Shipping policy

Effective Date: July 22, 2026
Last Updated: July 22, 2026

 

1. SHIPPING LOCATIONS

UrPetPalace is proud to serve pet parents across the United States. We operate primarily within the US domestic market to ensure stable shipping routes and tracking. Please note that our partners do not ship to P.O. Boxes, APO (Army Post Office) / FPO (Fleet Post Office) addresses, or military bases due to carrier limitations.

 

2. ORDER PROCESSING TIME (THE BUFFER ZONE)

Before an order is shipped, it must be processed, inspected, and packaged at our partner fulfillment hubs.

  • Processing Window: Most orders are processed within 4 to 9 business days (excluding weekends and major holidays) after your payment is successfully captured.

  • Why this window is required: Because we source our products globally, this processing time allows our overseas partner fulfillment teams to perform rigorous quality checks, package the items securely, and prepare them for international transit before dispatch.

  • Fulfillment Notification: You will receive an automated email notification with your tracking number the moment your package is fulfilled and handed to the shipping carrier.

3. ESTIMATED DELIVERY TIMELINES

To bring you premium pet accessories at accessible prices, we utilize a global network of logistics partners, with products dispatched primarily from our partner fulfillment hubs in China.

  • Delivery Windows: Delivery times are typically 10 to 18 business days after the order has been processed and shipped, but vary depending on your location and the shipping method.

  • Under-Promise, Over-Deliver: While many of our popular items arrive much faster (typically 7 to 12 business days once shipped), we advise customers to anticipate the full 10-to-18 business day window to account for any potential customs clearance or carrier delays.

  • Unforeseen Delays: Shipping times are estimates only and are not guaranteed. UrPetPalace is not responsible for shipping delays caused by weather events, natural disasters, postal service strikes, custom clearances, or high-volume shipping seasons (such as the November-December holidays).

 

4. TRACKING & CARRIER UPDATES

Once your order has shipped, we will send a tracking link directly to the email address used at checkout.

  • Tracking Activation: Please allow 48 to 72 hours for the tracking information to update in the carrier's (e.g., USPS, UPS, DHL) tracking system after you receive your shipping confirmation email.

  • Multiple Packages: If you order multiple different accessories in a single purchase, they may be sourced from different fulfillment hubs. This means your items may arrive in separate packages at slightly different times. You will receive unique tracking numbers for each package at no extra cost.

 

5. LOST, STOLEN, OR DELAYED PACKAGES (DISCLAIMER OF LIABILITY)

UrPetPalace is committed to getting your order to you safely, but our financial and legal liability ends once the package is handed over to the shipping carrier.

  • Carrier Responsibility: Once a package enters the carrier’s network, the postal carrier is fully responsible for the transit and delivery of the shipment.

  • Delivered Status: If your tracking number states that your package was "Delivered" by the carrier, but you claim you did not receive it, UrPetPalace is not financially liable for a refund or a free replacement. In these cases, you must contact your local post office or the carrier directly to file a missing package claim.

  • Porch Piracy: We are not responsible for stolen packages once marked delivered. Please ensure your shipping address is secure and safe for parcel drop-offs.

 

6. INCORRECT SHIPPING ADDRESS POLICY (CUSTOMER RESPONSIBILITY)

Customers are solely responsible for ensuring that their shipping address, contact name, and phone number are entered correctly at checkout.

  • No Address Changes: Due to our rapid processing window, shipping addresses cannot be changed or corrected after the strict 2-hours order cancellation window has passed.

  • Loss of Package: If a package is lost, misdelivered, or returned to sender because the customer entered an incorrect, incomplete, or old shipping address, UrPetPalace is not liable for a refund or a free replacement.

  • Reshipment Fee: If a package is returned to our fulfillment facility due to an incorrect address, or other issues. Please see our return and refund policy, the customer must pay a reshipment and handling fee to have the package shipped back to their correct address.

 

7. UNCLAIMED & REFUSED PACKAGES

If a package is returned to warehouse because the customer was not home to receive it, failed to pick it up from their local or general post office within the carrier's specified pickup window, or refused delivery at the door:

  • The order is not eligible for a cash refund.

  • Once the returned package is physically processed back into warehouse inventory, we will issue you Store Credit (in the form of a digital gift card) for the original purchase price, minus a restocking and return shipping fee, please, see our return and refund policy. 

8.  DOMESTIC LIMITATION & INTERNATIONAL SHIPPING POLICY

At this time, UrPetPalace operates strictly within the United States Market. We focus exclusively on US domestic shipping and do not accept international orders, nor do we ship to any locations outside of the USA. Any updates regarding international shipping availability, customs clearances, or worldwide delivery options will be published on this page in the future as our operations expand.  

9. CONTACT INFORMATION

If you have any questions regarding your shipping status, tracking number, or delivery times, please reach out to us:

  • Store Name: UrPetPalace

  • Customer Support Email: urpetpalace@gmail.com

  • Physical Business Address:
    UrPetPalace
    P.O Box 9652 Virginia Beach, Va 23450
    United States