SHIPPING POLICY

Last Updated: July 13, 2026

Thank you for shopping at www.brand-pethealer.com.

This Shipping Policy explains how orders are processed, shipped, delivered, delayed, refused, or returned.

This website is owned and operated by:

PETHEALER GLOBAL TRADING (HK) LIMITED
Company Registration Number: 79583332

Registered Address:

RM 701, UNIT 127, 7/F, TWR B
NEW MANDARIN PLAZA
14 SCIENCE MUSEUM RD
TSIM SHA TSUI
HONG KONG

Email: official@brand-pethealer.com
Customer Support Email: pethealer781@gmail.com
Telephone: +86 19037118136

By placing an order through our website, you agree to this Shipping Policy.

1. Shipping Destinations

We may ship products to selected countries and regions shown during checkout.

Shipping availability may depend on:

• The customer’s delivery location;
• Product type;
• Product weight and size;
• Local import restrictions;
• Carrier service coverage;
• Customs requirements;
• Warehouse inventory;
• Applicable laws and regulations.

Some products may not be available for delivery to certain countries or regions.

If we are unable to ship an order to the selected destination, we may contact the customer to arrange an alternative solution or cancel and refund the affected order.

2. Order Processing Time

Orders are generally processed within 1 to 3 business days after payment has been confirmed.

Processing time may be longer during:

• Public holidays;
• Major sales campaigns;
• High-order-volume periods;
• Product launches;
• Inventory checks;
• Customs or compliance reviews;
• Severe weather or other unexpected events.

Business days do not include Saturdays, Sundays, or public holidays applicable to the relevant warehouse or fulfillment location.

Order processing time is separate from shipping and delivery time.

3. Order Confirmation

After an order is placed, the customer may receive an order confirmation by email, text message, telephone, or another available communication channel.

The order confirmation does not necessarily mean that the order has been accepted or dispatched.

We reserve the right to verify:

• Customer information;
• Delivery address;
• Telephone number;
• Payment status;
• Product availability;
• Order quantity;
• Fraud or risk indicators;
• Import or shipping eligibility.

An order may be delayed or cancelled if the required information cannot be verified.

4. Estimated Delivery Time

Estimated delivery times may vary depending on the destination, shipping method, carrier, warehouse location, customs process, and local delivery conditions.

Typical delivery estimates may be displayed at checkout or communicated after dispatch.

Unless otherwise stated, estimated delivery times are provided for reference only and are not guaranteed.

Delivery times may be affected by:

• Carrier delays;
• Customs inspections;
• Import clearance;
• Public holidays;
• Severe weather;
• Remote delivery areas;
• Incorrect customer information;
• Local transportation disruptions;
• High seasonal demand;
• Government restrictions;
• Force majeure events.

We are not responsible for delays outside our reasonable control.

5. Shipping Methods

Available shipping methods may be displayed during checkout.

Depending on the destination, shipping methods may include:

• Standard shipping;
• Express shipping;
• Local courier delivery;
• Cross-border shipping;
• Postal delivery;
• Cash-on-delivery service;
• Other supported logistics methods.

The availability of a particular shipping method is not guaranteed for every customer, product, or destination.

We may select or change the carrier where reasonably necessary to complete delivery.

6. Shipping Fees

Shipping fees are calculated based on factors that may include:

• Destination country or region;
• Delivery address;
• Product weight;
• Package size;
• Shipping method;
• Order value;
• Carrier rates;
• Promotional conditions.

The applicable shipping fee will normally be shown at checkout before the order is submitted.

Shipping fees may change without prior notice.

Free-shipping promotions may be subject to:

• Minimum purchase amounts;
• Selected products;
• Selected destinations;
• Promotional periods;
• Specific shipping methods;
• Other conditions shown on the website.

7. Taxes, Customs Duties, and Import Charges

International orders may be subject to:

• Customs duties;
• Import taxes;
• Value-added tax;
• Sales tax;
• Customs clearance charges;
• Handling fees;
• Local administrative fees.

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee.

The customer is responsible for:

• Understanding local import requirements;
• Confirming that the products may legally be imported;
• Providing information requested by customs;
• Paying applicable duties, taxes, and charges;
• Cooperating with customs and delivery providers.

We are not responsible for additional costs imposed by customs authorities, government agencies, carriers, or local service providers.

