Shipping policy
Shipping Policy
At PetsCarrier, we want your order to arrive safely and without surprises. This Shipping Policy explains how orders placed through petscarrier.com are processed and delivered.
Where We Ship
We currently offer standard shipping to eligible addresses within the United States.
We may be unable to deliver to certain remote locations, restricted addresses, freight-forwarding facilities, or P.O. boxes. If we cannot fulfill an order to the address provided, we will contact you and issue a refund to the original payment method.
Order Processing
Orders are normally processed within 1–3 business days, excluding weekends and U.S. public holidays.
During product launches, promotional periods, severe weather, or carrier disruptions, processing may take longer.
Once your order ships, you will receive a confirmation email with tracking information.
Estimated Delivery
Standard delivery within the United States is typically 7–12 business days after dispatch.
Delivery dates are estimates, not guarantees. Carrier delays, severe weather, address issues, high-volume periods, and circumstances outside our reasonable control may affect delivery.
Shipping Cost
We currently offer free standard shipping within the United States unless a different shipping charge is clearly displayed at checkout.
Free standard shipping is separate from optional Shipping Protection. Shipping Protection does not make delivery faster and is not a shipping fee.
Tracking Your Order
Tracking information may take 2–3 business days to show movement after your shipping confirmation is sent. This is normal while the carrier receives and scans the package.
If tracking has not updated for more than 7 business days, contact support@petscarrier.com with your order number.
Optional Shipping Protection
Shipping Protection is an optional service available during checkout for the price displayed in your order summary.
When purchased, Shipping Protection provides additional assistance for an eligible package that is:
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Lost while in transit
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Damaged during shipping
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Confirmed delivered but not received
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Stolen shortly after confirmed delivery
Shipping Protection does not provide expedited delivery and does not cover:
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An incorrect or incomplete address entered by the customer
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Packages refused by the customer
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Delivery delays without loss or damage
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Customs or import delays
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Packages redirected without authorization
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Claims involving fraud, abuse, or false information
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Claims submitted outside the applicable reporting period
Shipping Protection is optional and can be removed before checkout.
Shipping Protection Claim Deadlines
For a damaged package, contact us within 7 days after delivery.
For a package marked delivered but not received, contact us between 2 and 7 days after the recorded delivery date.
For a package that appears lost in transit, contact us if tracking has not updated for 7 business days or the package has not arrived within 15 business days after dispatch.
To submit a claim, email support@petscarrier.com with:
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Your order number
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A description of the issue
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Photos of the item and packaging for damage claims
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Any available carrier information
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Confirmation that the shipping address provided at checkout was correct
Approved Shipping Protection claims are eligible for one replacement shipment or a refund, at our discretion.
Shipping Protection fees are non-refundable after the protected order has shipped.
Orders Without Shipping Protection
If Shipping Protection was not purchased, please still contact us if a package appears lost or arrives damaged.
We will review the tracking and carrier information and provide assistance consistent with this Shipping Policy and applicable consumer law.
Packages confirmed as lost in transit or damaged before delivery may still qualify for a replacement or refund after investigation.
Packages confirmed delivered to the correct address are not normally eligible for replacement when Shipping Protection was not purchased, but we will make a reasonable effort to assist with the carrier’s investigation.
Address Changes
Please check your shipping address carefully before placing an order.
If you need to correct an address, contact us within 12 hours of purchase. We will do our best to help, but we cannot guarantee changes once an order has entered processing or shipped.
Customers are responsible for additional shipping costs caused by an incorrect or incomplete address provided at checkout.
Orders marked undeliverable or returned to sender may be refunded after we receive the returned package, less any non-refundable carrier charges.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it:
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Check around the delivery location.
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Ask household members or neighbors.
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Allow up to 48 hours, as some carriers scan packages before final delivery.
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Contact the carrier using your tracking number.
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Email support@petscarrier.com if the package remains missing.
Separate Shipments
Items from the same order may occasionally arrive in separate packages.
If this happens, each package may have its own tracking number. You will not be charged additional standard shipping.
Optional services and promotional gifts may also arrive separately from the primary product.
Contact Us
For shipping questions or Shipping Protection claims, email support@petscarrier.com.
Our customer support team normally responds within 1–2 business days.