Shipping Policy

Effective Date: 12 December 2025

At PetCareVille, we aim to deliver your order safely and transparently. Below you will find clear information about processing times, shipping estimates, and what to expect during transit.

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1. Shipping Destinations

We currently ship to the following countries:

🇬🇧 United Kingdom
🇩🇪 Germany
🇳🇱 Netherlands
🇺🇸 United States
🇸🇬 Singapore

Shipping Cost:
✔️ Free tracked shipping on all orders.

All orders include tracking at no extra cost.

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2. Order Processing Time

• Processing time: 1–3 business days (Monday–Friday).

• Orders placed after 5:00 PM GMT are processed the next business day.

• During peak periods (Black Friday, holidays), processing may take up to 5 business days.

• You will receive a shipping confirmation email with your tracking link once your order is dispatched.

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3. Estimated Delivery Times

Business days exclude weekends and public holidays.

Please allow the full estimated timeframe before contacting support, especially during customs transit.

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4. Customs, Duties & Taxes

We aim to deliver your order with no hidden fees.

• Prices shown at checkout include applicable VAT/taxes where required.

• In most cases, customs charges are covered by our logistics partners.

• If a carrier requests payment for customs or duties:
  Do not pay. Contact us immediately at support@petcareville.com with a screenshot and we will resolve it or reimburse you.

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5. Tracking Your Order

• A tracking link will be emailed once your order ships.

• Tracking may take 1–3 business days to update in the carrier’s system.

• It is normal for tracking to remain in stages such as “In Transit”, “Customs Clearance”, or “Arrived at Facility” for several days during international movement.

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6. Delays & Lost Packages

We guarantee that your order will be delivered.

Your order is considered delayed if:

• Tracking has no movement for 10+ days, or

• Delivery exceeds 30 business days from the shipping date (without a “Delivered” scan).

If this occurs, you are entitled to your choice of:

• A free replacement shipped immediately, or

• A full refund to your original payment method.

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7. Incorrect Addresses & Delivery Issues

Customer Responsibility:
Ensure your shipping address is correct at checkout. We cannot modify the address after the order has shipped.

Returned to Sender due to incorrect address or unclaimed package:

• We will refund the order minus a small restocking/handling fee.

“Delivered” but not received:

• Check with neighbors or your local postal office.

• If still not found, contact us within 30 days so we can help investigate.

Package theft is not covered by carriers, but we will assist case-by-case.

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8. Contact Us

If you have questions about your shipment, we are here to help.

📧 Email: support@petcareville.com
📍 Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
⏰ Hours: Monday–Friday, 09:00–17:00 (GMT)
💬 Response Time: Within 24 business hours