Shipping policy

1. Processing Time
Orders are usually processed within 3–7 days after payment confirmation.
Custom or personalized items may take up to 5–7 days to process.
2. Shipping Methods & Time
Standard shipping: 10–15 days, depending on destination.
Tracking information will be provided once your order is shipped.
Shipping Time Disclaimer: Estimated delivery times are based on our experience and are not guaranteed. Delays may occur due to customs clearance, postal service issues, weather, or other unforeseen circumstances. We appreciate your patience.
3. Shipping Costs

Shipping costs are generally calculated at checkout based on the weight, package size, and destination.  Free shipping is currently available for orders shipped to the United Kingdom and the United States, unless otherwise stated on the product page or at checkout.  Promotional shipping offers may vary depending on the product, destination, or order conditions. Any applicable shipping charges will be clearly displayed at checkout before payment.

4. Customs, Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees, which are the responsibility of the buyer.
Please check your country’s import regulations before ordering.
5. Delivery & Signature
Please ensure someone is available to receive the package.
Check the package upon arrival and report any visible damage immediately.
6. Lost or Damaged Items
If your item is lost or damaged during shipping, please contact us within 7 business days of delivery.
For damaged or wrong items, we will cover the shipping cost for return and replacement.
For buyer’s preference returns (wrong size/color, changed mind), the buyer pays return shipping.
7. Returns & Refunds Reminder
For returns and refunds, please refer to our [Return & Refund Policy].
8. Contact Us
If you have any questions about shipping or delivery, please contact us at lily@vitalpets.cn or via WhatsApp.
Our customer service hours are Monday to Sunday, 9:00 AM–6:00 PM (China Standard Time, UTC+8).