Shipping Info

1. Processing Time

All orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). Once your order has been shipped, you will receive a confirmation email with tracking information.

During peak periods (such as holidays or promotional events), processing times may extend to up to 5 business days.For personalized items (such as engraved pet tags), processing time is 5–7 business days before shipment.

2. Shipping Methods & Delivery Estimates

• A tracking number will be provided once your order has shipped
• Delivery to remote areas may require additional transit time

3. Shipping Costs

A flat shipping fee of $4.00 applies to all orders under $49.00, regardless of the number of items. Free shipping is automatically applied to orders of $49.00 or above.

4. Order Cut-off Time

Orders placed after 6:00 PM (UTC+8 / Shanghai Time) will be processed on the next business day.
Orders placed on weekends or public holidays will be processed on the following business day.

5. Customs, Duties, and Taxes (for international shipments)

For international orders, import duties and taxes may apply depending on destination regulations.

In some cases, these charges may be calculated and included in the total cost at checkout depending on the shipping method and destination. Otherwise, they are not included and are the responsibility of the customer upon delivery.

If a package is refused due to unpaid customs fees or failure to provide required customs information, it may be returned or abandoned. In such cases, original shipping costs are non-refundable.

6. Shipping Restrictions

We ship worldwide.

However, we currently do not ship to:

• PO Boxes
• APO/FPO addresses
• Freight forwarding services (unless approved)

Certain products may be restricted from air transport depending on destination regulations. Any such limitations will be noted on the product page.

7. Lost, Damaged, or Delayed Shipments

Lost Packages

If your tracking shows “delivered” but you have not received your package, please:

• Wait 7 days
• Check with neighbors or your local carrier

If the package is still missing, contact us within 10 days of the delivery date.

Damaged Items

If your order arrives damaged:

• Take clear photos of the packaging and item
• Keep all original packaging
• Contact us within 7 days

We will arrange a replacement or refund.

Delays

While we aim to deliver within the estimated timeframes, delays may occur due to factors beyond our control (such as customs processing, weather, or carrier disruptions).

We will assist you in tracking your shipment and resolving any issues.

8. EU Consumer Notice

For customers within the European Union, the risk of loss or damage remains with us until the goods are delivered to you.

9. Incorrect Shipping Address

Please ensure your shipping address is correct before placing your order.

If you need to make changes:

• Contact us immediately after placing your order

If the order has not yet shipped, we will do our best to update the address.

If the order has already shipped, we are unable to reroute it. Any additional shipping or redelivery costs will be the responsibility of the customer.

Packages returned due to incorrect addresses may be subject to a reshipping fee.

10. Split Shipments

If your order contains multiple items, they may be shipped separately to ensure faster delivery.
You will receive separate tracking numbers for each shipment at no additional cost.

11. Contact Us

If you have any questions about your order or shipping, please contact us:

Elixpaw
Email: [email protected]