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SHIPPING POLICY

Last Updated: September 2026

1. Overview

Pawtient (operated by Guangzhou Zhoudian Technology Co., Ltd. ) is committed to delivering your orders promptly and reliably. This Shipping Policy explains how we process, ship, and deliver orders for all products purchased from our store — including pet food, nutritional supplements, pet apparel, pet toys, and pet accessories/supplies.

By placing an order with us, you agree to the terms set out in this Shipping Policy.

Important Notice: All processing and delivery timeframes provided on this website are estimates only and are not guaranteed. We rely on third-party carriers and other service providers, and while we strive to meet all estimates, actual times may vary. By placing an order, you acknowledge that processing and delivery estimates are not binding commitments.

This policy applies to all customers worldwide, with specific provisions for residents of the United States, Canada, the European Union, and Australia, in compliance with applicable consumer protection laws including the US FTC Mail, Internet, or Telephone Order Merchandise Rule (30-Day Rule), EU Consumer Rights Directive 2011/83/EU, and the Australian Consumer Law (ACL).

2. Order Processing

2.1 Standard Processing Time
We make every reasonable effort to process and dispatch orders within 1‑3 business days from the date the order is placed. This timeframe applies to most orders under normal operating conditions.

Please note:

• Orders placed on weekends or public holidays will be processed on the next business day.

• Processing times are estimates only and may vary depending on order volume, product availability, and other operational factors.

• Your order confirmation does not constitute a guarantee of dispatch within the stated timeframe.

2.2 Seasonal & Promotional Periods
During peak seasons (e.g., Black Friday, Christmas, Lunar New Year) or major promotional events, processing times may be extended. We will post a notice on our website and/or at checkout if we anticipate significant delays. Any such delays do not entitle you to compensation, but you retain the right to cancel for a full refund before dispatch.

2.3 Category-Specific Processing Times

2.4 Order Cut-Off Time
Orders placed before approximately 2:00 PM (China Standard Time, UTC+8) will generally be processed the same business day. Orders placed after this time will be processed the next business day. This is a guideline only and not a guarantee.

2.5 Pre-Orders & Backorders
If your order contains pre-order or backorder items, the estimated dispatch date will be clearly stated on the product page. If your order contains both in-stock and pre-order items, we will ship all items together unless you contact us to request separate shipments (additional shipping fees may apply).

2.6 What If We Cannot Meet the Estimated Processing Time?
If we anticipate that your order cannot be processed within the stated estimates, we will:

• Notify you via email as soon as reasonably possible

• Provide you with a revised dispatch estimate

• Offer you the option to cancel for a full refund if the revised timeframe is unacceptable to you

For US customers: This is in compliance with the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), which requires that we notify you of any shipping delay and offer you the option to cancel for a full refund.

For EU customers: Under the EU Consumer Rights Directive 2011/83/EU, we are required to deliver goods no later than 30 days from the date the contract is concluded, unless a different delivery time has been agreed between us. We will make every reasonable effort to meet this requirement.

For Australian customers: Under the Australian Consumer Law (ACL) , goods must be delivered within a reasonable time unless a specific timeframe has been agreed. We will communicate any significant delays promptly and provide appropriate remedies where required.

2.7 Order Confirmation
After you place an order, you will receive an order confirmation email. Once your order is dispatched, you will receive a shipping confirmation email with tracking information.

3. Shipping Destinations

We currently ship to the following destinations:

• United States (including Alaska and Hawaii — additional charges may apply)

• Canada (excluding certain remote areas — additional charges may apply)

• European Union (all member states)

• Australia (all states and territories, excluding certain remote areas)

We do not ship to PO Boxes, APO/FPO addresses, or freight forwarding addresses unless otherwise approved. If you are unsure whether we ship to your location, please contact us before placing your order.

Note: Certain products (particularly bulky pet accessories or heavy pet food bags) may have shipping restrictions to specific regions. Any such restrictions will be disclosed at checkout.

4. Shipping Methods, Costs & Delivery Timeframes

Shipping costs are calculated based on the total weight of your order, destination, and selected shipping method. Final shipping costs will be displayed at checkout before you complete your purchase.

