Shipping policy
Last updated: October 27, 2025
Where We Ship
We ship to the United States and, on select items, to international destinations. Availability of international shipping varies by product and destination. International customers are responsible for any import duties, taxes, or brokerage fees charged by customs.
Order Processing Time
Orders are usually processed and handed off to a carrier within 1–2 business days (Monday–Friday, excluding U.S. holidays). Processing times can vary during peak seasons or for large orders. Suppliers in our U.S. network are expected to ship within 24–48 hours of accepting an order.
Estimated Delivery Times
- United States: Most items ship from U.S. warehouses and typically arrive in ~2–5 business days after dispatch, depending on destination and carrier. Delivery timeframes are estimates, not guarantees.
- International: Delivery times vary by country, carrier, and customs processing. Some items may not be eligible for international shipping. Import duties/taxes are paid by the recipient.
Carriers & Service Levels
We primarily use USPS, UPS, and FedEx. Service level (e.g., standard/ground or expedited where available) is selected to balance speed and reliability; not all services are available for all items or locations.
Shipping Rates
Shipping rates shown at checkout are calculated in real time by our carriers and/or our fulfillment partners based on weight, dimensions, and destination. From time to time we may offer shipping promotions (e.g., free shipping) that will be reflected at checkout.
Order Tracking
You’ll receive a shipping confirmation email with a tracking number as soon as the order is fulfilled; tracking is typically available within one business day of shipment. You can also view order status from your account page.
Split Shipments
Your order may arrive in multiple packages. Items can ship from different U.S. warehouses, and tracking numbers will be provided for each shipment. If you believe an item is missing after the final package has arrived, contact us and we’ll help investigate.
Address Accuracy & Delivery Issues
Please confirm your shipping address at checkout. We can’t guarantee changes once an order has been submitted. If a package is returned due to an incorrect or undeliverable address, we can reship to a corrected address; additional shipping charges may apply.
If your order shows delivered but you didn’t receive it, or if it appears stuck in transit, contact us promptly. Shipping times are estimates only and specific delivery dates are not guaranteed by carriers. For lost‑in‑transit or missing deliveries, please notify us within 60 days of the order date so we can file a carrier claim; after 60 days, packages may be deemed delivered and we may be unable to issue replacements or refunds.
PO Boxes, APO/FPO & Restricted Addresses
Some items or carriers cannot deliver to PO Boxes, APO/FPO, or certain remote locations. If that affects your order, we’ll contact you for an alternate address or provide a refund for the affected item.
Customs, Duties & Taxes (International)
International shipments may be subject to customs inspections and import duties/taxes, which are the recipient’s responsibility. These charges are outside of our control and are not collected at checkout. Delivery may be delayed by customs processes.
Weather, Holiday & Force‑Majeure Delays
Severe weather, peak holiday volumes, carrier capacity constraints, or other events outside our control can extend delivery timelines. We appreciate your patience during these periods.
Order Cutoffs, Pre‑Orders & Backorders
If an item is on pre‑order or backorder, we’ll ship it as soon as it becomes available. In some cases we may ship available items first and the remaining items separately at no additional shipping cost.
Questions
Need help with an order? Reach us at team@petbrats.com