Shipping Policy

Thank you for choosing feltpetsupplies! We are a handcrafted felt dog supplies store located in Los Angeles, USA, dedicated to providing warm and unique products for every beloved dog and its owner. To help you have a clearer understanding of our shipping and delivery processes, we have specially formulated the following transportation policies. Please read this policy carefully before placing an order to ensure a smooth and pleasant shopping experience.

I. Processing Time

All of our products are made by hand. Each item needs to go through meticulous processes from material selection to the final product. Therefore, the order processing time is relatively long, and it is generally completed and dispatched within 3 to 7 working days.

During holidays, promotional activities or when the order volume is large, the processing time may be slightly extended. We will notify you of the specific progress as soon as possible.

The processing time for customized products may be longer. The specific time will be communicated with you when your order is confirmed.

Ii. Mode of Transportation and Time

For transportation within the United States: We mainly use reliable logistics service providers such as USPS, UPS or FedEx. The standard transportation time is usually 3 to 7 working days, while the expedited transportation (with additional charges) takes approximately 1 to 3 working days.

International transportation: We also offer international delivery services for some countries and regions. The international transportation time is usually 10 to 20 working days, but it depends on the customs of the destination country and local express delivery services.

Once all orders are dispatched, you will receive a confirmation email containing the logistics tracking number, allowing you to keep track of the transportation status of the package at any time.

Iii. Freight Description

The shipping fee will be automatically calculated at checkout based on the delivery address, mode of transportation and the weight of the package.

We will occasionally offer free shipping for orders reaching certain amounts. For specific rules, please refer to the announcements on our website or the prompts on the checkout page.

For international orders, in addition to freight charges, the buyer may need to bear customs duties, import duties or other additional expenses. These fees will be collected by the customs of the destination country and borne by the buyer themselves.

Iv. Delivery Scope

We currently support delivery to 48 contiguous states in the United States (some remote areas may be restricted).

For Alaska, Hawaii and the overseas territories of the United States, there may be additional freight charges or longer shipping times.

International orders are only available to certain countries and regions. We will clearly indicate the delivery range on the checkout page. If your address is not within the service area, please contact our customer service team for a solution.

V. Receiving Goods and Risk Transfer

Once your order is delivered to the logistics service provider, the transportation risk is borne by the buyer. We will do our best to assist you in tracking your package, but we do not assume ultimate responsibility for any delay, loss or damage during transportation.

If the address you provided is incorrect, the information is incomplete or the package is returned due to no one signing for it, we will contact you to resarrange the delivery. However, the shipping cost for the re-shipment will be borne by the buyer.

If you find the package severely damaged upon receipt, please take photos immediately and contact the logistics company and our customer service so that we can assist you in applying for compensation.

Vi. Delays and Force Majeure

We will do our utmost to ensure that your order is delivered on time. However, due to uncontrollable factors such as weather, natural disasters, internal delays of the transportation company or customs inspections, delays may occur.

We are not responsible for delays caused by force majeure, but we will actively assist you in obtaining the latest logistics information.

Vii. Order Tracking

Each shipping order will provide a logistics tracking number. You can track the status of your package in real time through the official website of the relevant logistics company.

If you do not receive the tracking number email within 48 hours after shipment, please check your spam folder or contact customer service.

Viii. Splitting and Merging Shipments

If you purchase multiple items at the same time, based on differences in inventory and production progress, the order may be split into multiple packages and dispatched separately.

To enhance the customer experience, we will also combine multiple orders for shipment when possible and inform you of the latest logistics information via email.

Ix. Customer Responsibility

The customer is responsible for providing accurate delivery information, including the recipient's name, detailed address, postal code and contact phone number.

Our store shall not be held responsible for any delay, return or loss of packages caused by incorrect information provided by customers.

X. Contact Us

If you have any questions about the transportation policy or encounter any problems during the delivery process, please feel free to contact our customer service team at any time

📧 email: fan@feltpetsupplies.com

⌚ Working hours: Monday to Friday 9:00-18:00 (Pacific time)

We promise to do our best to solve your problems, ensure that every order can arrive smoothly, and bring warmth and happiness to your beloved dog.

The above transportation policy shall come into effect as of the date of its release and apply to all orders. Thank you for choosing feltpetsupplies, which gives us the opportunity to offer you and your dog the most considerate service.