Shipping Policy

PetnannyStore (referred to as either "We", "Us" or "Our" in this Agreement) is the operator of (https://www.petnannystore.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. Shipping from Our USA Warehouse Address

We have a corresponding product research and development team that independently designs and develops products by ourselves, which are produced by long-term cooperative manufacturers. We can place orders for mass production of our own-brand products, and then ship them to the United States and stock them in US. Our USA warehouse address is VOC Logistics 301 Doubleday Ave, Ontario CA 91761. When a American customer places an order, we can directly ship the goods from the local stock in the United States.

2. Shipping Costs

Freeshipping On All Orders.

3. Returns

3.1 Return Due To Change Of Mind

PetnannyStore will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. (PetnannyStore) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

PetnannyStore will happily honor any valid warranty claims, provided a claim is submitted within 1-year of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect PetnannyStore to process your warranty claim within 7 business days. Once warranty claim is confirmed, you will receive the choice of: (a) refund to your payment method (b) a refund in store credit (c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Shipment Time

In general, shipments are in transit for 2-3 business days.
Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to COVID-19, invalid address, customs clearance procedures or other causes.

4.2 Dispatch Time

Orders are usually dispatched within 1-2 business days of payment of order.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Unfortunately, we cannot change the shipment once the product is en route.

4.4 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

4.5 I ordered more than one item. Will they all be delivered at the same time?

We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.

4.6 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact customer support at support@petnannystore.com so that we can conduct an investigation.

5. Shipping Method & Tracking Notifications

Orders will be shipped by UPS, FedEx and USPS.

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Or you can check the following links to track your package:
UPS: https://www.ups.com/track?loc=en_US
FedEx: https://www.fedex.com/en-us/home.html
USPS: https://www.usps.com/

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

11. Customer service

For all customer service inquiries, please email us at support@petnannystore.com