Shipping Information

1. Shipping Scope and Service Objects​

This shipping information applies only to users (primarily individual consumers; corporate purchases require separate confirmation of shipping terms) who purchase pet products through ShinyFur’s cross-border independent website (www.shinyfur.com) with delivery addresses in the United States, the United Kingdom, and other English-speaking countries/regions. We cooperate with three major international logistics providers (DHL, FedEx, UPS) and do not currently support delivery to the following addresses:​

1. Post Office Boxes (PO Boxes), military bases, and remote islands (e.g., some uninhabited islands in Alaska, USA; some areas of the Isle of Man, UK);​

2. Regions affected by international sanctions, wars, or natural disasters (you can check the latest list of prohibited shipping regions with customer service before placing an order);​

3. Countries/regions where international commercial logistics services are not available (e.g., some small countries in Africa and South America).​

2. Shipping Timelines and Tracking​

1. Shipping Timelines by Region​

Delivery Region​	Timeline After Shipment​	Special Notes​
Contiguous 48 U.S. States​	3-7 business days​	May be delayed by 1-2 days during holidays (e.g., Christmas, Independence Day)​
Alaska/Hawaii, USA​	5-10 business days​	Transit delivery required; additional $15 remote area fee for isolated locations​
Major Cities in England/Scotland, UK​	2-5 business days​	Express delivery within 3 business days available in London, Manchester, etc. (additional fee required)​
Remote Areas in Northern Ireland/Wales, UK​	4-8 business days​	Transit via Royal Mail UK required; timeline heavily affected by weather​
Other English-Speaking Countries (e.g., Australia, Canada)​	7-14 business days​	Adjusted based on customs clearance efficiency at destination; 7 business days for fast clearance, 14 business days for slow clearance​

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2. Tracking Methods​

• Within 24 hours of shipment, we will send a “tracking number + tracking link” (link redirects to the official website of the corresponding logistics provider, e.g., DHL official website) to the email/SMS you provided when placing the order;​

• Log in to the “My Orders” page on the platform, find the corresponding order, and click “Track Shipping” to view the real-time package location (e.g., “Left China Warehouse”, “Under Customs Clearance in the UK”, “Out for Delivery”);​

• If the shipping information is not updated for more than 48 hours, contact customer service (email/phone/WhatsApp). We will assist in submitting a “shipping status inquiry application” to the logistics provider and provide feedback within 1-2 business days.​

3. Shipping Fees and Free Shipping Policy​

1. Basic Shipping Fee Standards​

Shipping fees are charged in tiers based on “order amount + delivery region”, as follows:​

• U.S. Region: ​15shippingfeefororders<100; free shipping for orders ≥ $100;​

• UK Region: £12 shipping fee for orders < £80; free shipping for orders ≥ £80;​

• Other English-Speaking Countries: ​25shippingfeefororders<150; free shipping for orders ≥ ​150;Note:Overweight/over−sizeditems(e.g.,largepetcrates,petfoodover20kg)requireanadditionaloverweightfee,whichisclearlymarkedontheproductdetailpage(e.g.,”Anadditional20 overweight shipping fee applies to this item”).​

2. Fee Payment and Invoices​

• Shipping fees are paid together with product fees when placing an order. The checkout page clearly displays “product amount + shipping fee + total amount” with no hidden fees;​

• If you need a separate invoice for shipping fees, you can select “Shipping Fee Invoice” via “My Orders – Apply for Invoice” within 7 business days of order completion. The invoice will be sent to your email in PDF format (supports electronic invoice formats compliant with EU tax requirements).​

4. Customs and Clearance Instructions​

1. Declaration Information and Responsibility​

• We will truthfully declare the package based on the actual product information (name, quantity, value) of the order. The declared value is based on the product amount you paid (excluding shipping fees). “Under-declaration of value” is not supported (violates EU customs regulations and may result in package seizure);​

• If you need additional declaration materials (e.g., product HS code, certificate of origin), contact customer service to request them (HS code for pet food: 230910; HS code for pet toys: 950300). We will provide them within 24 hours.​

2. Customs Fees and Payment​

• Shipping fees do not include customs duties, import VAT, or other fees in the destination country/region. Such fees are borne by you (the recipient):​

• U.S.: No customs duty for declared value < ​800;2800 (no import VAT);​

• UK: No customs duty for declared value < £135; 3%-8% duty levied for values exceeding £135, and 20% import VAT applies regardless of the amount;​

• Customs will send a “payment notice” to you via the logistics provider (e.g., DHL). You can pay online through the logistics provider’s official website/APP or in person when the package is delivered (supported in some regions). Failure to pay in a timely manner may result in the package being held by customs (if unpaid for more than 7 days, customs may return the package, and you will bear the return shipping fee).​

3. Clearance Exception Handling​

• If customs clearance fails due to “incorrect declaration information” (e.g., we incorrectly declared “pet food” as “pet toys”), we bear the responsibility. We will re-declare, cover any fines/detention fees incurred, and compensate you with a 5% order amount coupon;​

• If customs clearance fails due to “your failure to cooperate with clearance” (e.g., not providing pet food import permits, refusing to pay customs duties), you bear the responsibility. We will not refund the product fee or shipping fee, and you will need to pay the return shipping fee (usually ​50−100) if the package is returned.​

5. Package Delivery and Exception Handling​

1. Delivery Notes​

• When the package is delivered, the logistics provider may require the recipient to sign for confirmation (some regions support “neighbor collection”; you need to set the collector’s information on the logistics provider’s official website in advance);​

• Before signing, check if the package exterior is intact (e.g., any damage, dents, or signs of opening). If the exterior is damaged, you can refuse to sign, record the situation with the logistics provider on-site, and report it to us. We will assist in applying for “package damage compensation”;​

• Within 24 hours of signing, if you find missing or damaged items in the package (excluding quality issues not caused by transportation), provide “package exterior photos + damaged item photos + tracking number” to customer service. We will verify and arrange for a replacement or refund within 3 business days.​

2. Common Exception Handling Solutions​

• Lost Package: If the shipping information shows “Shipped” but the package has not arrived beyond the timeline, and the logistics provider confirms the package is lost, you can choose “free replacement shipment” or “full refund (including shipping fee)”. We will process this within 3 business days of confirming the loss;​

• Wrong Delivery Address: If the package is delivered to the wrong address due to our shipping address error, we will cover the re-shipping fee and compensate you with a $10 coupon. If the wrong address is due to your input error when placing the order, you will bear the re-shipping fee (charged according to the basic shipping fee standard);​

• Package Delay: If the package is delayed due to logistics provider issues (e.g., warehouse backlog, delivery staff absence), we will assist in urging the logistics provider to prioritize processing. For delays exceeding 5 days, we will compensate you with a 3% order amount coupon.​

6. Customer Service and Inquiry Methods​

If you have any questions during the shipping process (e.g., tracking logistics, handling customs clearance, reporting exceptions), contact us through the following official channels:​

• Email: admin@shinyfur.com (response within 24 hours; please indicate “Shipping Inquiry + Order Number”; attach screenshots for complex issues);​

• Phone: +8613770407616 (Service Hours: 9:00-18:00 China Time; English support available; call first for urgent issues such as “package about to be returned”);​

• WhatsApp: +8613770407616 (same as phone number; response within 1 hour during service hours; suitable for simple inquiries such as “shipping progress tracking”).