Orders are normally processed within 2–4 business days after payment confirmation and any necessary verification. During holidays or unusually busy periods, processing may take up to 5 business days.

Business days exclude Saturdays, Sundays, and applicable public holidays. Processing and carrier transit are separate periods.

For supported standard U.S. deliveries, estimated transit is 10–15 business days after dispatch. Processing time is additional. These are estimates, not guaranteed arrival dates.

Weather, holidays, carrier disruption, customs processing, remote destinations, or other circumstances can affect delivery. Review any item-specific or checkout delivery information before ordering.

Available destinations, methods, and shipping charges are displayed at checkout before payment. Eligibility for P.O. boxes, APO/FPO addresses, territories, and remote locations depends on the item and available carriers. Contact us before purchasing if no suitable delivery option appears.

Orders may be dispatched from our facilities or designated fulfillment partners according to stock, product location, packaging needs, and destination. The shipping origin shown on a parcel may differ from our registered business address.

Items from the same order may be sent separately and have different tracking numbers. Larger pet beds, carriers, or other accessories may have different packaging requirements from smaller items.

When dispatch has occurred and tracking becomes available, shipping information is normally sent to the email address used at checkout. A tracking label may be created before the carrier’s first movement scan. Contact us with your order number if tracking remains inactive for an extended period.

Check your recipient name, delivery address, apartment or unit, postal code, and contact information before ordering. Contact support immediately if a correction is needed. We will try to help before fulfillment begins, but cannot guarantee changes after processing or shipment preparation starts.

If incorrect or incomplete information supplied by you causes a failed delivery, we will discuss any reasonable redelivery costs before arranging another shipment.

Contact support if your shipment is significantly delayed or appears lost. We will review the available information and, where appropriate, work with the carrier or fulfillment partner. If loss is confirmed, we will arrange an appropriate reshipment, replacement, refund, or other agreed solution.

Check the delivery location, household members, reception area, and delivery instructions. A carrier status of “Delivered” does not automatically close a delivery inquiry. Contact us if the parcel cannot be located so that we can review the circumstances.

Report damage, an incorrect item, or missing components promptly, preferably within 7 calendar days of delivery. Include your order number, a description, and photographs of the issue, packaging, and shipping label where practical. Keep the packaging while we review the issue. This suggested reporting period does not limit applicable consumer rights.

Do not give a damaged item to your pet. If a problem attributable to us is confirmed, we will arrange an appropriate remedy without additional costs caused by our error.

Where delivery outside the United States is available, options and costs appear at checkout. Unless expressly included in the order total, customs duties, import taxes, or charges imposed by a government, carrier, or broker may be payable by the recipient. Ask us before purchasing if you need clarification.

Email service@kzwjxzwk.com or call +8675527791111. Customer service hours: 9:00 AM–10:00 PM.