Shipping Policy
Shipping Price
How long does delivery take?
Standard Products:
Processing & Time: All orders are processed within 3-5 business days before dispatch.
Estimated Delivery Time:
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Standard Shipping: 15-24 business days
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VIP Shipping: 8-17 business days
Custom Handmade Products:
Processing Time:
We will contact you within 24 hours to confirm your order information.
Estimated Delivery Time:
Confirmation & Assessment: Email confirmation of product details and assessment takes 1-3 business days.
Crafting Time:
Skilled artist usually take 10-25 business days to create your custom piece, depending on design complexity.
Delivery Time (includes production & shipping):
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Standard Shipping: 26-52 business days
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VIP Shipping: 19-45 business days
Orders are not shipped/delivered on weekends or holidays. High volumes of orders may cause slight delays - allow extra transit time. Should there be any significant delay in shipping your order, we will promptly notify you via email. Thank you for your understanding and patience!
How will I know my delivery has been shipped?
You’ll receive an email with your tracking number(s) once your order ships. Tracking information will be updated within 1-3 business days after dispatch. If tracking hasn’t been updated within 10 business days, please contact us at petsmattercare@gmail.com.
Who will handle my delivery?
We normally will ship out our package with global trusted courier partners like USPS, UPS, DHL, Fedex and other local carriers for safe and efficient delivery.
Where does PetsMatter ship to?
United Kingdom, Canada, Australia, New Zealand,United States (excluding remote islands like Puerto Rico, the U.S. Virgin Islands, and the Northern Mariana Islands), Malaysia,, Norway, Singapore, Switzerland, Brazil, Japan, Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Please note:
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If you are not lived the listed countries above, please contact our supports to see if we can ship to your destination.
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Delivery to certain areas may be restricted due to carrier limitations.
Wrong Address Disclaimer
Buyers are responsible for entering the correct shipping address. If you think you provided an incorrect address, please contact us immediately at petsmattercare@gmail.com. Once the order has been dispatched, it may not be possible to make any corrections to the shipping address.
Lost/Stolen Packages
PetsMatter is not liable for any lost or stolen packages. If your package is marked as delivered but you haven't received it, you should report this issue to the shipping carrier using the tracking information provided. For assistance, contact our customer support team at petsmattercare@gmail.com.
Damages
If you receive a damaged order, please contact PetsMatter Support within 3 business days at petsmattercare@gmail.com. Keep all packaging and the damaged items, as they may be needed to file a claim with the shipping carrier.
For Pre-Ordered or Back-Ordered Items
If your order includes a pre-ordered or back-ordered item, we will ship the available items right away and send the rest as soon as they are in stock. If you ordered multiple items and only received part of them, rest assured that the remaining items will arrive soon.
Return Policy
Our Return & Refund Policy outlines the options and procedures for returning your order. For more details, please visit our Returns Policy page or contact us at petsmattercare@gmail.com.
Shipping Support
For inquiries about orders and shipping, return requests, or instructions on returning products, please contact PetsMatter Support at petsmattercare@gmail.com.
After-Sale Service Contact
Email: petsmattercare@gmail.com
WhatsAPP：+1 (647) 569 2349
Phone: +86 13123933390
Service Time: Mon - Sun: 10 am - 5 pm(Est)