Shipping policy
PetHearts Shipping Times (Updated 7th April 2025)
Estimated Delivery Times:
| Location | Estimated Shipping Time |
|---|---|
| USA & Canada | 6-12 Business Days |
| UK & Europe | 6-10 Business Days |
| Australia & New Zealand | 6-12 Business Days |
| Central & South America | 8-14 Business Days |
| Asia | 8-12 Business Days |
| Africa | 20-30 Business Days |
Please Note:
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Business days are Monday to Friday, 9am - 5pm, excluding weekends and public holidays.
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Estimated times above do not include our 1-3 day order processing period.
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All shipping times exclude delays due to customs clearance procedures.
Maximum Delivery Time:
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Typically within 20 business days, except for orders to Africa.
Shipping Providers
PetHearts partners with trusted international shipping carriers such as FedEx, UPS, DHL, SF Express, and EMS. This ensures secure, trackable shipping directly to your doorstep. We provide Free Tracked Shipping for orders above a certain order value.
Payment and Order Verification
Your payment is processed immediately upon order placement and is subject to verification and approval before shipment. To protect against fraud, orders containing incorrect billing details or requiring further verification may be cancelled and refunded.
Shipping Process
We generally require 1-3 days to process your order before it is dispatched to our shipping carriers. Processing times may increase during busy holiday seasons or for popular items with limited stock availability.
Please ensure all address information is correct at checkout. Once processing has begun, we cannot make changes to your shipping details.
We ship Monday through Friday, excluding weekends and public holidays. Once your order ships, you'll receive a confirmation email containing tracking details.
For orders containing multiple items, products may arrive separately depending on our partner warehouse locations.
Tracking Information
All PetHearts orders include tracking numbers. You’ll receive a tracking email once your order is dispatched. You can easily track your order status via our 'Order Tracking' page.
Note: Tracking information may take a few days to appear in the carrier’s system. If after 5 business days tracking information is unavailable, please contact support@pet-hearts.com.
Lost or Missing Packages
PetHearts is not responsible for incorrect addresses entered at checkout. Please verify your shipping and billing addresses carefully.
If your package is lost, damaged, or stolen during transit and you opted for our extra shipping protection at checkout, we’ll provide a replacement free of charge. Without shipping protection, you'll need to contact the shipping carrier directly or accept personal responsibility.
We use tracking timestamps and delivery confirmations when reviewing lost, damaged, or missing claims. Please report any issues promptly to ensure a smooth resolution.
Wrong Address Disclaimer
It's the buyer’s responsibility to ensure the shipping address provided is accurate. PetHearts begins order processing immediately and cannot accommodate address changes once processing starts.
Feedback & Support
Your satisfaction is very important to us. For questions, concerns, or feedback, please contact our compassionate customer care team at support@pet-hearts.com. Your feedback helps us continually enhance our products and service.