SHIPPING POLICY

Last Updated: February 11, 2026

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1. OVERVIEW

At Pethacks, we are committed to delivering your pet care products quickly, safely, and affordably. This Shipping Policy provides detailed information about our shipping methods, costs, delivery times, and procedures.

By placing an order with Pethacks, you acknowledge and agree to the terms of this Shipping Policy.

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2. SHIPPING LOCATIONS

2.1 Domestic Shipping (United States)

We ship to all locations within the United States, including:

Contiguous United States (48 States):

• All addresses in the 48 contiguous states
• Standard, expedited, and express shipping available
• Free shipping available on orders over $100

Alaska:

• Standard and expedited shipping available
• Express shipping NOT available
• Additional 3-7 business days for delivery
• Free shipping threshold: $150 (instead of $100)

Hawaii:

• Standard and expedited shipping available
• Express shipping NOT available
• Additional 5-10 business days for delivery
• Free shipping threshold: $150 (instead of $100)

U.S. Territories:

• Puerto Rico
• Guam
• U.S. Virgin Islands (St. Thomas, St. John, St. Croix)
• American Samoa
• Northern Mariana Islands

Territory Shipping Details:

• Standard shipping only (7-14 business days)
• Expedited and express options NOT available
• Free shipping threshold: $200
• Additional customs documentation may be required

Military Addresses (APO/FPO/DPO):

• We ship to APO/FPO/DPO addresses
• Standard shipping only (10-21 business days)
• Some products may be restricted (aerosols, liquids over 3.4 oz)
• Free shipping available on orders over $100
• Please contact us before ordering large or heavy items

2.2 International Shipping

We ship to over 130 countries worldwide, including:

Commonly Shipped Countries:

• Canada
• United Kingdom
• Australia
• Germany
• France
• Italy
• Spain
• Netherlands
• Belgium
• Switzerland
• Japan
• South Korea
• Singapore
• New Zealand
• Mexico
• Brazil
• And many more

Countries We Do NOT Ship To:

We do not ship to countries subject to U.S. trade sanctions or embargoes, including:

• North Korea
• Iran
• Syria
• Cuba (with some exceptions)
• Crimea region of Ukraine
• Certain regions under sanctions

For a complete list of countries we ship to, please contact support@pethacks.co

2.3 Restricted Addresses

We Do NOT Ship To:

• P.O. Boxes for items over 10 lbs or oversized items
• Freight forwarding companies (case-by-case basis)
• Addresses identified as high-risk for fraud
• Incomplete or invalid addresses

P.O. Box Restrictions:

• Small items under 10 lbs: ✅ Accepted
• Large items, vacuum grooming kit, or items over 10 lbs: ❌ Not accepted
• If your order includes restricted items, provide a physical street address

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3. PROCESSING TIME

3.1 Standard Processing Time

Order Processing: 1-2 business days

What "Processing" Means:

• Order verification and payment confirmation
• Item picking and packing
• Label generation and carrier pickup

When Processing Begins:

• Orders placed Monday-Friday before 2:00 PM EST: Same business day
• Orders placed Monday-Friday after 2:00 PM EST: Next business day
• Orders placed Saturday-Sunday: Processed on Monday
• Orders placed on federal holidays: Processed on next business day

Example Timelines:

*Assuming no Monday holiday

3.2 Peak Season Processing

During peak seasons, processing time may be extended:

Peak Seasons:

• Black Friday/Cyber Monday (November): 2-3 business days
• Holiday Season (December 1-24): 2-4 business days
• New Year (December 26-January 5): 2-3 business days
• Major promotional events: 2-3 business days

Peak Season Notice:

• We will display processing time estimates on our homepage
• You will receive an email if your order is delayed
• Orders are processed in the order received

3.3 Pre-Orders and Backorders

Pre-Order Items:

• Items marked as "Pre-Order" ship when they become available
• Estimated ship date is displayed on the product page
• You will be charged when the item ships (not when you place the order)
• You may cancel pre-orders at any time before shipment

Backordered Items:

• If an item is out of stock after you order, we will notify you via email
• You may choose to wait for restock or receive a refund
• Estimated restock date will be provided (if available)
• Orders with mixed in-stock and backordered items:
  • Option 1: Ship in-stock items immediately, backorders when available (may incur additional shipping charges)
  • Option 2: Hold entire order until all items are available (one shipment, one shipping charge)
  • You will be asked to choose your preference via email

