Shipping Policy
# Our Shipping Policy
**Last Updated: September 14, 2026**
Thank you for shopping with **Petlunae**. We know you're looking forward to receiving your order, so we've outlined our shipping process below to help you understand how orders are processed, shipped, and delivered.
## 1. Order Processing
Once your order is placed, our team begins preparing it for shipment.
Orders are generally processed within approximately **3 business days**. During this time, we verify your order details, prepare your items, and hand the package over to our shipping partner.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Please note that processing times may occasionally be longer during holidays, promotional periods, or periods of unusually high order volume.
## 2. Shipping Time & Cost
After your order has been shipped, estimated delivery generally takes:
**10–20 business days**
We offer a flat-rate shipping fee of:
**$5.99 USD**
Shipping availability and delivery times may vary depending on the destination, product availability, carrier service, customs clearance, and other logistical factors.
Delivery estimates are provided for reference and are not guaranteed.
## 3. Possible Shipping Delays
Occasionally, deliveries may take longer than expected due to circumstances outside our reasonable control, including:
- Customs inspections or clearance delays
- Carrier disruptions
- Severe weather
- Public holidays
- Local delivery conditions
- Incorrect or incomplete shipping information
We appreciate your patience if your shipment experiences an unexpected delay.
## 4. Tracking Your Order
Once your order has been shipped, we will send you a **Shipping Confirmation Email** containing your tracking number.
You may track your shipment through:
**https://www.17track.net**
Please note that tracking information may take several business days to become active after your package has been handed over to the carrier.
If your tracking number does not show information immediately, please allow some time for the carrier's system to update.
## 5. Why Did I Receive Only Part of My Order?
If your order contains multiple items, those items may occasionally be shipped separately.
This can happen when products are fulfilled from different facilities or when sending items separately allows us to deliver part of your order sooner.
If your order is divided into multiple shipments, you may receive a separate shipping confirmation and tracking number for each package.
Receiving one package does not necessarily mean the rest of your order is missing.
## 6. Changing or Correcting Your Order
If you need to make a change to your order, please contact us as soon as possible, preferably within **12 hours of placing your order**.
Changes may include:
- Correcting a shipping address
- Updating a phone number
- Changing a product size or color
- Changing the quantity ordered
- Correcting other order information
Please include:
- Your Order Number
- The Email Address used to place the order
- A clear description of the requested change
You may contact us at:
**support@petlunae.com**
We process orders quickly, so we cannot guarantee that changes can be made once an order has entered fulfillment or has already been shipped.
We will nevertheless make reasonable efforts to assist you.
## 7. Missed Deliveries
If a delivery attempt is unsuccessful, the carrier may leave a notice, attempt redelivery, or hold the package at a local collection point or post office.
We recommend checking the tracking information and contacting the local carrier directly using your tracking number.
If you are unable to resolve the issue with the carrier, please contact our support team for assistance.
Customers are responsible for providing complete and accurate delivery information and, where applicable, collecting packages held by the carrier.
Packages returned because of an incorrect address, unsuccessful delivery attempts, or failure to collect may be subject to additional shipping arrangements or charges.
## 8. What Should I Do If Tracking Has Not Updated?
If your shipment appears to be delayed, please follow these steps:
**Step 1 — Check the latest tracking update**
If your package has received a tracking update within the last **7 days**, it may still be moving normally through the delivery network.
**Step 2 — Contact us if there has been no update**
If the tracking information has not changed for more than **7 days**, please contact our support team.
Include:
- Your Order Number
- Your Order Email
- Your Tracking Number, if available
We will review the shipment information and assist you with the next steps.
## 9. Lost or Missing Packages
If you believe your package may have been lost during transit, please contact us.
We may work with the applicable shipping carrier to investigate the shipment.
### Lost in Transit
If the carrier or our investigation confirms that an eligible package was lost during transit, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.
### Tracking Shows "Delivered"
If tracking shows that your package has been successfully delivered but you cannot locate it, we recommend first checking:
- Around your property or delivery location
- With household members
- With neighbors
- With building reception or management
- With the local delivery carrier
If the package still cannot be located, please contact us and we will review the circumstances and assist where reasonably possible.
## 10. Where We Ship
Petlunae ships to many international destinations.
Shipping availability depends on the destination, carrier coverage, product restrictions, and other logistical considerations.
In the uncommon event that we are unable to ship an order to your destination, we will contact you and provide an appropriate resolution.
Orders may be fulfilled and shipped from different facilities or manufacturing partners depending on product availability and destination.
As a result, the shipping origin shown on your package may vary from order to order.
## 11. Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, consumption taxes, or similar charges depending on the destination country or region.
Where applicable, these charges may be:
- Included in the amount collected at checkout; or
- Collected separately by the carrier, customs authority, or other relevant agency.
The treatment of taxes and duties varies by destination and applicable law.
Customers are responsible for reviewing any applicable import requirements in their country or region.
## 12. Shipping Disclaimer
By placing an order with Petlunae, you acknowledge the following:
**Shipping Times:**
All processing and delivery timeframes are estimates rather than guaranteed delivery dates.
**Carrier & Customs Delays:**
Petlunae is not responsible for delays caused by carriers, customs authorities, severe weather, government actions, or other circumstances outside our reasonable control.
**Address Accuracy:**
Customers are responsible for providing a complete and accurate shipping address. If you notice an error, please contact us as soon as possible.
**Returned Packages:**
If a package is returned due to an incorrect address, unsuccessful delivery, refusal of delivery, or failure to collect the shipment, additional shipping charges may apply if reshipment is requested.
**Delivered Packages:**
A carrier's "Delivered" tracking status will normally be treated as evidence that the shipment was delivered. However, customers may still contact us if they experience an issue, and we will review the circumstances and provide reasonable assistance where appropriate.
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## Have Questions? Contact Us
If you have questions about shipping, tracking, delivery, or your order, please contact the Petlunae customer support team.
**Petlunae**
**Email:**
support@petlunae.com
**Phone / Text:**
(424) 383-8178
**Company:**
HONG KONG NIU LING WEN INTERNATIONAL LIMITED
**Business Address:**
KINGS COMMERCIAL BUILDING
2 CHATHAM COURT
FLAT/RM 09, 11/F
TSIM SHA TSUI, KOWLOON
HONG KONG
When contacting us about an existing order, please include your **Order Number** and the **Email Address used to place the order** so we can assist you more efficiently.