Shipping Policy

Shipping Policy - SoothPets

Last Updated: November 2025

At SoothPets, we're committed to delivering your pet products safely and efficiently. This Shipping Policy outlines our shipping methods, costs, delivery times, and international shipping information.

1. Shipping Locations

We ship globally to most countries worldwide. However, some remote locations may have restrictions. If we cannot ship to your location, you will be notified during checkout.

2. Processing Time

Orders are typically processed within:

  • Standard Orders: 1-2 business days
  • Custom or Personalized Items: 3-5 business days
  • Pre-order Items: As specified on the product page

Orders placed on weekends or holidays will be processed on the next business day. You will receive a confirmation email once your order has been processed and shipped.

3. Shipping Methods and Delivery Times

Domestic Shipping

  • Standard Shipping: 5-10 business days - $0.00 USD (FREE)
  • Express Shipping: 2-4 business days - $5.00 USD

Note: Delivery times are estimates and not guaranteed. Actual delivery may vary based on location, customs clearance, and carrier performance.

4. Order Tracking

Once your order ships, you will receive:

  • A shipping confirmation email
  • A tracking number
  • A link to track your package

You can also track your order by logging into your account on our website.

5. International Orders

Customs and Import Duties

International customers are responsible for:

  • All customs duties, taxes, and import fees
  • Providing accurate customs information
  • Complying with local import regulations

These fees are determined by your country's customs office and are not included in our shipping costs. SoothPets is not responsible for delays caused by customs clearance.

Restricted Items

Some pet products may be restricted or prohibited in certain countries. Please check your local regulations before ordering. We are not responsible for items seized by customs.

6. Shipping Restrictions

We cannot ship to:

  • P.O. Boxes for certain large items
  • Military APO/FPO addresses (contact us for special arrangements)
  • Countries under trade restrictions or embargoes

7. Delivery Issues

Lost or Stolen Packages

If your package shows as delivered but you haven't received it:

  • Check with neighbors or building management
  • Verify the delivery address on your order
  • Contact the carrier directly
  • Contact us at contact@soothpets.com within 48 hours

We will work with the carrier to investigate. Claims must be filed within 30 days of the delivery date.

Damaged Packages

If your package arrives damaged:

  • Take photos of the damaged packaging and items
  • Contact us immediately at contact@soothpets.com
  • Do not discard the packaging until the claim is resolved
  • We will arrange for a replacement or refund

Wrong Address

Please ensure your shipping address is correct before completing your order. If you need to change the address after placing an order, contact us immediately. We cannot guarantee address changes once the order has shipped. Address correction fees may apply.

8. Delivery Delays

Delays may occur due to:

  • Weather conditions
  • Natural disasters
  • Carrier delays
  • Customs processing
  • High volume periods (holidays)
  • Remote locations

While we strive for timely delivery, SoothPets is not responsible for carrier delays beyond our control.

9. Holiday Shipping

During peak holiday seasons, we recommend:

  • Ordering early to ensure timely delivery
  • Selecting express shipping for time-sensitive gifts
  • Allowing extra time for processing and delivery

Holiday shipping deadlines will be posted on our website.

10. Signature Requirements

Some high-value orders may require a signature upon delivery for security purposes. If no one is available to sign, the carrier will leave a notice with pickup instructions.

11. Multiple Item Orders

Orders containing multiple items may be shipped in separate packages to ensure faster delivery. You may receive multiple tracking numbers for a single order.

12. Contact Us

For questions about shipping or to track your order, please contact us:

Email: contact@soothpets.com
Customer Service Hours: Monday-Friday, 9 AM - 6 PM (Brazil Time)

We reserve the right to update this Shipping Policy at any time. Changes will be posted on this page.