3.4 Custom and Personalized Items

Processing Time: 3-7 business days

Custom or personalized items (engraved tags, embroidered collars) require additional time:

• Design verification: 1-2 business days
• Production: 2-5 business days
• Shipping: Standard shipping times apply after production

Total Timeline: 8-17 business days (including shipping)

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4. SHIPPING METHODS AND DELIVERY TIMES

4.1 Domestic Shipping Options

Standard Shipping (USPS First Class / Priority Mail, UPS Ground, FedEx Ground):

• Delivery Time: 5-7 business days after shipment
• Cost: $7.99 (flat rate for most orders)
• FREE on orders over $100 (contiguous U.S.)
• Tracking: Included
• Signature: Not required
• Insurance: Up to $100 included

Expedited Shipping (UPS 2nd Day Air, FedEx 2Day):

• Delivery Time: 3-4 business days after shipment
• Cost: $14.99 (flat rate)
• Tracking: Included
• Signature: Optional (add $3.99)
• Insurance: Up to $100 included

Express Shipping (UPS Next Day Air, FedEx Overnight):

• Delivery Time: 1-2 business days after shipment
• Cost: $24.99 (flat rate)
• Tracking: Included
• Signature: Included
• Insurance: Up to $200 included

Delivery Time = Processing Time + Shipping Time

Example:

• Order placed: Monday 10:00 AM EST
• Processing: Monday (ships Tuesday)
• Standard Shipping: Delivered the following Monday-Wednesday (5-7 business days from Tuesday)

4.2 Alaska and Hawaii Shipping

Standard Shipping:

• Delivery Time: 7-14 business days after shipment
• Cost: $14.99
• FREE on orders over $150

Expedited Shipping:

• Delivery Time: 5-7 business days after shipment
• Cost: $24.99

Express Shipping: NOT AVAILABLE

4.3 U.S. Territories Shipping

Standard Shipping Only:

• Delivery Time: 7-14 business days after shipment
• Cost: $19.99
• FREE on orders over $200

Note: Customs processing may add 3-10 additional days

4.4 International Shipping

Standard International Shipping:

• Delivery Time: 10-21 business days after shipment (varies by country)
• Cost: Calculated at checkout (based on destination and weight)
• Tracking: Included
• Customs: Customer responsibility

International Shipping Costs (Examples):

Note: Actual shipping cost calculated at checkout based on your exact address and order weight

International Delivery Timeframes by Region:

Expedited International Shipping:

• Available to select countries
• Cost: 2-3x standard international shipping
• Delivery: 5-10 business days
• Contact us for availability and quote

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5. SHIPPING COSTS

5.1 How Shipping Costs Are Calculated

Shipping costs are based on:

1. Shipping Method: Standard, expedited, or express
2. Destination: Contiguous U.S., Alaska/Hawaii, territories, or international
3. Order Weight: Total weight of all items
4. Package Dimensions: Oversized items may incur additional fees
5. Order Value: Free shipping available on qualifying orders

5.2 Domestic Shipping Costs Table

Contiguous United States:

Alaska and Hawaii:

U.S. Territories:

5.3 FREE Shipping

Eligibility:

Free shipping is automatically applied when:

Contiguous United States:

• Order total (before taxes) is $100 or more
• Standard ground shipping only
• Upgraded shipping methods available for additional charge

Alaska and Hawaii:

• Order total (before taxes) is $150 or more
• Standard shipping only

U.S. Territories:

• Order total (before taxes) is $200 or more
• Standard shipping only

Military Addresses (APO/FPO/DPO):

• Order total (before taxes) is $100 or more
• Standard shipping only

FREE Shipping Exclusions:

• International orders (not eligible)
• Expedited or express shipping (standard only)
• Orders below the minimum threshold
• Oversized or heavy items over 40 lbs (may require additional fees)

How It Works:

• Add items totaling $100+ to your cart
• Select Standard Shipping at checkout
• Free shipping discount automatically applied
• No promotional code required

Promotional Free Shipping:

• Occasionally, we offer free shipping promotions with lower thresholds
• Promotions will be clearly advertised on our homepage
• Promotional codes may be required
• Check our website for current offers

