Shipping Information

Shipping Policy

At Pounce Pet Shop, we're proud to offer our customers FREE shipping on all orders!

Order Processing Times

Please allow 1–3 business days to process and dispatch your order after it is placed. An order is considered dispatched when it is handed off to our shipping carrier and is in transit to your chosen address. During peak times and holidays, processing may extend up to 7 business days.

Estimated Shipping Times

The estimated delivery time refers to the overall transit time after your order has been dispatched to the carrier. This depends on several factors, the most important being your location. Estimated delivery times by destination:

United States: [7-10 Business days]

Please note that during peak times and holidays, carriers may experience delays in transit and tracking updates that are outside of our control. For orders shipped internationally, unexpected customs delays may occur. Either of these can extend the overall delivery window beyond the estimates above.

Order Changes and Accurate Shipping Details

It is the customer's responsibility to ensure that shipping details are accurate and complete at checkout. Incomplete or inaccurate details may result in delayed processing or order cancellation. For system-detected address issues, our support team will email you to verify your shipping details within 3 business days of your order being placed. If we do not receive a response within this time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us at contact@pouncepetshop.com within 24 hours of placing your order. We will do our best to accommodate changes, but we cannot guarantee that changes can be made after this time.

Delayed Delivery

At Pounce Pet Shop, we understand that receiving your order in a timely manner is important, and we strive to ship every order as quickly as possible. That said, in some cases there may be delays in delivery due to circumstances outside of our control.

For example, courier partners may experience unexpected delays or disruptions during transit, such as severe weather or transportation issues. In those cases, we will do our best to work with the courier to get your package moving as soon as possible.

There may also be unforeseen circumstances that delay the processing or shipment of your order, such as product availability, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issue with your order that may cause a delay.

Please note that Pounce Pet Shop is not liable for delivery delays caused by external factors beyond our control, and we cannot guarantee an exact delivery date. We will, however, always do our best to keep you updated on your order's status and help resolve any issues that arise.

Lost or Stolen Packages

We understand how frustrating it is to experience a lost or stolen package. Once we hand a package over to our courier partners, however, it is out of our control. If your package is lost or stolen, please contact us at contact@pouncepetshop.com and we will do our best to assist you.

In this situation, we recommend reaching out to the courier company directly to file a claim. Most couriers have a claims process for lost or stolen packages and may require additional information from you to complete it. We will also contact the courier on your behalf to follow up and provide updates.

Please note that Pounce Pet Shop is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. Even so, we will do everything we can to help you resolve the issue. If the package cannot be found or delivered, we may offer a replacement, depending on the situation.

In some cases, the courier may be able to locate the package and deliver it to you. If it cannot be found, we recommend filing a police report.

Shipping Policy Changes

Pounce Pet Shop reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the customer's responsibility to review the most recent version of this Shipping Policy before making a purchase and using our products.

By purchasing and continuing to use Pounce Pet Shop products, customers indicate their acceptance of this Shipping Policy, including any modifications made to it.

We encourage customers to review this policy periodically to stay informed of any changes that may affect their orders. If you have any questions or concerns about our Shipping Policy, please don't hesitate to contact us at contact@pouncepetshop.com.