Shipping Policy
Last Updated: January 16, 2025
Shipping Policy
Thank you for choosing Pet Pet Island 🐾
We’re committed to getting your pet’s essentials to you quickly and safely. Please review the information below for details on processing, shipping, and delivery.
Order Processing
Orders are typically processed within 1–3 business days (excluding weekends and holidays) after confirmation.
During busy periods such as sales, holidays, or new product launches, processing times may be slightly extended. We appreciate your patience and will keep you informed of any updates.
Shipping Rates & Delivery Times
Shipping fees are calculated at checkout based on your location and selected shipping method.
Delivery timelines begin once your order has been shipped, not when it is placed.
Estimated delivery options:
• Standard Shipping: 5–10 business days
• Expedited Shipping: 3–7 business days
• Express Shipping (if available): 2–5 business days
Please note that delivery times may vary due to location, customs processing, or carrier delays beyond our control.
Order Tracking
Once your order has been shipped, you will receive a confirmation email with tracking details (if available).
Please allow 24–48 hours for tracking updates to appear after receiving your shipping confirmation.
Shipping Destinations
We ship to many countries worldwide. However, available shipping options may vary depending on your region.
If your location is not available during checkout, feel free to contact our support team for assistance.
International Shipping & Customs
For international orders:
• Customs duties, taxes, and import fees may apply based on your country’s regulations
• These charges are not included in your order total and are the responsibility of the customer
• Customs clearance may cause additional delays beyond estimated delivery times
Incorrect Address & Undeliverable Packages
Please double-check your shipping details before placing your order.
Pet Pet Island is not responsible for deliveries made to incorrect or incomplete addresses provided by the customer.
If a package is returned or cannot be delivered:
• Additional shipping fees may apply for reshipment
• Refunds (if applicable) will exclude original shipping costs
If you notice an error, contact us as soon as possible. While we’ll do our best to help, changes cannot be guaranteed once your order is processed.
Lost or Stolen Packages
Once a package is marked as delivered by the carrier, we are not responsible for lost or stolen items.
If your package is marked as delivered but missing, we recommend:
• Checking with neighbors or household members
• Looking around the delivery area
• Contacting the shipping carrier directly
We’ll gladly assist you in filing a claim when possible.
Shipping Delays
Delivery times are estimates and may be affected by circumstances beyond our control, including weather, carrier issues, or customs processing.
While we cannot guarantee delivery times, we will always do our best to help track and resolve any shipping concerns.
Returns Related to Shipping
For return-related concerns, please refer to our Returns & Refund Policy.
Return shipping costs are typically the responsibility of the customer unless the issue is due to our error (such as damaged or incorrect items).
Contact Us
If you have any questions or need assistance, we’re here to help:
Pet Pet Island Limited
Email: service@petpet-island.com
Address: Rooms 13–14, 5/F, Kwong Sang Hong Centre
151–153 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong
Phone: +852 6739 9399
Customer Service Hours:
Monday – Friday
10:00 AM – 6:00 PM (PT)