Shipping policy

1. Free Shipping Program – Global Standard Delivery

1. Free Shipping Threshold: All orders with a pre-discount, pre-tax merchandise subtotal equal to or greater than $150 USD automatically qualify for free standard shipping worldwide. No coupon codes are required; the free shipping discount is applied instantly at checkout once your cart meets the minimum spend requirement.
2. Free Shipping Exclusions:
   • Partial returns that reduce your original order subtotal below $150 will result in the free shipping benefit being revoked. The equivalent standard shipping cost will be deducted from your final refund amount per our Return & Refund Policy.
   • Express, expedited, overnight, and air freight upgrades are never covered by free shipping; these premium delivery methods incur separate fees payable at checkout regardless of cart value.
   • Oversized bulky cat tree modules may incur additional dimensional surcharges even if your order meets the $150 free shipping threshold, which will be clearly displayed before payment confirmation.
3. Free Shipping Coverage: Our free standard shipping service delivers to all valid residential and commercial addresses across all supported global regions; PO boxes, military APO/FPO addresses, and remote island territories may experience extended transit delays and are not guaranteed for fast delivery.

2. Order Processing Timeline

1. Standard Processing Window: 1–5 consecutive business days (Monday through Friday). Weekends, official public holidays, and large flash sale peak periods extend processing to a maximum of 7 business days.
2. Order Cutoff Rule: Any order submitted after the daily processing cutoff time will be moved to the next business day’s fulfillment queue.
3. Dispatch Notification: Once your package is packed, labeled, and handed to our contracted courier, an automated shipping confirmation email containing your unique tracking number will be sent to your registered email address on file at https://petlibros.shop.
4. Backordered Items: If any stainless steel fountain, smart feeder, or accessory is temporarily out of stock, we will email you at info@petlibros.shop registered contact to confirm wait time, offer product swaps, or process a full refund for the out-of-stock item at your request. We never automatically ship partial orders without customer consent.

3. Estimated Standard Delivery Transit Times

1. Domestic US Destinations: 3–8 business days after dispatch for standard free shipping orders.
2. Canada, UK, Australia, EU Mainland Countries: 7–15 business days transit window.
3. All Other International Regions: 10–22 business days, subject to local customs inspection hold periods.
4. Remote Rural & Island Zones: Additional 5–10 business days may be added to all standard delivery windows due to limited local courier infrastructure.
5. Holiday & Sale Season Delays: Black Friday, Christmas, and our site-wide 50%/60%/70% off flash sales regularly create global courier backlogs, extending all transit times without liability to PetLibros.

4. Paid Shipping Upgrade Options

1. Standard Paid Shipping (Orders under $150): Flat calculated rates based on parcel weight, dimensions, and destination country, visible before payment.
2. Express Expedited Shipping: Faster air courier transit with reduced customs hold risk for urgent pet feeder, fountain, and accessory deliveries.
3. Overnight Priority Shipping: Limited to select domestic US addresses only; not available for international shipments.
   
   
   All upgrade shipping fees are non-refundable once the package has been dispatched, even if you later initiate a return of your pet products.

5. Customs, Duties & Import Tax Responsibility

1. Customer Liability for International Charges: All import duties, VAT, customs brokerage fees, border processing surcharges, and local sales taxes imposed by your destination country’s government are the sole responsibility of the recipient (you). PetLibros does not cover, reimburse, or offset any cross-border customs costs under any order circumstance, including free shipping bundles.
2. Customs Inspection Delays: We have no control over customs holding periods, mandatory product inspections, or random parcel security checks. Delays caused by local border authorities are not grounds for refunds, free replacement shipments, or shipping credit compensation.
3. Refused Shipments: If you refuse delivery due to unwillingness to pay customs fees, the package will be returned to our warehouse. All original outbound shipping costs (including free shipping reversed charges) plus return courier fees will be deducted from your merchandise refund once the parcel arrives back at our facility.

6. Package Tracking & Delivery Confirmation

1. Tracking Access: After dispatch, your tracking number is sent to your registered email, and you may monitor transit status directly via our website order history page at https://petlibros.shop.
2. Delivered But Missing Parcels: If tracking marks your order as delivered but you cannot locate your stainless fountain, smart feeder, or accessory package:
   • Double-check your full submitted shipping address for typos.
   • Inspect front porches, mailboxes, building lobbies, security lockers, and neighboring residences.
   • Contact your local courier branch using the tracking number for proof of delivery photos or drop-off notes.
   • Submit a support email to info@petlibros.shop within 7 calendar days of the delivered scan timestamp for us to assist with a courier investigation request.
3. No Automatic Replacements: We will not immediately resend or refund orders marked “delivered” by the courier until an official lost package investigation is completed by the delivery provider.

7. Damaged Goods Upon Delivery

1. Reporting Deadline: If your stainless steel fountain, smart camera feeder, bundle set, or accessories arrive cracked, dented, broken, or with missing internal components, you must email info@petlibros.shop within 48 hours of delivery confirmation.
2. Required Evidence: Your support message must include clear, unedited photos and short videos showing:
   • Full exterior shipping box damage;
   • All broken, scratched, non-functional pet equipment;
   • All included original packaging, manuals, power cords, and accessory parts.
3. Resolution for Shipping Damage: Once we verify valid damage evidence:
   • We provide a free prepaid return shipping label to send defective merchandise back to us at zero cost to you;
   • You may select either a full merchandise refund or complimentary replacement unit with free outbound shipping for the replacement order;
   • No restocking fees apply for damage returns as outlined in our Return & Refund Policy.
     
     
     Claims submitted after the 48-hour window without clear visual proof will be denied.

8. Lost or Stolen Shipment Procedures

1. Lost Package Definition: A shipment is classified as lost only when tracking shows zero movement for 30 consecutive calendar days, or the courier issues an official lost parcel report.
2. Investigation Process: Contact info@petlibros.shop with your order number and tracking ID to launch a courier trace investigation, which typically takes 7–14 business days to complete.
3. Resolution After Confirmed Loss: If the courier officially confirms the package cannot be located, we offer two customer choices:
   • Full refund of all product costs paid on your original payment method;
   • A brand-new re-shipment of all ordered pet products with free standard shipping regardless of the original cart subtotal.
4. Stolen Parcels: If tracking shows delivery but theft occurs at your address, we require a local police theft report submitted to our support email before processing any replacement or refund request.

9. Incorrect Shipping Address Responsibility

1. Address Error Liability: You bear full responsibility for entering accurate, complete shipping information at checkout. Spelled street names, missing apartment numbers, wrong postal codes, or misselected countries will result in misdelivered or returned packages.
2. Address Modification Window: You may request an address update via email to info@petlibros.shop only before your order is marked “Dispatched” with a tracking number. Once shipped, address changes are not guaranteed and may incur courier rerouting fees charged to your order.
3. Returned Wrong Address Parcels: If a package is sent back to us due to invalid customer-provided address, all outbound and return shipping charges will be subtracted from your merchandise refund when applicable.

10. Unforeseen Circumstances Beyond Our Control

• Severe natural disasters, floods, wildfires, hurricanes, snowstorms;
• Global carrier strikes, labor stoppages, courier network outages;
• Government border lockdowns, import bans, trade restrictions;
• Customer-provided unsafe delivery locations with high theft risk;
• Carrier operational errors, sorting facility mishandling.
  
  
  We will make reasonable efforts to notify customers of widespread mass delivery disruptions via website banners or bulk store emails but are not obligated to issue compensation for related inconveniences.

11. Bulk & Oversized Item Shipping Notes

12. Policy Updates & Support Contact

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