4.1 Standard Shipping

4.2 Express Shipping

4.3 Free Shipping
We offer free standard shipping on orders that meet the minimum order threshold specified at checkout. Free shipping thresholds vary by region and will be clearly displayed during checkout.

4.4 Shipping Carriers
We partner with reputable carriers including FedEx, DHL, UPS, USPS. The carrier used for your order will be determined based on the destination, package weight, and shipping method selected.

4.5 Important Notes on Delivery Timeframes

• All delivery timeframes are estimates only and are not guaranteed.

• Delivery times may vary due to carrier delays, customs clearance, weather conditions, public holidays, or other factors beyond our reasonable control.

• We are not liable for delays caused by the shipping carrier or customs authorities.

• For EU customers: Under the EU Consumer Rights Directive, we are required to deliver goods no later than 30 days from the date the contract is concluded, unless a different delivery time has been agreed between us.

• For Australian customers: Under the ACL, goods must be delivered within a reasonable time unless a specific timeframe has been agreed. If a delay becomes unreasonable, you may be entitled to a remedy.

5. Tracking Your Order

Once your order has been dispatched, we will send you a shipping confirmation email containing:

• Your tracking number

• A link to the carrier's tracking page

• Estimated delivery date

You can track your order at any time using the tracking link provided. Please allow 24–48 hours for tracking information to update after dispatch.

If you have not received your tracking information within 5 business days of placing your order, please contact us at pawtientpet@Outlook.com .

6. Customs, Duties & Taxes (International Orders)

6.1 General
For orders shipped outside China, your order may be subject to customs duties, import taxes, VAT/GST, and other fees imposed by the destination country. These charges are not included in the product price or shipping cost unless explicitly stated.

6.2 Responsibility
You are the importer of record and are responsible for:

• All applicable customs duties, import taxes, and fees

• Complying with all import regulations of the destination country

• Providing any additional information required by customs authorities

6.3 Customs Delays
Customs clearance processes may cause delays beyond our estimated delivery timeframes. We are not responsible for delays caused by customs authorities and cannot predict whether customs will delay the delivery of your order.

6.4 EU Customers
For orders shipped to the European Union, VAT may be collected at checkout depending on your location and the value of your order. Any applicable VAT will be clearly displayed before you complete your purchase. In some cases, customs duties may still apply and will be your responsibility.

6.5 Australian Customers
For orders shipped to Australia, GST may be applied to your order depending on the value and origin of the goods. Any applicable GST will be displayed at checkout where required by law.

7. Risk of Loss & Title

7.1 General Rule
The risk of loss and title for all products purchased from our store pass to you upon delivery of the products to the shipping carrier.

This means that once the carrier has taken possession of your order, we are no longer responsible for loss, damage, or theft that occurs during transit — unless the loss or damage is caused by our error (e.g., incorrect packaging or mislabeling).

7.2 EU Customers
Under the EU Consumer Rights Directive 2011/83/EU, the risk of loss or damage to goods passes to the consumer when the consumer (or a third party indicated by the consumer, other than the carrier) has acquired physical possession of the goods. This means that for EU customers, we bear the risk of loss or damage until the goods are physically delivered to you.

7.3 Australian Customers
Under the Australian Consumer Law (ACL), the retailer is responsible for delivery. If your order is lost, damaged, or not delivered within a reasonable timeframe, we are responsible for providing a solution, including a refund or replacement, regardless of whether the issue was caused by the carrier.

7.4 Damaged or Lost Packages
If your package arrives damaged or does not arrive:

1. Contact us immediately at pawtientpet@Outlook.com within 7 business days of the expected delivery date

2. Provide your order number and, if applicable, photos of the damaged packaging and products

3. We will investigate the issue with the carrier and, where applicable, arrange for a replacement or refund in accordance with our Return & Refund Policy

Important: For US customers, we recommend purchasing shipping insurance for high-value orders (over $200) to protect against loss or damage during transit.

8. Failed Deliveries, Missed Deliveries & Re-Delivery

8.1 Failed Deliveries
If the carrier attempts to deliver your order and is unable to do so because:

• No one is available to receive the package

• The shipping address provided is incorrect or incomplete

• The package is refused by the recipient

The carrier will typically leave a delivery notification and may hold the package at a local depot or post office for a specified period (usually 5–10 business days).

