1. Order Preparation

Orders are generally prepared within 2–4 business days. This allows our fulfillment team to verify order details, inspect products and securely prepare each package for shipment.

During holidays, promotional periods or unusually high order volumes, processing may take up to 5 business days.

Business days do not include weekends or public holidays. Processing time is separate from the estimated shipping transit time.

2. Shipping Charges

A standard shipping fee of $5.99 per order may apply unless a different rate, discounted rate or free-shipping promotion is clearly displayed during checkout.

The exact shipping cost applicable to your order will be shown before payment is completed.

3. Estimated Delivery Timeframes

Nuzlorapets™ may use different fulfillment locations depending on product availability, inventory location and the customer's delivery destination.

Delivery estimates begin after an order has been dispatched and do not include order processing time.

4. Shipment Tracking

After your package has been dispatched, a shipping confirmation containing available tracking information will be sent to the email address provided during checkout.

Please allow approximately 1–3 business days after dispatch for the carrier's tracking system to display its first update.

Temporary gaps between tracking updates are normal and do not necessarily mean that the shipment has stopped moving.

If you have not received tracking information after the normal processing period, contact us at service@nuzlorapets.com.

5. International Customs, Duties & Import Charges

International shipments may be sent on a Delivered Duty Unpaid (DDU) or similar basis unless checkout clearly states otherwise.

Customers may be responsible for customs duties, import taxes, brokerage fees, handling charges or other fees imposed by the destination country's authorities or delivery provider.

These charges are not normally included in the product price or standard shipping charge paid to Nuzlorapets™ unless specifically stated during checkout.

Customs procedures are controlled by local authorities. Nuzlorapets™ cannot guarantee customs processing times or prevent delays caused by inspections, documentation requirements or unpaid import charges.

6. Address Changes & Order Cancellations

Please carefully review your shipping information before completing your purchase.

To request an address correction or order cancellation, email service@nuzlorapets.com within 12 hours of purchase.

Please include your order number and the correct delivery information in your message.

We will make reasonable efforts to accommodate your request. However, once an order has entered fulfillment, been transferred to a carrier or been dispatched, changes or cancellations may no longer be possible.

7. Separate Shipments

Orders containing multiple pet products may occasionally be divided into separate packages.

This may occur when products are stored at different fulfillment locations or when different carriers are used.

If an order is divided into multiple shipments, you may receive more than one tracking number.

Additional shipping fees will not be charged solely because an order is divided into multiple packages unless this is clearly disclosed before checkout.

8. Delayed Deliveries

If tracking shows that your shipment is still in transit but the delivery is taking longer than expected, please allow additional time for the carrier to complete delivery.

Delays may occur because of weather, customs processing, local carrier congestion, transportation disruptions or peak shopping periods.

If you believe a shipment has experienced an unusual delay, contact our customer support team with your order number and tracking information so we can review the available shipment status.

9. Lost Packages

If a carrier officially confirms that a package has been lost in transit, please contact us with your order number and available tracking information.

After reviewing the carrier's information and confirming the loss, we will determine an appropriate resolution in accordance with the circumstances of the order.

This may include a replacement shipment or another applicable resolution.

10. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

• Check around your property, mailbox, entrance and other safe delivery locations
• Ask household members or neighbors whether they accepted the package
• Check with building reception, management or mailroom staff where applicable
• Contact the local carrier office for additional delivery details

Packages marked as delivered may require carrier investigation before a resolution can be determined.

11. Products Damaged During Shipping

Please inspect your pet products promptly after delivery.

If an item arrives damaged, contact us at service@nuzlorapets.com within 72 hours of receipt.

Please provide:

• Your order number
• A short description of the damage
• Clear photographs of the affected product
• Photographs of the outer shipping packaging
• A photograph showing the shipping label where possible

Once the information has been reviewed, we will provide the appropriate next steps. Depending on the circumstances, this may include replacement of the damaged item or another applicable resolution.

12. Incorrect or Missing Items

If your order contains an incorrect product or an item appears to be missing, please contact us as soon as possible after delivery.

Include your order number, photographs of the package contents and a description of the item you expected to receive.

For orders shipped in multiple packages, please check all tracking numbers before reporting an item as missing, as another portion of the order may still be in transit.

13. Delivery Refusal or Unclaimed Packages

Customers are responsible for monitoring shipment tracking and receiving their orders when delivery is attempted.

Packages that are refused, left unclaimed, returned because of an incorrect address or returned because required customs charges were not paid may be subject to additional handling or reshipping costs.

Any refund eligibility for returned or unclaimed packages will be reviewed according to the circumstances of the shipment and our applicable return and refund policies.