Shipping policy
SHIPPING POLICY
Brand: PetZen | Product: FurAway | Last updated: April 2026
1. General Information
At PetZen, we are committed to delivering your FurAway order in the best possible condition. All shipments are handled through our international logistics partners and are processed within 1 to 3 business days after payment confirmation.
2. Shipping Costs
Shipping is completely free for all orders, regardless of destination country or order value. No additional shipping fees will be applied during checkout.
3. Shipping Zones
PetZen ships worldwide. If your country is not available during checkout, you may contact us at [your email], and we will assess the possibility of processing your order manually.
4. Estimated Delivery Times
Delivery times are approximate and may vary depending on the destination country, the assigned carrier, and potential customs delays.
| Region | Estimated Delivery Time |
|---|---|
| Western Europe | 7 – 15 business days |
| Eastern Europe | 10 – 20 business days |
| North America | 10 – 20 business days |
| Latin America | 15 – 25 business days |
| Asia & Oceania | 10 – 20 business days |
| Rest of the World | 15 – 30 business days |
⚠️ These timeframes are estimates only. PetZen is not responsible for delays caused by customs, local holidays, or logistical issues outside our control.
5. Order Tracking
Once your order has been dispatched, you will receive a confirmation email containing your tracking number so you can follow your shipment at any time. Tracking information may take 24 to 72 hours to become active.
6. Customs and Import Taxes
For orders shipped outside the European Union, customs duties, import taxes, or other local fees may apply depending on the destination country’s regulations. These costs are the sole responsibility of the customer and are not included in the product price.
PetZen has no control over these charges and cannot predict their amount. We recommend checking with your local customs authority before placing an order if you are unsure.
7. Undelivered Orders
If the estimated delivery time has passed and you have not received your order, please:
- Check the tracking status using your tracking number
- Verify that the shipping address provided is correct
- Contact us at [your email] with your order number
We will review each case individually. If the shipment is confirmed lost, we will arrange a replacement or a full refund at no additional cost to the customer.
8. Incorrect Shipping Address
PetZen is not responsible for delays or losses resulting from incorrect or incomplete shipping addresses provided by the customer at checkout.
If an order is returned due to an incorrect address, reshipping costs will be borne by the customer.
9. Damages During Transit
If your product arrives visibly damaged, you must notify us within 48 hours of receipt, including photographs of both the product and packaging. PetZen will review the case and offer either a replacement or a full refund, depending on the situation.
