Shipping Policy

This Shipping Policy explains processing times, shipping methods, delivery estimates, customs, and how we handle lost or damaged orders for purchases made on PetCareVille. 

1. Processing Time

Orders are typically processed within 1–3 business days after payment confirmation. Processing times may vary during holidays or promotional periods.

2. Shipping Costs

We currently provide standard free shipping on all orders, with an estimated delivery time of 7–10 business days.

3. Customs, Duties & Import Taxes

For international orders, customs duties or import taxes may apply. These charges are the responsibility of the recipient. We cannot control customs processing times or fees.

4. Tracking & Delivery

Once your order has shipped, a tracking number will be provided (where available). If tracking shows “delivered” but you have not received your package, please check with your local postal service. You may be asked to provide a non-delivery confirmation for further investigation.

5. Delays

While most orders arrive within the estimated timeframe, shipping delays can occur due to customs, weather, or carrier issues. Please allow extra time during peak seasons.

6. Lost, Stolen, or Damaged Shipments
  • Damaged on arrival: Report within 30 days with photo or video evidence. We will provide a replacement or refund.
  • Lost in transit: If the carrier confirms the package is lost, we will reship or refund your order.
  • Stolen after delivery: If tracking shows “delivered,” please check with your local postal service first. In such cases, liability may be limited.
7. Returns & Exchanges

For damaged, incorrect, or missing items, we may request photos or videos as proof. If a return is required, we will provide detailed return instructions and the return address. Return shipping costs and conditions will be provided on a case-by-case basis.

Important: Customers must contact us first at support@petcareville.com before attempting a return or requesting a refund.

8. Preorders & Custom Items

Preorder or custom-made products may have specific dispatch dates noted on the product page. These items may not be cancellable or refundable once payment has been processed.

9. Contact for Shipping Issues

If you experience any shipping-related issues, please reach out to us at:

Email: support@petcareville.com