Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping (orders with a minimum of $50) to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
I see "Ships From" on the options of some products. What does this mean?
If you select "Worldwide Delivery", it means it will be delivered from our China warehouse Recommended for buyers outside the United States.
If you select "United States", it means it will be delivered from our US warehouse and will be delivered to you within 5-10 days. Take note that delivery from our US warehouse is only possible if you are located in the USA.
If you select "Spain", it means it will be delivered from our Spain warehouse and will be delivered to you within 5-10 days. Take note that delivery from our Spain warehouse is only possible if you are located in Spain.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive at your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
*This doesn’t include our 3-7 day processing time.
||*Estimated Shipping Time
||10-30 Business days
||10-30 Business days
|Australia, New Zealand
||10-30 Business days
|Central & South America
||15-30 Business days
||10-40 Business days
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 7 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
1. Buyer no longer wants the items - This is the most common example Pet Lovers Home does not tolerate. Buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
It usually takes around 2-4 weeks to arrive unless remote destination or festival season, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order or a replacement will be sent again under the agreement.
Your satisfaction is our #1 priority. Therefore, you can request an 80% refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (2 months not including 3-7 day processing)
- You receive the wrong item
In cases that you did not receive your order after 2 months or 8 weeks, please email us immediately to address your concern accordingly. Failure to do so within 3 months, or 90 days from the date of purchase will void your right to claim for any refund or replacement.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of petlovershome.com
*You can submit refund requests within 30 days after the guaranteed period for delivery (2 months) has expired. You can do it by sending a message on Contact Us.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us immediately (within one week) at email@example.com with details/photos of the product and the defect.
We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.