Shipping Policy

Last updated: September 2026

ShopPetLane currently ships to the United States. Shipping is free on every order — there is no minimum spend. Because we ship directly from our vetted supplier warehouses, the delivery cost is already included in the price you see at checkout.

1. Processing time

Orders are picked, packed and handed to the carrier within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed at the weekend or on a public holiday begin processing on the next business day. If an item is temporarily unavailable we will contact you before dispatch.

2. Delivery estimates

United States

• Standard (CJPacket / YunExpress): 7–15 business days

All estimates are in business days and are measured from dispatch, not from the moment you place the order. We ship from several supplier warehouses and the warehouse that fulfils your order is chosen by stock availability, so transit times vary from parcel to parcel, and items in the same order can arrive separately. During peak periods such as Black Friday, Christmas and public holidays, transit times can be longer.

3. Tracking your parcel

You will receive an order confirmation by email as soon as your order is placed, and a second email with your tracking number as soon as the parcel is scanned by the carrier. Tracking information can take up to 48 hours to appear after dispatch.

You can also follow your delivery from the Order Tracking page using your order number and email address, or from My Account → Orders.

4. Import duties, taxes and customs

Low-value parcels entering the United States are no longer exempt from import duty, so your parcel may be subject to duties or taxes assessed by US Customs and Border Protection. These charges are the responsibility of the customer and are not collected or remitted by ShopPetLane. Customs processing can also add a few days to the delivery estimate. We are required to declare the value of the goods accurately on the customs documentation and cannot mark parcels as gifts or understate their value.

5. Delivery address

Please check your address carefully at checkout. We cannot redirect a parcel once it is in transit. If a parcel is returned to us because the address was incorrect or incomplete, or because it was not collected from the local depot, we will contact you to arrange redelivery — in that case a further shipping cost may apply.

6. Lost or damaged parcels

If tracking shows your parcel as delivered but you cannot find it, please check with your neighbours and your local depot first, then contact us within 7 days. If a parcel is lost in transit, or arrives damaged, contact us at [email protected] with your order number and photographs where relevant. We will investigate with the carrier and arrange a replacement or a refund in line with our Return & Refund Policy.

7. Contact

Questions about a delivery? Email [email protected] with your order number and we will reply within 24 hours, Monday to Friday.