8. Customs Clearance

International shipments may be inspected or delayed by customs authorities.

Customers may be required to provide:

• Full legal name;
• Telephone number;
• Identification information;
• Tax information;
• Import permits;
• Product-use information;
• Additional supporting documents.

Failure to provide required information may result in:

• Delivery delays;
• Customs storage fees;
• Return of the parcel;
• Destruction or seizure of the parcel;
• Additional charges.

We are not responsible for customs decisions or delays beyond our reasonable control.

9. Product Import Restrictions

Customers are responsible for confirming that the products they order comply with the laws and import requirements of the destination country or region.

Some animal supplements, feed additives, animal care products, liquids, powders, tablets, or agricultural products may be subject to special restrictions.

We may cancel an order where:

• The product is prohibited at the destination;
• Required documentation is unavailable;
• The carrier refuses the shipment;
• The shipment creates a regulatory or compliance risk;
• Customs clearance is unlikely to succeed.

If an order is rejected, seized, destroyed, or returned because of local import restrictions, refund eligibility will be determined under our Return and Refund Policy and applicable law.

10. Shipping Address

Customers must provide a complete and accurate delivery address.

The delivery address should include, where applicable:

• Recipient’s full name;
• Building or house number;
• Street name;
• Apartment, unit, or floor number;
• District;
• City or province;
• Postal code;
• Country;
• Telephone number.

We are not responsible for delivery problems caused by incorrect, incomplete, outdated, or unclear address information supplied by the customer.

11. Address Changes

Customers should contact us immediately if a shipping address needs to be changed.

We cannot guarantee that an address can be changed after an order has been processed, packed, or dispatched.

Once an order has been handed to the carrier, address changes may:

• Be unavailable;
• Cause delivery delays;
• Require additional fees;
• Require direct coordination with the carrier.

Any additional costs caused by a customer-requested address change may be charged to the customer.

12. Telephone and Contact Information

Customers must provide an active telephone number and accurate contact information.

Delivery providers may contact the customer to:

• Confirm the address;
• Arrange delivery;
• Request customs information;
• Collect cash-on-delivery payment;
• Notify the customer of a delivery attempt.

Failure to answer calls or respond to delivery messages may cause delays or failed delivery.

13. Order Tracking

Where tracking is available, tracking information may be sent by:

• Email;
• Text message;
• Customer account;
• Order-status page;
• Customer service;
• Carrier notification.

Tracking information may take 24 to 72 hours after dispatch to become active.

Tracking updates are provided by the carrier and may occasionally be delayed, incomplete, or inaccurate.

14. Split Shipments

An order may be shipped in more than one parcel where:

• Products are stored at different warehouses;
• Products become available at different times;
• The order is large;
• Carrier limitations apply;
• A split shipment may speed up delivery.

Customers may receive separate tracking numbers and deliveries.

No additional shipping fee will normally be charged for a split shipment initiated by us, unless otherwise agreed.

15. Delivery Attempts

The carrier may make one or more delivery attempts depending on local service rules.

If delivery cannot be completed, the carrier may:

• Contact the recipient;
• Leave a delivery notice;
• Hold the parcel at a pickup point;
• Schedule another attempt;
• Return the parcel to the sender.

Customers are responsible for monitoring delivery messages and cooperating with the carrier.

16. Failed Delivery

Delivery may fail because of:

• Incorrect or incomplete address;
• Invalid telephone number;
• Recipient absence;
• Customer refusal;
• Failure to answer the carrier;
• Failure to collect the parcel;
• Unpaid cash-on-delivery amount;
• Unpaid customs duties or taxes;
• Failure to provide customs information;
• Access restrictions at the delivery location.

Where delivery fails for a reason caused by the customer, the customer may be responsible for:

• Redelivery fees;
• Return shipping fees;
• Storage fees;
• Customs charges;
• Handling fees;
• Other reasonable costs.

17. Refused or Unclaimed Parcels

A parcel may be considered refused or unclaimed where the customer:

• Refuses to accept delivery without a valid product-related reason;
• Does not collect the parcel;
• Cannot be contacted;
• Does not pay the cash-on-delivery amount;
• Does not pay customs duties or taxes;
• Does not provide required customs information.

