Shipping Policy

This Shipping Policy systematically standardizes all service rules, operation specifications, liability definitions and exception handling mechanisms for all order processing, commodity packaging, warehouse delivery, international logistics transportation, customs clearance processing, regional distribution, door-to-door delivery, logistics tracking, address modification and package abnormal processing involved in all commodity transaction behaviors and shopping service behaviors on this website. All users who complete website browsing, product viewing, order placement, payment confirmation and purchase behavior on this website shall be deemed to have fully read, fully understood and voluntarily accepted all terms and specifications of this Shipping Policy, and shall voluntarily abide by all service obligations and behavioral norms stipulated in the policy. This Shipping Policy is an indispensable core part of the website’s overall legal service system, and forms a complete and binding standardized service specification together with other official policies including Refund Policy, Privacy Policy, Customer Service Policy, Terms Of Purchase and Terms Of Use. All fund settlement and fee measurement units involved in all shipping links of the website are uniformly United States Dollars, and no other currency settlement methods are supported in official transactions.

In terms of core service positioning and service advantages, our website has always adhered to the service tenet of customer priority, transparent consumption and zero hidden fees, and has created super high-quality cross-border logistics distribution services exclusive to global pet product consumers. Different from most traditional cross-border e-commerce platforms and pet product sales websites that set shipping thresholds, charge additional shipping fees and require customers to bear customs duties and import taxes independently, our website implements permanent full-site global free shipping service for all users without any minimum order purchase limit. All commodities displayed and sold on the website, including all styles of dog apparel, pet walking gear, dog shoes, pet beds, pet matching sets and various pet daily accessories, can enjoy free international shipping services regardless of the quantity and amount of purchased products. In the whole process of order settlement, logistics transportation and commodity delivery, users will not generate any shipping cost expenditure, realizing real zero-shipping-fee cross-border shopping experience.

On the basis of free global shipping, our website independently undertakes all customs-related fees and all additional derivative expenses generated in the process of international commodity transportation and cross-border customs clearance. All import duties, import value-added taxes, customs clearance handling fees, commodity inspection fees, customs declaration service fees and other uncertain hidden fees that may be incurred during the entry of commodities into various national and regional markets are fully borne by our website. Users do not need to bear any customs cost and additional handling cost, nor do they need to go through complex customs declaration procedures and customs clearance payment processes by themselves. Our professional logistics operation team and customs declaration team will uniformly complete all formal customs declaration documents production, commodity information filing, customs inspection coordination and customs clearance docking work, and fully bear all economic costs and time costs generated in the customs clearance link, completely solving the core pain point of unexpected extra charges and troublesome customs clearance procedures in traditional cross-border pet product shopping.

In terms of official order processing specifications, all orders successfully paid and verified by the system will automatically enter the standardized warehouse processing queue, and the website’s unified standard order processing cycle is one to three working days. The working days defined by this policy exclude all weekend rest days and statutory public holidays of various countries, and only include normal working days for official warehouse operation and logistics docking. During the official processing cycle, our professional warehouse operation team will complete a complete set of standardized pre-delivery inspection and packaging work for each user’s order in strict accordance with international long-distance transportation standards and commodity protection specifications. The whole processing process includes accurate verification of user order commodity types, specifications and quantities, secondary quality inspection of all pet products to ensure that the products are intact, free of defects, free of damage and complete in accessories, sorting and matching of combined orders, professional anti-extrusion, anti-fall, moisture-proof and dust-proof packaging of commodities, accurate entry of logistics information and user address information, standardized production of international customs declaration documents and official filing work.

Our warehouse team strictly controls every processing detail in accordance with standardized operation procedures to effectively avoid various abnormal problems in the transportation process. For pet clothing, matching sets and other fabric products, we use professional dust-proof packaging and internal buffer protection materials to prevent fabric wrinkles, friction damage and dirt pollution during long-distance transportation and multi-handling. For pet walking harnesses, collars and other products with hardware accessories, we adopt reinforced fixed packaging to prevent accessory shaking, extrusion deformation and structural damage. For dog shoes and pet bed products with fixed shapes, we use thickened hard carton outer packaging to ensure that the product shape is complete and not deformed during transportation. After all pre-delivery inspection and packaging work is fully completed, the professional logistics docking team will generate an exclusive real-time tracking number for each independent order, complete the official docking with formal international logistics carriers, and hand over the packaged complete commodities to professional logistics service providers for official outbound transportation. After the package is successfully dispatched, the system will automatically push the exclusive tracking number and real-time logistics progress update reminders to the user’s reserved email address, and users can query the whole-process transportation status of the order at any time through the official logistics query channel.