5.4 Oversized Item Fees

Some items require special handling due to size or weight:

Oversized Items Include:

• Vacuum Grooming Kit (when boxed)
• Large pet carriers or crates
• Bulk orders of multiple items
• Items over 40 lbs

Oversized Fees:

• Contiguous U.S.: $15-$35 additional fee
• Alaska/Hawaii: $35-$75 additional fee
• U.S. Territories: $45-$95 additional fee
• International: Not available (contact us)

Notification:

• Oversized fees are displayed on product pages
• Final shipping cost shown at checkout before payment

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6. ORDER TRACKING

6.1 Tracking Information

When You'll Receive Tracking:

• Tracking number sent via email within 24 hours of shipment
• Tracking link provided in shipping confirmation email
• Tracking updates every 24 hours (or more frequently)

Tracking Methods:

1. Email Link: Click the tracking link in your shipping confirmation email
2. Our Website: Visit www.pethacks.co/apps/parcelpanel and enter your order number
3. Carrier Website: Use tracking number on USPS.com, UPS.com, or FedEx.com
4. Account Dashboard: Log in to your account and view "Orders" section

6.2 Tracking Updates

Typical Tracking Events:

6.3 Tracking Issues

No Tracking Updates for 3+ Days:

• Packages sometimes do not scan at every facility
• Wait 5-7 business days from shipment before contacting us
• International packages may have longer gaps between scans

Tracking Shows Delivered but You Didn't Receive It:

• Check with neighbors, building management, or mailroom
• Look around your property (porch, garage, bushes)
• Verify delivery address in your order confirmation
• Wait 24 hours (sometimes marked delivered early)
• Contact us if not located within 48 hours

Package Tracking Shows Exception or Delay:

• Weather delays, carrier issues, or incorrect address
• Contact us and we will investigate with the carrier
• If package is significantly delayed, we may offer replacement or refund

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7. DELIVERY

7.1 Delivery Address

Your Responsibility:

You are responsible for providing a complete and accurate delivery address, including:

• Full recipient name
• Street address (no abbreviations)
• Apartment, suite, or unit number (if applicable)
• City, state, and ZIP code
• Phone number (for delivery notifications)

Address Verification:

• We verify addresses using USPS and carrier databases
• If your address is flagged as invalid, we will contact you before shipping
• Correcting an address after shipment may incur additional fees

Changing Your Delivery Address:

Before Shipment:

• Contact us immediately at support@pethacks.co
• We will update your address at no charge (if order has not shipped)

After Shipment:

• Contact the carrier directly using your tracking number
• Address changes may incur carrier fees ($10-$20)
• We cannot guarantee successful address changes after shipment

Incorrect Address Provided by You:

• If you provide an incorrect address and the package is delivered there, we are not responsible
• If the package is returned to us, you may:
  • Request reshipment (you pay shipping fees)
  • Receive a refund minus original shipping costs

7.2 Delivery Attempts

USPS:

• Up to 2 delivery attempts for packages requiring signature
• Notice left if no one is home
• Package held at local post office for 15 days
• After 15 days, returned to sender

UPS:

• Up to 3 delivery attempts
• Notice left with instructions
• Package held at UPS facility for 5 business days
• After 5 days, returned to sender

FedEx:

• Up to 3 delivery attempts
• Notice left with instructions
• Package held at FedEx facility for 5 business days
• After 5 days, returned to sender

What to Do if You Miss Delivery:

• Follow instructions on the notice left by the carrier
• Sign the notice to authorize delivery without signature
• Pick up at carrier facility (ID required)
• Request redelivery through carrier website

7.3 Signature Requirements

Standard and Expedited Shipping:

• Signature NOT required
• Carrier may leave package at your door

Express Shipping:

• Signature REQUIRED
• Someone must be present to sign for the package

High-Value Orders (Over $500):

• Signature required regardless of shipping method
• You will be notified if your order requires signature

Adult Signature (Not Applicable):

• Our products do not require adult signature
• Restricted items (age-gated products) are not sold

Adding Signature Requirement:

• You may request signature confirmation for any order
• Additional fee: $3.99
• Select at checkout or contact us before shipment

7.4 Safe Place Delivery Authorization

What It Means:

• By placing an order, you authorize carriers to leave packages at your address without signature
• Carriers may leave packages on your porch, doorstep, or in a secure location

Your Responsibility:

• You assume risk of theft or damage after delivery confirmation
• We are not responsible for packages stolen after delivery

Delivery Preferences:

• You may provide delivery instructions in the "Order Notes" section at checkout
• Examples: "Leave on back porch," "Ring doorbell," "Do not leave if raining"
• Carriers are not obligated to follow special instructions but often do

Requesting Signature:

• If you prefer signature requirement, request it at checkout or contact us

7.5 Package Delivered to Wrong Address

If Tracking Shows Delivered but You Didn't Receive It:

Step 1: Check Common Locations (24-48 hours)

• Front porch, back door, side entrance
• Mailbox or package locker
• Garage, bushes, or behind items
• Neighbors (may have accepted delivery)
• Building office or mailroom (apartments/condos)

Step 2: Verify Delivery Address

• Check your order confirmation email
• Ensure the address is correct

Step 3: Contact Us (After 48 Hours)

• Email support@pethacks.co with your order number
• We will investigate with the carrier
• Provide any additional information (security camera footage, etc.)

Resolution:

• If package is confirmed lost or misdelivered, we will:
  • Issue a replacement shipment, OR
  • Issue a full refund
• Processing time: 3-5 business days after investigation

7.6 Refusing Delivery

You May Refuse Delivery If:

• Package arrives damaged
• You no longer want the items
• You did not authorize the order (fraud)

How to Refuse:

• Tell the carrier "I refuse this package" before accepting
• Do NOT open or sign for the package
• Package will be returned to us

What Happens Next:

• Once we receive the refused package, we will:
  • Inspect the package
  • Issue a refund minus original shipping costs (for non-defective refusals)
  • Issue a full refund (for damaged packages)
• Processing time: 5-10 business days after receipt

Refusing Delivery = Initiating a Return

• Standard return policy applies
• You must have a valid reason (damage, error, etc.)
• Refusing delivery for buyer's remorse results in refund minus shipping costs

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8. SHIPPING DELAYS

8.1 Common Causes of Delays

Delays may occur due to factors beyond our control:

Weather-Related Delays:

• Hurricanes, blizzards, floods, wildfires
• Extreme heat or cold
• Natural disasters

Carrier Delays:

• High package volume (holidays, peak seasons)
• Staffing shortages
• Equipment malfunctions
• Transportation disruptions

Customs Delays (International Orders):

• Customs inspections
• Documentation issues
• Import restrictions or holds
• Peak processing times

Address Issues:

• Incorrect, incomplete, or unverifiable addresses
• Rural or remote locations
• Access restrictions

Other Delays:

• Pandemics or public health emergencies
• Civil unrest or protests
• Government shutdowns
• Strikes or labor disputes

8.2 Our Response to Delays

Notification:

• If we are aware of significant delays, we will email affected customers
• Carrier tracking will show delay status

What We Can Do:

• Contact the carrier to investigate
• Provide updates as information becomes available
• Offer replacement or refund if package is lost (after investigation period)

What We Cannot Do:

• Control carrier operations or delivery schedules
• Guarantee delivery by a specific date
• Expedite packages already in transit
• Provide refunds for delays caused by carriers or external factors

8.3 Delays During Peak Seasons

Holiday Season (November - December):

• Expect delays of 2-5 additional business days
• Order early to ensure timely delivery
• Consider expedited shipping for time-sensitive gifts

Peak Season Notice:

• Delay warnings will be displayed on our homepage
• Shipping time estimates adjusted accordingly

8.4 What to Do if Your Order Is Delayed

If Delivery Estimate Has Passed:

Step 1: Check Tracking (Wait 3 Business Days After Estimate)

• Delays of 2-3 business days are common and not cause for concern

Step 2: Contact Us (If Delay Exceeds 5 Business Days)

• Email support@pethacks.co with your order number
• We will investigate with the carrier

Step 3: Resolution

• If package is located: Delivery proceeds as scheduled
• If package is lost: We offer replacement or refund (after carrier investigation, typically 7-10 days)

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9. LOST OR DAMAGED PACKAGES

9.1 Lost Packages

When Is a Package Considered Lost?

