Politique d’expédition
Thank you for shopping with PetzJoy.
We currently ship to selected international destinations, including the United States, Canada, the United Kingdom, countries within the European Union, Australia, New Zealand, and other supported markets.
SHIPPING RATES
Shipping costs are calculated based on the destination and the shipping method available for your order.
The exact shipping cost, including any applicable free-shipping offer, will be displayed at checkout before payment.
For certain destinations or order values, free shipping may be available.
DELIVERY TIMES
Estimated delivery times are displayed at checkout and may vary depending on the destination, product availability, carrier, and shipping method.
For orders shipped to the United States, our standard delivery estimate is generally 6–12 business days.
Please note that delivery estimates do not include potential delays caused by customs, carriers, public holidays, severe weather, or other circumstances outside our control.
PROCESSING TIMES
Orders may require additional processing time before shipment.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
MULTIPLE PACKAGES
If your order contains multiple items, they may be shipped separately.
This means you may receive more than one package and your items may arrive on different dates.
You will not be charged additional shipping fees solely because your order is delivered in multiple packages.
TRACKING
When tracking information is available, it will be sent to the email address used when placing your order.
Please allow some time for tracking information to become active after receiving your shipping confirmation.
INCORRECT SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping address, please contact us as soon as possible at:
contactsupport@petzjoy.fr
We will do our best to update the address before the order is processed, but changes cannot be guaranteed once the order has been shipped.
DELAYS
Occasionally, deliveries may take longer than expected due to circumstances outside our control.
If your order appears significantly delayed, please contact us at contactsupport@petzjoy.fr with your order number so we can investigate.
LOST OR MISSING PACKAGES
If your tracking information indicates that your package has been delivered but you have not received it, please first:
- check around your delivery location;
- check with household members or neighbors;
- contact the carrier when appropriate.
If you still cannot locate your package, contact us at contactsupport@petzjoy.fr and we will review the situation.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective, incomplete, or you receive the wrong item, please contact us as soon as possible.
Please include:
- your order number;
- a description of the issue;
- photos of the item and packaging when relevant.
We will review the situation and provide an appropriate solution.
CUSTOMS, DUTIES AND TAXES
International orders may be subject to taxes, customs duties, import fees, or other charges depending on the destination.
Where PetzJoy collects these charges at checkout, they will be shown before you complete your purchase.
Where they are not collected by PetzJoy, additional charges may be imposed by local customs authorities or the delivery carrier in accordance with applicable local rules.
DELIVERY DATES
Delivery dates are estimates and are not guaranteed unless explicitly stated otherwise.
For time-sensitive purchases, including seasonal or holiday products, we recommend placing your order as early as possible.
ORDER CANCELLATIONS
You may request to cancel your order before it has been processed or shipped.
Once an order has already been processed or shipped, cancellation may no longer be possible.
Please refer to our Return & Refund Policy for information about returns and statutory withdrawal rights.
CONTACT
For any questions regarding shipping, tracking, delays, or delivery issues, contact us at:
PetzJoy
Email: contactsupport@petzjoy.fr