8.2 Re-Delivery Fees
If a delivery fails due to circumstances within your control (e.g., incorrect address, failure to collect from the depot, refusal to accept the package), additional shipping fees may apply for re-delivery. These fees will be communicated to you before re-delivery is arranged.

8.3 Return to Sender
If a package is returned to us because of a failed delivery and you request that we reship it, you will be responsible for the additional shipping costs for the reshipment. If you prefer a refund instead, the original shipping cost will not be refunded (unless the failed delivery was caused by our error).

8.4 Incorrect Address
You are responsible for providing accurate and complete shipping information at checkout. If you provide an incorrect or incomplete address and your order is lost or returned to us, you will be responsible for any additional shipping costs to resend the order. We recommend double-checking your shipping address before finalizing your purchase.

9. Order Modifications & Cancellations

9.1 Modifications
If you need to modify your shipping address or order details after placing your order, please contact us immediately at pawtientpet@Outlook.com . We will do our best to accommodate your request, but once your order has been dispatched, we cannot modify the shipping address or order details.

9.2 Cancellations
You may cancel your order for a full refund before it has been dispatched. Once your order has been dispatched, it cannot be canceled. Please refer to our Return & Refund Policy for information on returns after delivery.

9.3 EU Customers — Right of Withdrawal
Under the EU Consumer Rights Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. If you exercise this right, we will refund the item price and the standard outbound shipping cost. You are responsible for the return shipping costs. This right does not apply to opened pet food or supplements for hygiene and safety reasons.

10. Special Shipping Considerations by Product Category

Due to the nature of our products, the following special considerations apply:

11. Regional Compliance Statements

11.1 United States — FTC 30-Day Rule
We comply with the US FTC Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435) , which requires that:

• We ship your order within the timeframe stated in our advertising or, if no time is stated, within 30 days of receiving your completed order

• If we are unable to ship within the stated timeframe, we will notify you, provide a revised shipping date, and offer you the option to cancel for a full refund

11.2 European Union — Consumer Rights Directive 2011/83/EU
We comply with the EU Consumer Rights Directive 2011/83/EU, which requires that:

• We deliver goods no later than 30 days from the date the contract is concluded, unless a different delivery time has been agreed

• We provide clear information about delivery costs, delivery restrictions, and delivery timeframes before you place your order

• The risk of loss remains with us until you (or a third party you designate) physically receives the goods

11.3 Australia — Australian Consumer Law (ACL)
We comply with the Australian Consumer Law (ACL) , which provides consumers with automatic consumer guarantees that cannot be excluded:

• Goods must be delivered within a reasonable time unless a specific timeframe has been agreed

• We must not make misleading or deceptive representations about delivery times

• If goods are not delivered within a reasonable time, we are responsible for providing a remedy

• The risk of loss or damage remains with us until the goods are physically delivered to you

• Our Shipping Policy does not limit, exclude, or modify any consumer guarantee rights conferred by the ACL

12. Force Majeure

We shall not be liable for any delay or failure to perform our obligations under this Shipping Policy if such delay or failure is caused by events beyond our reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, storms, hurricanes, etc.)

• Acts of war, terrorism, or civil unrest

• Government actions, regulations, or border closures

• Strikes or labor disputes involving carriers

• Pandemics, epidemics, or public health emergencies

• Supplier or carrier failures

• Customs delays or import restrictions

• Power outages, system failures, or cyberattacks

In the event of a force majeure event, we will make reasonable efforts to notify you of the delay and provide updated delivery estimates when possible.

13. Contact Us

For any questions about this Shipping Policy, order tracking, or delivery issues, please contact us at:

📧 Email: pawtientpet@Outlook.com
📍 Address: Room 627, 6th Floor, Nanling Creative Park, Longgui Street, Baiyun District, Guangzhou City, Guangdong Province, China
⏱️ Response Time: We aim to respond to all shipping inquiries within 24 hours

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By making a purchase on our website, you agree to this Shipping Policy.