At PetVaultNest, we truly value every pet parent who chooses us, and we are committed to delivering your premium pet supplies as quickly and reliably as possible. This policy outlines the complete order journey—from the moment you click “buy” to the day it arrives at your door—and applies to all eligible destinations listed below unless otherwise specified.
1. Payment Confirmation
Once your order is authorized and verified, we send you a confirmation email. This email confirms that your order has been successfully placed and is now entering our processing system.
2. Processing Time
For all eligible destinations, processing typically takes 1–2 business days (excluding weekends and public holidays). During this time, our dedicated team carefully prepares your pet supplies—checking each item for quality, accuracy, and perfect condition before they are packed for shipment.
3. Shipping Methods, Timeframes & Rates
We primarily offer Standard Shipping. In selected markets, Expedited Shipping may be available at checkout. Our system automatically selects the most suitable shipping carrier based on your sales platform, the size and weight of your pet supplies, and your delivery address.
| Shipping Method | Eligible Destinations | Processing Time | Shipping Time | Total Estimated Delivery | Shipping Fee |
|---|---|---|---|---|---|
| Standard Shipping | Primary service regions listed in Section 4 | 1–2 business days | 7–14 business days | 8–16 business days | $6.99** flat rate for orders under **$59.00; free for orders of $59.00 or more |
Note: If Expedited Shipping is not displayed at checkout, it is not available for your destination.
Important Note: Your order total covers the product costs and any applicable shipping fees. We do not charge you for import duties, customs fees, or VAT — you will never be asked to pay extra upon delivery. Any such charges will be borne by us.
4. Eligible Destinations & Local Market Coverage
We currently serve customers in the following primary markets and local regions. If your country or region is not listed, please contact us to confirm availability.
- United States
- United Kingdom
- European Union
5. Total Delivery Time
Your estimated total delivery time is the sum of processing and shipping:
1–2 business days (processing) + 7–14 business days (shipping) = 8–16 business days for all eligible destinations.
Please note that this is an estimate and may vary due to factors beyond our control.
6. Logistics Matching
We automatically select the most suitable shipping carrier based on your sales platform, the size and weight of your pet supplies, and your delivery address.
If you provide a PO Box address, our system will verify whether the chosen carrier can deliver to it. If not, your order may be flagged as “abnormal,” and our customer service team will contact you promptly to update your address or cancel the order if you prefer.
7. Tracking Your Order
- Self-Tracking: After your order is dispatched, we send a shipping notification email containing your tracking number. Please allow up to 72 hours for tracking updates to appear after you receive this email.
- Tracking Methods: You can use the “Track Order” feature on our website for detailed, real-time information. If you don’t see any updates after 72 hours, feel free to contact us via email — we’ll be happy to investigate for you.
8. Possible Delivery Delays
Occasionally, deliveries may be delayed due to circumstances beyond our control, including but not limited to:
- Severe weather – heavy rain, snowstorms, tornadoes, floods, earthquakes, etc.
- Local events – strikes, public holidays, major international conferences, or regional disruptions.
- Peak-season challenges – limited flight availability, staff shortages, or high parcel volumes during busy shopping periods.
We always do our best to minimize delays and will keep you informed whenever possible.
9. Still Have Questions? We’re Here to Help.
If you have any questions about our shipping policy or need assistance with your order, please don’t hesitate to get in touch.
Address: UNIT 60, 3/F, YAU LEE CTR, NO. 45 HOI YUEN RD, KWUN TONG, HONG KONG
Telephone: +852 5705 9846 (Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)