to us timely.
6.4 Sign-off by recipients, family members, community reception staff, property management personnel and other confirmed authorized persons shall all be regarded as successful complete delivery. Any claims for goods shortage, damage or quantity inconsistency raised after sign-off must be attached with complete unboxing videos and real valid photos, otherwise we reserve the right to reject relevant after-sales applications.
6.5 If parcels are returned automatically due to long-term failure to collect goods, wrong contact information or buyers’ personal refusal to receive goods, all round-trip shipping fees, warehousing fees and related generated expenses shall be borne by buyers, and corresponding fees will be deducted uniformly during refund processing.

7. Special Area & Customs Clearance Clause

7.1 Remote islands, mountainous regions, overseas remote territories and other special areas are excluded from the free shipping scope, and extra remote surcharges will be charged separately in accordance with actual logistics standards.
7.2 For regions with strict commodity inspection policies, buyers shall actively cooperate to provide necessary customs clearance materials. All customs declaration fees, import duties, value-added taxes and relevant formalities fees shall be borne by buyers independently.
7.3 We have the right to refuse delivery or suggest changing receiving address for areas with delivery restrictions on pet supplies.

8. Split Shipment & Combined Delivery Rule

8.1 Orders containing multiple commodities may be delivered in separate parcels according to actual inventory status. Split shipment will not generate extra freight for orders satisfying free shipping conditions.
8.2 For orders failing to reach the free shipping threshold, split delivery will not reduce the unified standard shipping fee stipulated by our store.
8.3 Partial delivery does not represent the completion of the whole order delivery; the after-sales valid period of the full order shall be calculated starting from the delivery date of the last parcel.

9. Parcel Loss & Damage Handling Regulations

9.1 On-site Inspection Requirement
Buyers must inspect the outer packaging integrity face to face when receiving parcels. If obvious breakage, water seepage, extrusion deformation or abnormal opening is found, buyers have the right to refuse signature and contact our customer service immediately to record the situation.

9.2 Time Limit for Damage & Loss Claim
If goods are found damaged, incomplete or missing after receiving, buyers must take clear photos and complete unboxing videos as valid evidence, and submit compensation application to us within 48 hours upon parcel receipt. Claims exceeding the time limit will not be accepted in principle.

9.3 Liability Division & Solution
9.3.1 Loss or total damage caused by logistics side during transportation
We will verify with logistics carrier first. After confirming logistics liability, we arrange free reshipment of identical goods for buyers, or process full merchandise refund according to buyer’s choice. We bear all related replenishment shipping costs.

9.3.2 Partial damage, scratch or functional minor failure
Both parties negotiate to confirm reasonable partial refund ratio, or we provide corresponding spare parts for replacement free of charge according to actual damage degree.

9.3.3 Damage caused by improper receiving, private disassembly, artificial collision or improper storage after signature
All losses shall be borne by the buyer independently, and we will not accept any refund, replacement or compensation application.

9.3.4 Goods missing due to incorrect receiving address, unreachable contact information or buyer’s failure to pick up goods in time
We do not undertake any compensation responsibility, and relevant losses shall be borne by the buyer.

9.4 Logistics Claim Assistance
We will fully assist buyers to sort out relevant evidence materials and cooperate with logistics companies to initiate loss and damage compensation procedures. All compensation standards from logistics providers shall prevail, and we will not make extra compensation beyond logistics confirmed amount.

9.5 Special Statement
For second-hand returned goods, opened pet daily necessities and non-standard customized pet products, the compensation standard for loss and damage shall be implemented according to the actual assessed value instead of the original selling price.

10. Force Majeure Exemption Clause

10.1 Once force majeure events occur including but not limited to natural disasters, severe adverse weather, regional traffic lockdown, port congestion, temporary customs control, public health prevention and control policies and other objective uncontrollable situations, the scheduled delivery period shall be automatically extended.
10.2 We shall not bear any form of compensation, liquidated damages and indirect economic losses for delivery delays caused by aforesaid force majeure factors.
10.3 During the influence period of force majeure, we will regularly synchronize the latest logistics progress to buyers, and resume normal transshipment and delivery arrangements immediately after the situation returns to stable status.

11. Supplementary General Provisions

11.1 All freight standards, delivery cycles and logistics service contents shall prevail over the confirmed information on the order settlement page. Completion of order payment means buyers have fully read, understood and unconditionally agreed to all clauses of this shipping policy.
11.2 We reserve the right to adjust free shipping threshold, freight rate and delivery cycle appropriately according to actual operation status and market logistics changes. The latest officially published version shall take effect immediately without separate individual notification to existing customers.
11.3 Any matters not specified in this policy shall be settled through friendly negotiation between both parties based on the principles of fair transaction, mutual respect and reasonable rights protection.
11.4 We possess the final interpretation right of all contents involved in this shipping policy.