Shipping Policy

Last Updated: October 2025

Overview

This Shipping Policy outlines processing times, shipping methods, delivery estimates, customs procedures, and how we handle lost or damaged orders for all purchases made on PetCareVille (petcareville.com). We are committed to delivering your pet products safely and on time to the United Kingdom, Germany, and Netherlands.

1. Processing Time

Order Processing

Orders are typically processed within 1–2 business days after payment confirmation
Processing includes order verification, quality checks, and preparation for shipment
Processing times may vary during holidays, peak seasons, or promotional periods
You will receive a tracking number via email once your order has shipped

What Counts as a Business Day?

Monday–Friday, 9:00 AM – 5:00 PM (GMT)
Weekends and UK/EU public holidays are NOT counted as business days

2. Shipping Destinations

Countries We Ship To

We currently ship to the following countries with FREE SHIPPING on all orders:

United Kingdom
Germany
Netherlands

Note: We do not currently ship to other countries, including Belgium, France, or outside the EU. Only customers in the three countries above can place orders on our website.

3. Shipping Costs

FREE Shipping

🎉 We offer FREE SHIPPING on all orders to the United Kingdom, Germany, and Netherlands—no minimum purchase required.

There are no hidden shipping fees at checkout. The price you see is the final price.

What's Included in Free Shipping?

✅ Standard delivery via reliable carrier partners
✅ Full tracking information
✅ Package insurance
✅ Support if package is lost or damaged

4. Estimated Delivery Times

Standard Delivery Timeframe

All orders are estimated to arrive within 7–12 business days from the shipping date, depending on:

Your destination country
Customs clearance (for international orders)
Local carrier delivery times
Weather conditions or carrier delays

Delivery Times by Country

Destination	Estimated Delivery	Notes
United Kingdom	7–10 business days	No customs delays expected
Germany	8–12 business days	May include customs clearance (typically 1–3 days)
Netherlands	7–10 business days	No customs delays expected

What Is NOT Included in Delivery Time?

Delivery times do NOT include:

Order processing time (1–2 business days before shipping)
Weekends and public holidays
Customs clearance delays
Carrier delays outside our control

Example: Order placed Monday → Processed by Wednesday → Ships Thursday → Should arrive by following Thursday–Tuesday (7–10 business days from ship date)

Peak Season Delays

During peak seasons (holidays, sales periods), delivery may take up to 14 business days. We appreciate your patience during these times.

5. Tracking & Delivery Confirmation

Tracking Information

Once your order ships, you will receive:

Tracking number via email
Carrier name and service type
Estimated delivery date (if available)
Link to track your package online

How to Track Your Order

Click the tracking link in your shipping confirmation email
Enter your tracking number on the carrier's website
View real-time updates on your package location and status

Delivery Confirmation

Most carriers provide photo evidence of delivery or signature confirmation. If tracking shows "Delivered," your package has been left with the recipient address (or with a neighbor/building manager).

6. Customs, Duties & Import Taxes (Germany Only)

Important: Germany Customers

Germany is within the EU, but customs clearance may still apply:

Germany Customs:

VAT is charged at 19% (already included in product price)
Customs duties may apply depending on product classification
Typical customs clearance: 1–3 business days
Customs may inspect package and assess additional duties

UK & Netherlands (No Customs Delays Expected)

United Kingdom: No customs delays expected
Netherlands: Within EU, no customs delays expected

If Customs Duties Apply

Who pays: You (the recipient) are responsible for customs duties
How you pay: Carrier will collect duty before delivery or notify you to pay
How much: Depends on product classification (typically 0–15%)
What to do: Pay the carrier when they request payment

We cannot control customs processing times or fees. However, duties on pet products are typically minimal or waived.

7. Delivery Delays

What We Do to Prevent Delays

Use reliable carrier partners with proven delivery networks
Ship orders within 1–2 business days
Provide real-time tracking for all packages
Monitor carrier performance continuously

Common Reasons for Delays

Delays may occur due to:

Customs clearance: International packages may be held by customs (typically 1–5 days extra, Germany only)
Weather conditions: Snow, flooding, or extreme weather can delay carriers
Carrier capacity: During peak seasons, carriers may experience delays
Local delivery issues: Rural areas may take longer than urban areas
Public holidays: Carriers may not deliver on bank holidays

What Happens If Your Order Is Late?

Check tracking: Most delays show in tracking status
Wait 5 days past estimated delivery: Delays up to 5 days are normal
Contact us: If delivery is more than 5 days late, email support@petcareville.com
We will investigate: We can request a trace from the carrier
You will receive a resolution: If the carrier confirms loss/delay, we offer replacement or refund

8. Lost, Stolen, or Damaged Shipments

Damaged on Arrival

If your package arrives damaged:

Report within 30 calendar days of receiving the package
Email us: support@petcareville.com with:
- Order number
- Photos or video showing damage to product AND packaging
- Description of damage
We will investigate within 5 business days
Resolution: We will provide a full refund or free replacement, shipped at our expense

Important: Report damage before opening the package fully (photo of unopened/damaged packaging is best evidence).

Lost in Transit

If your package is lost:

Wait until 60 days after shipping date (our guarantee window)
Email us: support@petcareville.com with:
- Order number
- Tracking number
- Last tracking status
We will investigate with the carrier (typically 5–10 days)
Once confirmed lost: We will provide a free replacement or full refund

Note: Most packages showing "in transit" for 60+ days are ultimately lost and eligible for replacement/refund.