Before Declaring Lost:

• Tracking shows no movement for 7+ days, OR
• Tracking shows "Exception" or "Lost" status, OR
• Delivery estimate has passed by 5+ business days

Our Process:

Step 1: Investigation (3-5 Business Days)

• We file a claim with the carrier
• Carrier investigates the package's last known location

Step 2: Resolution (5-10 Business Days)

• If Found: Package delivery resumes
• If Confirmed Lost: We offer:
  • Full refund (including shipping), OR
  • Free replacement shipment

Your Choice:

• Refund processes in 5-10 business days
• Replacement ships within 2 business days

9.2 Damaged Packages

What Qualifies as Damaged:

• Visible damage to the shipping box (crushed, torn, wet)
• Product inside is broken, cracked, or unusable
• Missing components due to box damage

Reporting Damage:

Immediately Upon Delivery:

1. Do NOT discard packaging or product
2. Photograph:
   • Shipping box (all sides)
   • Product damage (close-up and full view)
   • Shipping label and tracking number
3. Contact Us Within 7 Days:
   • Email support@pethacks.co
   • Include photos and order number
4. Keep Everything:
   • Carrier may inspect the damaged package

Our Resolution:

• We will offer:
  • Full refund (including shipping)
  • Free replacement shipment
  • Partial refund (if product is partially usable)
• You may be asked to dispose of the damaged item or return it (we provide prepaid label)

Timeframe: Resolution within 3-5 business days of receiving your claim

Important:

• Report damage within 7 days of delivery
• After 7 days, damage claims may be denied
• Concealed damage (discovered after opening) should be reported immediately upon discovery

9.3 Missing Items from Package

If Items Are Missing from Your Order:

Step 1: Check Packing Slip

• Verify which items were included in the shipment
• Multi-item orders may ship in separate packages

Step 2: Contact Us Within 7 Days

• Email support@pethacks.co
• Provide order number and missing item details

Step 3: Resolution

• We will verify the order and shipment
• If item was not shipped:
  • We ship the missing item at no charge
  • Or issue a partial refund
• If item was shipped but not received:
  • We file a claim with the carrier
  • We offer replacement or refund after investigation

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10. INTERNATIONAL SHIPPING

10.1 Customs and Duties

Important: International customers are responsible for all customs duties, import taxes, VAT, and brokerage fees.

What Are Customs Fees?

• Taxes and duties imposed by your country on imported goods
• Calculated by your country's customs authority (not by Pethacks)
• Vary by country, product type, and value

Who Pays?

• YOU (the customer) are responsible for all customs fees
• Fees are NOT included in product price or shipping cost
• Fees are payable to the carrier or customs upon delivery or clearance

Refusing to Pay:

• If you refuse to pay customs fees, the package will be returned to us
• You will NOT receive a refund (product price or shipping)
• Return shipping fees may be deducted from any potential refund

Estimating Customs Fees:

• Contact your country's customs authority for estimated rates
• Online customs calculators are available for many countries
• We cannot estimate or predict customs fees

10.2 Customs Forms and Documentation

Customs Declaration:

• We complete all required customs forms accurately
• Forms include:
  • Product description
  • Quantity
  • Actual value (price paid)
  • Country of origin
  • HS/HTS codes (tariff classification)

We Will NOT:

• Mark items as "gift" to avoid customs fees (illegal)
• Undervalue products on customs forms (illegal)
• Misrepresent product contents (illegal)

Fraudulent Documentation:

• Requesting fraudulent customs declarations violates the law
• We will refuse such requests
• Orders may be canceled if fraudulent documentation is requested

10.3 Customs Delays

Customs Clearance Time:

• Varies by country: 1-14 days (sometimes longer)
• Peak times (holidays) may increase delays
• Inspections or holds can add additional time

Customs Holds:

• Your package may be held for inspection
• You may be contacted by customs or the carrier for additional information
• Provide requested documentation promptly to avoid further delays

We Cannot:

• Control customs processing times
• Guarantee delivery dates for international orders
• Intervene in customs processes

10.4 Prohibited and Restricted Items

Items That Cannot Be Shipped Internationally:

Some products may be prohibited or restricted in certain countries:

• Batteries or items with lithium batteries (some countries)
• Aerosols or pressurized containers (many countries)
• Liquids over a certain size (varies by country)
• Certain pet health products or supplements
• Items containing animal products (some countries)

Your Responsibility:

• Verify that products can be legally imported into your country
• Check your country's customs and import regulations
• We are not responsible for confiscated items

Confiscated or Seized Items:

• If customs seizes your package, we cannot offer a refund
• You are responsible for understanding your country's import laws

10.5 International Returns

Returning International Orders:

• You are responsible for return shipping costs (even for defective items)
• We cannot provide prepaid international return labels
• Returns may be subject to customs fees

See our Return and Refund Policy for complete details on international returns.