If a parcel is returned to us, any refund may be reduced by:

• Original shipping fees;
• Return shipping fees;
• Customs charges;
• Storage fees;
• Payment fees;
• Handling costs;
• Other expenses reasonably incurred.

Consumable animal products returned after failed delivery may be ineligible for resale or refund due to hygiene, safety, temperature, or storage concerns.

18. Cash-on-Delivery Orders

Where cash on delivery is available, the customer must pay the required amount to the delivery provider at the time of delivery.

Customers should:

• Provide accurate contact information;
• Remain available for delivery;
• Prepare the correct payment amount where required;
• Check the parcel information before payment where carrier rules permit;
• Follow local cash-on-delivery procedures.

We reserve the right to restrict or refuse cash-on-delivery service where:

• Previous orders were repeatedly refused;
• Customer information cannot be verified;
• Fraud or abuse is suspected;
• The address is outside the supported service area;
• The order value exceeds permitted limits.

19. Delivery Confirmation

A delivery may be considered completed when:

• The parcel is delivered to the named recipient;
• The parcel is accepted by another person at the address;
• The parcel is delivered to building reception, security, or mailroom staff;
• The parcel is placed at an agreed safe location;
• The parcel is collected from a pickup point;
• The carrier marks the shipment as delivered based on its records.

Customers should ensure that the delivery location is secure.

20. Signature on Delivery

Some shipments may require a signature.

Where signature service is not available, the carrier may complete delivery according to its standard local procedures.

We are not responsible for a parcel accepted by a person reasonably present at the delivery address, unless otherwise required by law.

21. Delivery to Buildings, Offices, and Shared Addresses

For deliveries to apartments, office buildings, compounds, hotels, dormitories, warehouses, or shared addresses, delivery may be completed at:

• Reception;
• Security desk;
• Mailroom;
• Front desk;
• Designated receiving area;
• Another authorized location.

Customers are responsible for retrieving the parcel after it has been accepted at the delivery address.

22. Delayed Shipments

Please contact us if the tracking information has not updated for an unusually long period or if the estimated delivery time has passed.

We may:

• Contact the carrier;
• Request a shipment investigation;
• Confirm customs status;
• Arrange redelivery where appropriate;
• Offer another resolution under our policies.

Carrier investigations may require several business days or longer, depending on the destination and shipping service.

23. Lost Parcels

A parcel is not automatically considered lost merely because tracking updates are delayed.

A shipment may be considered lost only after the carrier has completed its investigation or confirmed the loss.

For a lost-parcel claim, customers may be required to provide:

• Order number;
• Full name;
• Delivery address;
• Tracking number;
• Confirmation that the parcel was not received;
• Other information reasonably required for the investigation.

Where a parcel is confirmed lost, we may offer:

• Reshipment;
• Replacement;
• Store credit;
• Partial refund;
• Full refund.

The appropriate resolution will depend on product availability, destination, carrier findings, and applicable law.

24. Parcels Marked as Delivered but Not Received

If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should:

• Check the delivery address;
• Ask household members or colleagues;
• Check with reception or security;
• Check the mailbox or designated safe location;
• Contact the local carrier;
• Contact us promptly.

We may request a carrier investigation.

Refunds or replacements will not be issued automatically solely because the customer cannot immediately locate a parcel marked as delivered.

25. Damaged Parcels

Customers should inspect the parcel upon delivery.

If the parcel appears severely damaged, opened, crushed, wet, leaking, or tampered with, customers should, where possible:

• Photograph the parcel before opening;
• Record an unpacking video;
• Keep all packaging materials;
• Check the product condition;
• Contact us within 48 hours.

Damage claims will be handled under our Return and Refund Policy.

26. Missing or Incorrect Products

Customers should verify the contents of the parcel after delivery.

If an item is missing or incorrect, contact us within 48 hours and provide:

• Order number;
• Photographs of the parcel;
• Shipping label;
• All products received;
• Packaging materials;
• An unpacking video where available.

We may arrange reshipment, replacement, credit, or refund after verification.

27. Product Packaging

We use reasonable packaging methods intended to protect products during shipping.

Minor damage to the outer shipping carton that does not affect the safety, quality, seal, or usability of the product may not qualify for a refund.

Product packaging may vary due to:

• Production batch;
• Market requirements;
• Label updates;
• Packaging improvements;
• Warehouse availability.