Stolen After Delivery

If your package shows "Delivered" but is missing:

Check with neighbors/building manager – Packages are sometimes left nearby
Contact your local postal service – They can provide non-delivery confirmation
Report to us within 30 days with:
- Proof of non-delivery from postal service
- Photos of your delivery address
We will work with you to arrange replacement or refund

Important: We may require a non-delivery certification from your carrier to process refund/replacement in this case.

9. Tracking Information Missing or Inactive

If You Don't Receive a Tracking Number

Some carriers may not provide tracking for all delivery regions. If no tracking is available:

Your package is still being shipped safely
Delivery will occur within the estimated timeframe
Contact us if you have concerns about a non-tracked order

If Tracking Stops Updating

Tracking sometimes freezes during customs clearance or carrier handoff. If tracking hasn't updated for 10+ days:

Check in 2–3 days – It often resumes
Contact your local carrier – They can provide status
Email us if no update after 5 more days

10. Special Shipping Situations

Preorder Items

Preorder products have specific dispatch dates listed on the product page:

Dispatch date: When item ships from our warehouse
Delivery date: When it arrives (usually 7–12 days after dispatch)
Refundable: Preorders may be cancelled if cancelled before dispatch date

Oversized or Fragile Items

Some items (like large cat furniture or heavy feeders) require special handling:

Shipping cost: Still FREE (no extra charges)
Delivery time may be longer: Typically 10–14 business days
Signature may be required – To protect valuable items

Multiple Items

If your order contains multiple items:

All items ship together (if in stock)
If items are in different locations, they may ship separately (you'll receive multiple tracking numbers)
No additional fee for separate shipments (still FREE shipping)

11. Returns & Exchanges

Damaged, Incorrect, or Missing Items

If you receive damaged, incorrect, or missing items:

Report within 30 days of delivery
Email support@petcareville.com with:
- Order number
- Detailed description of the issue
- High-quality photos or video evidence
We will respond within 48 hours with a solution
Your options: Free replacement or full refund

Return Shipping

For items we are responsible for: Return shipping is FREE (prepaid label provided)
For other returns: You may need to cover return shipping (we'll clarify)
Once we receive your return: Refund or replacement processes within 14 days

Important

Customers must contact us FIRST before attempting any return. Unauthorized returns may not be eligible for refund.

12. Customs & Delivery to Germany

How Customs Works

When your package arrives in Germany:

Customs inspection: Package may be opened and checked
Duty assessment: Customs calculates duties/VAT owed
Notification: You receive notification (email/letter) with charges
Payment: You pay duties before package is released
Final delivery: Local carrier delivers after duties paid

Your Responsibilities

Provide accurate address – Misaddressed packages may be returned
Pay customs fees when required – You're responsible for these charges
Respond to customs requests – Contact customs authority if they request information
Be available for delivery – Some carriers require signature

VAT Information

Country	VAT Rate	Status
United Kingdom	Varies (may apply on import)	Already in product price
Germany	19% (included in product price)	Already in product price
Netherlands	21% (included in product price)	Already in product price

Note: All prices shown on PetCareVille include VAT for your country. No additional VAT charges at checkout.

13. Contact Us for Shipping Issues

Customer Support

Email: support@petcareville.com
Response time: Within 48 business hours
Available: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

What to Include in Your Email

When contacting us about shipping issues, please include:

Order number
Tracking number (if applicable)
Issue description (lost, delayed, damaged, etc.)
Photos or evidence (if relevant)
Your preferred solution (replacement or refund)

Expected Resolution Time

Shipping delays: Investigated after 60 days; resolved within 7 days
Damaged items: Resolved within 5–7 days of evidence submission
Lost packages: Resolved within 10–14 days of carrier investigation
Other issues: Resolved within 5–7 business days

14. Liability & Limitations

What We're Responsible For

✅ Safely packing and shipping your order
✅ Using reliable carriers
✅ Providing accurate tracking information
✅ Resolving delivery failures and damage
✅ Offering free shipping on all orders to UK, Germany, Netherlands

What We Are NOT Responsible For

❌ Customs delays (Germany only)
❌ Customs duties and taxes
❌ Weather-related carrier delays (beyond our control)
❌ Packages stolen after delivery to your address
❌ Theft from your property after delivery confirmation
❌ Carrier performance issues (beyond our selection)

Your Obligations

✅ Provide accurate delivery address
✅ Report issues within specified timeframes (30 days for damage, etc.)
✅ Pay for customs duties when required (Germany)
✅ Be available or arrange for package receipt

15. Geographic Restriction

Shipping Availability

We only ship to:

✅ United Kingdom
✅ Germany
✅ Netherlands

We do NOT ship to:

❌ Belgium
❌ France
❌ Spain
❌ Italy
❌ USA
❌ Canada
❌ Australia
❌ Any country outside the UK/Germany/Netherlands

If you're outside these countries, you cannot purchase from PetCareVille at this time.

16. Policy Changes

PetCareVille reserves the right to update this policy. Changes are effective immediately upon posting. Your continued use of the website indicates acceptance of updated terms.

This policy complies with:

✅ UK Consumer Rights Act 2015
✅ EU Consumer Rights Directive 2011/83/EU
✅ German Consumer Protection Act (BGB)
✅ Dutch Consumer Law (BW)
✅ EU E-commerce Directive
✅ Google Shopping Policy requirements