In terms of international delivery cycle specifications, after the order completes warehouse processing, official packaging and outbound dispatching, the standard global cross-border transportation and door-to-door delivery cycle is six to twelve working days. This delivery cycle is summarized, verified and sorted out based on our long-term international logistics operation big data and global cross-border delivery practice experience, covering the whole process of international cross-border long-distance transportation, national and regional customs declaration and clearance inspection, regional logistics sorting and distribution, local terminal logistics scheduling and final door-to-door delivery service. This standard delivery cycle can cover most stable and normal international logistics transportation scenarios, and is the most accurate and referential delivery time standard summarized by the platform after long-term operation accumulation.

It is necessary to clearly explain that the six to twelve working days delivery cycle is an estimated time based on normal logistics operation conditions, rather than an absolute fixed delivery time. Due to many objective and uncontrollable external factors in the international logistics industry, individual orders may have a small range of normal delivery delays. The objective factors that cause logistics delays include international logistics peak season transportation pressure, regional extreme weather changes, local traffic control policies, customs random inspection and temporary intensified supervision, logistics carrier equipment failure, regional import and export policy adjustment, international transportation route adjustment and other uncontrollable external situations. All logistics delays caused by objective external factors do not belong to the platform’s service default and service responsibility scope. After discovering abnormal logistics delays, our operation team will actively track the whole-process logistics trajectory of the package, actively coordinate with logistics carriers and local customs departments, timely feed back the latest transportation progress to users, and try our best to promote the completion of commodity delivery.

In terms of delivery address filling and modification specifications, users must fill in accurate, complete, standardized and effective real delivery information when placing orders on the website. The complete delivery information includes detailed street residence address, apartment or unit number, residential community information, city, state, zip code and country region information. Accurate and complete delivery address is the core premise to ensure the smooth delivery of packages. Incomplete information, wrong zip code, inconsistent regional information and expired residence address are the main causes of package delivery failure, terminal return, logistics detention and delivery delay. After the user’s order is successfully placed and payment is completed, the user can apply for official address modification service only before the order is officially dispatched from the warehouse through the website’s official Contact page. Once the package completes outbound delivery and enters the international cross-border transportation link, the system has completed the solidification of logistics tracking data and customs declaration information, and temporary address modification, route change and information correction services cannot be provided. Users are requested to carefully check and repeatedly confirm the delivery address information before order payment to avoid logistics abnormal problems caused by manual filling errors.

In terms of package abnormality handling mechanism, we have formulated a complete and standardized abnormal problem handling process for all damaged packages, lost packages, missing accessories and abnormal delivery problems in the logistics process. For packages with obvious surface packaging damage, product extrusion deformation, fabric damage, accessory loss and commodity damage after arrival, users need to take clear and complete photos of the outer packaging and damaged products immediately after receiving the goods, retain effective evidence, and submit abnormal problem feedback through the official Contact page in a timely manner. Our customer service team will verify the abnormal situation in the fastest time, confirm the damage degree and problem cause, and provide users with reasonable solutions such as free replacement, partial refund or full refund according to the actual situation.

For orders with logistics tracking information showing successful delivery but users not receiving the package, users need to first check the safe placement area of the residence, consult community property management personnel, neighborhood administrators and surrounding neighbors to confirm whether the package is placed on behalf of others or temporarily stored in the designated safe area. After preliminary confirmation, if the package is indeed lost due to logistics carrier reasons, our team will initiate an official logistics investigation procedure with the cooperative carrier, track the whole-process transportation trajectory of the package, sort out the abnormal links, and provide complete after-sales compensation solutions according to the final investigation results to fully protect the legitimate shopping rights and interests of users.

In terms of logistics carrier selection and channel adjustment specifications, our operation team will dynamically optimize and adjust international logistics carriers and transportation channels according to the transportation stability, delivery timeliness, service coverage and regional service quality of different countries and regions all year round, so as to select the most stable, efficient, safe and mature logistics scheme for global users. All logistics carrier selection and transportation channel scheduling are uniformly arranged by the platform professional operation team according to professional logistics operation rules and regional service characteristics. The platform does not support users to independently designate logistics carriers and transportation channels, so as to avoid unstable logistics services and abnormal delivery risks caused by user-specified unfamiliar channels. At the same time, affected by local legal regulations, import policy restrictions and logistics service coverage capabilities of individual remote regions, a very small number of remote regions cannot support normal delivery services. The website system will automatically identify the user’s delivery address during the checkout process, and timely remind users of undeliverable regions to avoid invalid order placement and unnecessary shopping troubles.

All terms and rules of this Shipping Policy are publicly transparent, stable and effective for a long time. We will timely revise, update and optimize the policy content according to the adjustment of international trade rules, cross-border logistics industry specifications, national import and export policy changes and platform operation needs. All updated policy contents will be synchronously displayed on the official website policy page for user inquiry at any time. All logistics and delivery-related problem consultation, abnormal feedback, service application and dispute handling can be completed through the official Contact page of the website, and our professional customer service team will provide standardized, efficient and patient reply and processing services for all users.