Shipping Policy

Effective Date: September 2026

Thank you for choosing Petoieuenn for your pet supply needs. This Shipping & Delivery Policy explains how we prepare, dispatch, track, and deliver purchases from our Playtime, Outdoor Living, and Daily Essentials collections. Please review the information below before placing an order so that you understand our shipping procedures, estimated delivery periods, and customer responsibilities.

1. Order Preparation & Fulfillment
Before an order is released for shipment, our fulfillment team performs a final check and packages the products with appropriate care for transportation. Orders generally require 1–3 business days for processing before being transferred to the designated shipping carrier. Orders submitted during weekends or recognized public holidays will begin processing on the next available business day.

2. Shipping Charges & Estimated Delivery
Petoieuenn offers international shipping for a fixed fee of $5.99 USD per order. Once a shipment has been dispatched from the applicable fulfillment location, international delivery will ordinarily take approximately 10–20 business days.

Actual delivery times may differ depending on the destination country or region, customs processing requirements, local transportation conditions, and the performance of the carrier responsible for final-mile delivery.

3. Circumstances That May Affect Delivery
We make reasonable efforts to have orders delivered within the estimated timeframe. However, after a shipment has entered the carrier network, certain circumstances may cause delays that are beyond Petoieuenn's reasonable control.

Such circumstances may include customs inspections or clearance procedures, extreme weather, transportation disruptions, carrier or labor strikes, unusually high shipping volumes during holiday periods, and other force majeure events. These situations may result in delivery taking longer than originally estimated.

4. Shipment Tracking
After your order has been dispatched, a shipping confirmation will be sent to the email address associated with your purchase. This notification will include the available tracking information for your parcel.

You may follow the shipment through international tracking services such as 17TRACK or through the website of the carrier assigned to your package. Please allow approximately 24–72 hours after dispatch for the carrier to register the first scan and display updated tracking activity in its system.

5. Orders Shipped in Multiple Parcels
An order containing several pet products may occasionally be fulfilled from more than one warehouse or distribution location, depending on product availability. Rather than delaying the complete order until every item is available at a single location, we may send the products separately.

When an order is divided into multiple shipments, separate tracking numbers may be provided. As a result, individual parcels belonging to the same order may arrive on different dates.

6. Requests to Change an Order or Shipping Address
Any request to modify the shipping address or products included in an order must be submitted within 12 hours after checkout. Please contact support@petoieuenn.com as soon as possible and use "Urgent: Order Amendment" as the email subject.

Your request should include the relevant Order ID, the email address used during checkout, and a clear description of the changes you would like us to make.

Although we will make reasonable efforts to accommodate eligible amendment requests, changes cannot be guaranteed. Once an order has entered the packing process or has already been transferred to a shipping provider, we cannot stop, redirect, replace, or otherwise modify the shipment.

7. Failed Delivery Attempts & Unclaimed Shipments
If a carrier is unable to complete delivery, it may provide a delivery notice or tracking instructions explaining how to arrange another delivery attempt or collect the parcel from a designated local facility. Customers are responsible for following the carrier's instructions and collecting the shipment within any applicable holding period.

Petoieuenn is not financially responsible for parcels that are lost, abandoned, returned to sender, or otherwise become unrecoverable because the customer supplied an incorrect or incomplete delivery address, refused the shipment, or failed to collect it within the timeframe specified by the carrier.

8. Tracking Information Without Recent Updates

• Tracking Updated Within 7 Days: If the latest carrier scan occurred during the previous 7 days, the shipment will generally be considered to remain in active transit through the logistics network.
• No Tracking Movement for More Than 7 Days: If no new tracking event has appeared for more than 7 consecutive days, please contact support@petoieuenn.com and provide your Order ID. Our customer support team will submit an inquiry to the relevant carrier regarding the location and status of the shipment.

9. Lost Shipments & Delivered-Status Claims

• Carrier-Confirmed Loss During Transit: If the responsible shipping provider completes an investigation and formally confirms that a parcel was lost while in transit, Petoieuenn will arrange a complete replacement shipment without additional charge to the customer.
• Packages Marked as Delivered: Petoieuenn's shipping responsibility is considered fulfilled once the carrier's tracking system officially records the parcel as "Delivered." We do not provide refunds or free replacement shipments for parcels reported as missing, stolen, concealed, or otherwise unavailable after confirmed delivery.

10. International Fulfillment Locations
To support efficient international order fulfillment, Petoieuenn works with a network of fulfillment and distribution facilities located throughout North America, Europe, and Australia, together with logistics facilities situated near relevant production locations.

The warehouse or facility selected to fulfill an individual order may vary according to current inventory availability, proximity to the customer's destination, and operational shipping considerations. For this reason, the dispatch location shown for one order may differ from that of another order.

11. Important Shipping Terms

• All processing and delivery periods displayed or communicated by Petoieuenn are estimates only and should not be interpreted as guaranteed or contractually fixed arrival dates.
• For international shipments, the customer is considered the importer of record where applicable. Any customs duties, import taxes, Value-Added Tax (VAT), local government charges, customs clearance costs, or similar fees imposed by authorities in the destination country or region are the responsibility of the customer.
• Customers are responsible for reviewing and confirming that their recipient name, shipping address, postal code, contact details, and other delivery information are complete and accurate before submitting an order.
• Risk of physical loss transfers to the customer once the applicable carrier has officially confirmed delivery of the shipment to the address provided with the order.

Shipping Support
For questions concerning order fulfillment, shipping estimates, parcel tracking, delivery status, or other shipping-related matters, please contact our customer support team. Including your Order ID and the email address associated with the purchase will help us locate the relevant order and respond more efficiently.

Brand / Store Name: Petoieuenn
Company Name: Hongkong Stellar Horizon Trading Limited
Customer Support Email: support@petoieuenn.com
Customer Support Phone: +1 (443) 241-9314
Company Address: Room 1123&1132, 11/F, Eton Tower, 8 Hysan Avenue, Causeway Bay, Hong Kong