At petmategear, we deeply value every customer and prioritize the swift delivery of your ordered pet supplies. Below is a detailed breakdown of your order journey, from payment to delivery.
1. Payment Confirmation
Once your order is authorized and verified, we promptly send a confirmation email. This serves as official acknowledgment that your order has been successfully placed and is entering the initial processing stage.
2. Processing Time
For all destinations, processing typically takes 1–2 business days (excluding holidays and weekends). During this period, our dedicated team carefully prepares your pet supplies for shipment, ensuring every item—from cozy beds to durable toys—is in perfect condition before dispatch.
3. Shipping Details
- Shipping Duration: Regardless of destination, shipping usually takes 7–14 business days. A tracking number is provided via email once your order is en route, enabling real-time shipment monitoring.
- Shipping Fees: Orders under $79 incur a flat shipping fee of $6.99. Orders of $79 or more qualify for free shipping as a token of appreciation for larger purchases.
Note: Order charges cover product costs and shipping fees (if applicable). Customers are not responsible for import fees, duties, or VAT.
4. Total Delivery Time
Total delivery time is the sum of processing and shipping durations. For example, an order requires 1–2 business days for processing plus 7–14 business days for shipping, resulting in an estimated delivery window of 8–16 business days for all countries.
5. Logistics Matching
Our system automatically selects the optimal logistics method based on the sales platform, item size/weight, and delivery address. If your address includes a “PO Box,” the system reviews compatibility with the chosen logistics. If the selected method cannot deliver to a PO Box, the order may be flagged as abnormal, and our customer service team will contact you promptly to modify the address or cancel the order.
6. Tracking Your Order
- Self-Tracking: After dispatch, we email you a shipping notification with a tracking number. Tracking updates typically appear within 72 hours of receiving this email.
- Tracking Methods: Use the “Track Order” feature on our website for detailed information. If no updates are visible, contact us via email for assistance.
7. Causes of Delay
Tracking updates may occasionally be delayed due to force majeure circumstances, including:
- Weather disruptions: Heavy rain, tornadoes, floods, earthquakes, etc.
- Local factors: Strikes, statutory holidays, major international conferences, or other regional events.
- Peak season challenges: Flight or personnel shortages during peak seasons, or local logistical constraints.
8. Contact Us
For any shipping policy inquiries or order concerns, reach out to us:
Address
UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
Phone
+852 98664119
Email
[email protected]
Working Hours
Monday–Friday, 08:00–17:00 (UTC+8)
We respond within 24 hours on business days, committed to ensuring a seamless shopping and delivery experience for your pet supplies.