Shipping Policy

Last updated: October 2025

Thank you for shopping with MyPetSupply.org!
This Shipping Policy explains how and when your orders are processed, shipped,
and delivered. It also outlines your rights and obligations under applicable United
States, European Union, and Australian consumer protection laws.

1. Order Processing Times
All orders are processed within 2–3 business days (excluding weekends and
public holidays).
During peak periods, sales, or holidays, processing times may be slightly longer.
Once your order has shipped, you will receive an email confirmation with tracking
details.
Processing times comply with the U.S. Federal Trade Commission (FTC) Mail,
Internet, or Telephone Order Merchandise Rule, which requires that products
be shipped within the timeframe stated at purchase or within 30 days if no
specific time is given.

2. Shipping Times and Delivery Estimates
Estimated Delivery Time:
• Standard Shipping: 7–14 business days (depending on your
location)
We make every effort to ensure your order arrives on time. However,
delivery times are estimates and not guaranteed.
Unforeseen circumstances such as weather events, customs delays,
postal disruptions, or public holidays may cause delays beyond our
control.
MyPetSupply.org cannot be held liable for delays once an item has been
handed to the carrier.
Note: Shipping times vary depending on your country’s import policies, customs
processes, and local delivery service.

3. Order Cancellations
You may cancel your order within 24 hours of placing it, provided it has not yet
been processed or shipped.
To cancel, please email Support@MyPetSupply.org with the subject line
“CANCEL ORDER” and include your order number.

Once an order has shipped, it cannot be canceled. However, you may still be
eligible for a return or store voucher refund (see our Refund Policy).
This policy aligns with the EU Consumer Rights Directive (2011/83/EU),
Australian Consumer Law (Schedule 2 of the Competition and Consumer
Act 2010), and applicable U.S. consumer protection laws.

4. Incorrect or Incomplete Address
If you entered an incorrect or incomplete shipping address, please contact
Support@MyPetSupply.org within 24 hours of placing your order.
We can correct your address before the order is shipped.
Once an order has been dispatched, the shipping address cannot be modified.
If a parcel is returned to us due to an incorrect or incomplete address, we can
resend it once reshipping costs have been paid by the customer.

5. Damaged or Defective Items
We take great care in packaging all products securely. However, approximately 1
in 1,000 shipments may arrive damaged due to carrier mishandling.
If your order arrives damaged or defective, please contact us within 7 days of
receipt at Support@MyPetSupply.org and include:
• Your order number, and
• Clear photos of the damaged product and packaging.
Once verified, we will replace the product free of charge or issue a store
voucher refund, at our discretion.
This policy complies with the Australian Consumer Law, EU Directive on
Sale of Goods, and U.S. implied warranty laws regarding defective
products.

6. Shipping Costs
Shipping fees are displayed at checkout and vary based on destination, shipping
method, and order weight.
Customers are responsible for return shipping costs, unless required
otherwise by law, including:
• Defective or incorrect items (as defined under EU, U.S., and
Australian consumer laws)

• Items not as described or delivered in error
We strive to keep shipping costs fair and transparent.

7. Customs, Duties, and Taxes
Orders shipped internationally may be subject to import duties, customs fees,
or taxes once they reach your country.
These charges are the customer’s responsibility, as we have no control over
them.
Please check your country’s import policies before placing an order.
MyPetSupply.org complies with relevant customs declaration requirements and
accurately lists product values and content on all international shipments.

8. Delayed or Missing Deliveries
If your order has not arrived within the estimated time, please allow an additional
5 business days before contacting us.
We will assist in tracking your shipment and, if necessary, file a claim with the
shipping carrier.
If your item is lost or undelivered due to carrier error, you may be eligible for a
refund or replacement.
However, refunds or replacements will not apply if the delay or non-delivery
is caused by circumstances outside of our control, including (but not limited
to) customs delays, natural disasters, postal strikes, or incorrect address
information provided by the customer.
This clause complies with the FTC Mail Order Rule, EU consumer rights law,
and Australian Consumer Law, which all recognize exceptions for events
beyond a retailer’s reasonable control.

9. Legal Compliance
This policy is designed to comply with:
• United States: Federal Trade Commission (FTC) Mail Order Rule,
Uniform Commercial Code, and relevant state consumer laws.
• European Union: Consumer Rights Directive (2011/83/EU) and
Sale of Goods Directive (EU) 2019/771.
• Australia: Australian Consumer Law (Schedule 2, Competition and
Consumer Act 2010).

10. Contact Us
If you have any questions about your shipment or need assistance with a delivery
issue, please contact us:
Support@MyPetSupply.org
Our team is available Monday–Friday and strives to respond within 24 hours.