10.6 International Shipping Restrictions by Product

Vacuum Grooming Kit:

• May be restricted in some countries due to size/weight
• Contact us before ordering for availability confirmation

Dental Products with Liquids:

• Restricted in some countries (Australia, New Zealand, etc.)
• May require additional documentation

Battery-Powered Items:

• Restrictions on lithium batteries (Japan, South Korea, etc.)
• May require special handling or may not be shippable

Always Contact Us Before Ordering if Unsure:

• Email support@pethacks.co with your country and desired products
• We will verify shipping availability

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11. ORDER SPLITTING AND MULTIPLE SHIPMENTS

11.1 When Orders Are Split

Your order may ship in multiple packages if:

Different Warehouses:

• Items are stocked in different fulfillment centers
• We ship from the nearest location to you

Stock Availability:

• Some items are in stock, others are backordered
• You choose to receive available items immediately

Size and Weight:

• Large items shipped separately from small items
• Oversized items require special packaging

Shipping Method:

• You select expedited shipping for some items but not all (not standard)

11.2 Shipping Costs for Split Orders

No Additional Charge:

• If WE split your order, you do not pay extra shipping
• Standard shipping cost applies to the entire order

You Choose to Split:

• If you request partial shipment (some items now, some later), additional shipping fees may apply
• We will notify you of any additional costs before processing

11.3 Tracking Multiple Shipments

Separate Tracking Numbers:

• Each package receives a unique tracking number
• All tracking numbers will be emailed to you
• Track each package separately

Delivery Timing:

• Packages may arrive on different days
• All packages typically arrive within 5 business days of each other

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12. ORDER MODIFICATIONS AND CANCELLATIONS

12.1 Modifying Your Order

Before Shipment:

• Contact us immediately at support@pethacks.co
• Include your order number and requested changes
• We will make reasonable efforts to accommodate changes
• Changes may not be possible if the order is already being processed

Possible Modifications:

• Change shipping address
• Change shipping method (may incur additional fees)
• Add or remove items (price adjustments will apply)

After Shipment:

• Orders cannot be modified after they ship
• Contact the carrier for address changes (fees may apply)
• You may refuse delivery or return items per our Return Policy

12.2 Canceling Your Order

Before Shipment:

• Contact us immediately at support@pethacks.co
• Provide your order number and cancellation request
• If the order has not shipped, we will cancel and issue a full refund
• Refund processes within 5-10 business days

After Shipment:

• Orders cannot be canceled after they ship
• You may refuse delivery (package returns to us, refund issued minus shipping)
• You may return items per our Return Policy

Cancellation Window:

• Most orders ship within 1-2 business days
• Contact us immediately if you need to cancel

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13. SHIPPING INSURANCE

13.1 Included Insurance

Standard Shipping:

• Included insurance: Up to $100
• Covers loss or damage during transit
• No additional cost

Expedited Shipping:

• Included insurance: Up to $100
• Covers loss or damage during transit
• No additional cost

Express Shipping:

• Included insurance: Up to $200
• Covers loss or damage during transit
• No additional cost

13.2 Additional Insurance

For High-Value Orders (Over $100):

• You may purchase additional insurance at checkout
• Cost: $2.00 per $100 of additional coverage
• Recommended for orders over $200

Example:

• Order Value: $500
• Included Coverage: $100 (standard shipping)
• Additional Coverage Needed: $400
• Insurance Cost: $8.00 ($2 × 4)

Benefits:

• Faster claim processing
• Full reimbursement for lost or damaged items
• Peace of mind for expensive orders

13.3 Filing Insurance Claims

If Your Package Is Lost or Damaged:

Step 1: Contact Us

• Email support@pethacks.co within 7 days of delivery (or expected delivery for lost packages)
• Provide order number, tracking number, and description of issue

Step 2: We File the Claim

• We handle all insurance claims on your behalf
• Provide any requested documentation (photos, receipts, etc.)