28. Temperature and Storage Conditions

Some products may be affected by heat, humidity, direct sunlight, or prolonged storage.

After delivery, customers should store products according to the instructions on the product label.

We are not responsible for deterioration caused by:

• Improper storage after delivery;
• Leaving the parcel outdoors for an extended period;
• Exposure to excessive heat, moisture, or sunlight;
• Failure to collect the parcel promptly.

29. Delivery Time Requests

We may not be able to guarantee delivery at a specific date or time.

Delivery scheduling depends on the local carrier.

Notes submitted with an order may be passed to the carrier where possible, but compliance is not guaranteed.

30. Remote and Restricted Areas

Some remote, rural, island, military, high-risk, or restricted areas may:

• Have longer delivery times;
• Require an additional fee;
• Offer limited tracking;
• Be unavailable for delivery;
• Require collection from a designated point.

We may contact the customer if an additional shipping arrangement is required.

31. Shipping Promotions

Shipping promotions may be subject to additional terms.

Free or discounted shipping may not apply to:

• Remote areas;
• Oversized orders;
• Heavy products;
• Express delivery;
• Reshipments;
• Returned parcels;
• Certain countries or regions.

Where an order is partially returned, the original shipping promotion may be recalculated if the remaining order no longer meets the promotional conditions.

32. Order Cancellation Before Dispatch

Customers may request order cancellation before dispatch.

Cancellation is not guaranteed once the order has entered processing, packing, or fulfillment.

Once an order has been dispatched, it cannot normally be cancelled and must be handled according to the Return and Refund Policy.

33. Reshipment

Reshipment may be offered where:

• A parcel is confirmed lost;
• The wrong product was sent;
• A product was damaged in transit;
• The original shipment was returned due to an error caused by us.

Additional shipping fees may apply where reshipment is required because of:

• Incorrect customer address;
• Refused delivery;
• Failure to collect the parcel;
• Incorrect telephone number;
• Unpaid customs charges;
• Other customer-related reasons.

34. Shipping Restrictions for Certain Products

Certain products may be subject to additional carrier or legal restrictions, including:

• Liquids;
• Powders;
• Feed additives;
• Animal supplements;
• Agricultural products;
• Products containing specific ingredients;
• Large or heavy packages.

We may remove, replace, or cancel restricted items where necessary.

35. Risk of Loss

Risk of loss or damage may pass to the customer upon delivery, subject to applicable law.

Nothing in this section limits mandatory consumer rights.

36. Force Majeure

We are not liable for shipping delays or failure caused by events beyond our reasonable control, including:

• Natural disasters;
• Floods;
• Storms;
• Earthquakes;
• Epidemics;
• Public health emergencies;
• War;
• Civil unrest;
• Government action;
• Customs restrictions;
• Strikes;
• Transportation interruptions;
• Carrier suspension;
• Power outages;
• Internet failures;
• Supply-chain disruptions.

We will make reasonable efforts to resume service when conditions permit.

37. Customer Responsibilities

Customers are responsible for:

• Providing accurate order information;
• Confirming local import eligibility;
• Monitoring tracking updates;
• Responding to carrier communications;
• Paying applicable charges;
• Accepting delivery;
• Inspecting the parcel promptly;
• Reporting issues within the stated period;
• Storing products correctly after delivery.

38. Relationship With Other Policies

This Shipping Policy should be read together with our:

• Terms of Service;
• Return and Refund Policy;
• Privacy Policy;
• Legal Notice;
• Other policies published on the website.

If there is a conflict, mandatory applicable law will prevail.

39. Changes to This Shipping Policy

We may update this Shipping Policy from time to time.

The revised policy will become effective when published on the website.

Changes will not reduce mandatory rights applicable to orders placed before the revised policy took effect.

40. Contact Us

For questions about shipping, tracking, delayed delivery, damaged parcels, or failed delivery, contact:

PETHEALER GLOBAL TRADING (HK) LIMITED

Email: official@brand-pethealer.com
Customer Support Email: pethealer781@gmail.com
Telephone: +86 19037118136

Registered Address:

RM 701, UNIT 127, 7/F, TWR B
NEW MANDARIN PLAZA
14 SCIENCE MUSEUM RD
TSIM SHA TSUI
HONG KONG

Business Hours:

Monday to Friday
9:00 a.m. to 6:00 p.m.
GMT+8