Shipping policy

At Proud Pet Shop, we work hard to get your order prepared and on its way as quickly as possible. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.

1. Order Processing

Orders are typically processed within 1–2 business days after your order has been successfully placed and payment has been confirmed.

Business days do not include weekends or applicable public holidays.

During periods of high order volume, promotions, holidays, or unexpected circumstances, processing may take longer than usual.

If there is a significant delay affecting your order, we will make reasonable efforts to keep you informed.

2. Shipping & Delivery Times

After your order has been processed and shipped, delivery typically takes approximately 5–10 business days.

Delivery times are estimates and are not guaranteed. Actual delivery times may vary depending on your location, shipping carrier, weather conditions, customs processing, and other circumstances outside our control.

Your order may arrive earlier or later than the estimated timeframe.

3. Tracking Information

When tracking information is available, it will be provided to you using the contact information associated with your order.

Please allow some time for tracking information to become active after your order has been shipped.

Tracking updates are provided by the shipping carrier and may occasionally take time to refresh.

4. Shipping Address

Please make sure your shipping information is accurate and complete before submitting your order.

Proud Pet Shop is not responsible for delays, additional shipping costs, or lost packages resulting from an incorrect or incomplete address provided at checkout.

If you notice that your shipping address is incorrect after placing an order, contact us as soon as possible at:

support@proudpetshop.com

We will do our best to assist you, but we cannot guarantee that an address can be changed once an order has entered processing or been shipped.

5. Shipping Delays

Once an order has been handed over to the shipping carrier, delivery is subject to the carrier's operations.

Delays may occur because of:

Severe weather
Holidays
High shipping volumes
Carrier disruptions
Customs processing
Transportation delays
Incorrect or incomplete addresses
Events beyond our reasonable control

We appreciate your patience if your package experiences an unexpected delay.

If your tracking information has not updated for an extended period or your package appears to be lost, please contact us at support@proudpetshop.com so we can help review the situation.

6. Lost or Missing Packages

If your tracking information shows that your package was delivered but you cannot locate it, please first check:

Your mailbox or usual delivery location
Around your property
With household members or neighbors
Any delivery instructions associated with your address

You may also contact the shipping carrier directly using the tracking information provided.

If you are still unable to locate your package, contact us at support@proudpetshop.com and provide your order number.

We will review the situation and determine what assistance may be available.

7. Damaged Packages

Please inspect your package and products when they arrive.

If your order arrives visibly damaged, please take photographs of the package and product before disposing of any packaging.

If a product is damaged, defective, or you received the wrong item, contact us at support@proudpetshop.com within 48 hours of delivery.

Please include:

Your order number
A description of the problem
Clear photographs of the product
Photographs of the shipping package and packaging, where applicable

This allows us to investigate the issue and determine the appropriate resolution.

8. Incorrect or Missing Items

If you receive an item that you did not order or an item is missing from your shipment, please contact us at support@proudpetshop.com within 48 hours of delivery.

Include your order number and photographs of the items received when possible.

We will review the order and work with you to resolve the issue.

9. International Orders

If international shipping is available for your destination, additional delivery time may be required.

International orders may be subject to customs duties, taxes, import fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are generally the responsibility of the customer.

Customs processing can also cause delays that are outside our control.

10. Shipping Costs

Any applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping costs may vary depending on the destination, order size, shipping method, or promotional offers available at the time of purchase.

11. Delivery Estimates

The delivery timeframes shown on our website are estimates rather than guarantees.

Proud Pet Shop is not responsible for delays caused by shipping carriers, customs authorities, weather, transportation disruptions, incorrect addresses, or other circumstances outside our reasonable control.

12. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at support@proudpetshop.com.

Because orders may enter processing quickly, we cannot guarantee that changes or cancellations can be made after an order has been processed or shipped.

If your order has already shipped, you may need to receive the order and follow our Return & Refund Policy.