Step 3: Resolution

• Claims typically resolve in 7-14 business days
• We offer replacement or refund once claim is approved

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14. SHIPPING PROMOTIONS

14.1 Free Shipping Promotions

Regular Free Shipping:

• Orders over $100 (contiguous U.S.)
• Always available (no code required)

Promotional Free Shipping:

• Occasionally, we offer free shipping with lower thresholds
• Examples: "Free shipping on orders over $50"
• Promotional codes may be required
• Check our homepage for current offers

Limitations:

• Standard shipping only (unless specified)
• May not combine with other promotions (unless specified)
• Excludes Alaska, Hawaii, territories, and international (unless specified)

14.2 Flat Rate Shipping Promotions

Example Promotions:

• "$4.99 flat rate shipping on all orders"
• "Flat rate shipping for the holidays"

How It Works:

• Shipping cost is a flat rate regardless of order size or weight
• Standard shipping only (unless specified)
• Promotional code may be required

14.3 Upgraded Shipping Promotions

Example Promotions:

• "Free expedited shipping on orders over $150"
• "Upgrade to express shipping for $9.99"

Terms:

• Specified in the promotion details
• May have minimum order requirements
• Limited time offers

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15. UNDELIVERABLE ADDRESSES

15.1 What Makes an Address Undeliverable

Common Reasons:

• Address does not exist or cannot be verified
• Incomplete address (missing apartment number, etc.)
• Rural or remote location without carrier service
• Business closed or relocated
• Customer moved without forwarding address

15.2 Address Verification

Before Shipment:

• We verify all addresses using carrier databases
• If your address is flagged as invalid or incomplete, we will contact you via email
• You must provide a corrected address within 48 hours
• Orders with unverified addresses will not ship

15.3 Returned Undeliverable Packages

If a Package Is Returned as Undeliverable:

We Will Contact You:

• Email notification sent when package returns to us
• You may choose:
  • Option 1: Provide corrected address and request reshipment (you pay shipping)
  • Option 2: Receive a refund minus original shipping costs

Timeframe to Respond:

• You have 30 days to respond
• After 30 days, a refund will be issued automatically (minus shipping)

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16. SHIPPING TO BUSINESSES

16.1 Business Address Delivery

Commercial Addresses:

• We ship to businesses, offices, and commercial addresses
• Provide business name and recipient name for accurate delivery

Delivery Hours:

• Carriers typically deliver to businesses during business hours (9 AM - 5 PM)
• Ensure someone is available to receive the package

Signature Requirements:

• Some carriers require signature for commercial deliveries
• Specify if signature is not required (in order notes)

16.2 Loading Dock or Freight Delivery

Standard Packages:

• Delivered via standard carriers (USPS, UPS, FedEx)
• Drivers will not deliver to loading docks (unless specified)

Freight or Pallet Shipments:

• Not currently offered
• Contact us for special arrangements on large bulk orders

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17. SHIPPING NOTIFICATIONS

17.1 Email Notifications

You will receive the following email notifications:

1. Order Confirmation

• Sent immediately after placing your order
• Confirms order details, items, and shipping address
• Includes estimated delivery timeframe

2. Order Processing

• Sent when your order is being prepared for shipment
• Confirms order is being packed

3. Shipping Confirmation

• Sent when your order ships
• Includes tracking number and carrier information
• Provides estimated delivery date

4. Delivery Notification (Optional)

• Some carriers send delivery confirmation emails
• Confirms package has been delivered
• May include photo of delivery location

5. Delay Notifications

• Sent if there are known delays (weather, carrier issues, etc.)
• Provides updated delivery estimates

17.2 SMS Notifications (Optional)

Text Message Updates:

• Opt-in for SMS notifications at checkout
• Receive tracking updates via text
• Delivery notifications

How to Opt-In:

• Provide mobile phone number at checkout
• Check "Receive SMS updates"
• Standard text message rates may apply

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18. HOLIDAYS AND NON-BUSINESS DAYS

18.1 Processing on Holidays

We Do NOT Process Orders on the Following Holidays:

• New Year's Day (January 1)
• Martin Luther King Jr. Day (Third Monday in January)
• Presidents' Day (Third Monday in February)
• Memorial Day (Last Monday in May)
• Independence Day (July 4)
• Labor Day (First Monday in September)
• Thanksgiving Day (Fourth Thursday in November)
• Black Friday (Day after Thanksgiving) - HALF DAY (process until 12:00 PM EST)
• Christmas Eve (December 24) - HALF DAY (process until 12:00 PM EST)
• Christmas Day (December 25)
• New Year's Eve (December 31) - HALF DAY (process until 12:00 PM EST)

Orders Placed on Holidays:

• Will be processed on the next business day

Carrier Delays:

• USPS, UPS, and FedEx also do not operate on most federal holidays
• Expect 1-2 day delays for orders shipping during holiday weeks

18.2 Holiday Season Shipping

Peak Holiday Season (November 15 - December 24):

Order Early:

• Order at least 10-14 business days before needed delivery date
• Expect processing and shipping delays

Recommended Order Deadlines for Christmas Delivery:

• Standard Shipping: December 10
• Expedited Shipping: December 15
• Express Shipping: December 20

No Guarantees:

• We cannot guarantee delivery by Christmas or any specific date
• Carrier delays are common during the holiday season

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19. ENVIRONMENTAL RESPONSIBILITY

19.1 Sustainable Packaging

Our Commitment:

• We use recyclable and biodegradable packaging materials whenever possible
• Minimal packaging to reduce waste
• Reusable boxes and materials

Packaging Materials:

• Cardboard boxes (100% recyclable)
• Paper padding and inserts (recyclable)
• Biodegradable packing peanuts (when necessary)
• Recyclable poly mailers for small items

Please Recycle:

• We encourage you to recycle all packaging materials
• Reuse boxes for storage or shipping

19.2 Carbon-Neutral Shipping (Future Goal)

• We are working toward carbon-neutral shipping options
• Updates will be posted on our website

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20. CONTACT US

20.1 Shipping Questions and Support

Email: support@pethacks.co (fastest response)

Contact Form: www.pethacks.co/pages/contact

Live Chat: Available 9 AM - 6 PM EST, Monday-Friday

Phone: [Insert Phone Number] (10 AM - 5 PM EST, Monday-Friday)

Mailing Address:
Pethacks Shipping Department
[Insert Address]
[City, State, ZIP Code]

20.2 Response Times

Email/Contact Form: 1-2 business days (3 business days during peak seasons)

Live Chat: Immediate during business hours

Phone: Immediate during business hours

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21. CHANGES TO THIS POLICY

We reserve the right to update or modify this Shipping Policy at any time. Changes will be effective immediately upon posting to the Site.

Notification:

• Material changes will be communicated via email
• The "Last Updated" date at the top will reflect the most recent revision

Your Responsibility:

• Review this policy periodically
• Continued use of the Site after changes constitutes acceptance

Orders Placed Before Changes:

• Shipping for orders placed before policy changes are governed by the policy in effect at the time of purchase

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22. DISCLAIMER

22.1 Delivery Estimates

Estimates, Not Guarantees:

• All delivery timeframes are ESTIMATES, not guarantees
• We are not responsible for carrier delays
• We cannot guarantee delivery by a specific date

Factors Beyond Our Control:

• Weather, natural disasters, carrier issues, customs delays, etc.
• We are not liable for delays caused by these factors

22.2 Carrier Responsibility

Once Shipped:

• Once a package is picked up by the carrier, it is in the carrier's custody
• We are not responsible for carrier errors, delays, or misdelivery
• We will assist with carrier investigations but cannot control carrier operations

22.3 Limitation of Liability

Our Liability Is Limited To:

• Replacement of lost or damaged items, OR
• Refund of product and shipping costs

We Are NOT Liable For:

• Consequential damages (missed events, lost business, etc.)
• Emotional distress
• Time or money spent due to shipping delays
• Carrier negligence or errors

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Thank you for choosing Pethacks. We are committed to delivering your pet care products safely, quickly, and affordably.

For any questions about this Shipping Policy, please contact us at support@pethacks.co

Last Updated: February 11, 2026