Q&Q Pet

The short version. We dispatch within 1–2 business days. Standard delivery takes 6–12 business days, express takes 3–5. Free standard shipping over $80. Every parcel is tracked, and any duties are calculated at checkout.

1. Where we ship

We ship to addresses worldwide, with the exception of destinations where shipping is restricted by law or by our carriers. If your country cannot be selected at checkout, we regret that we are currently unable to deliver there. Contact us at support@qandqpet.com if you have a question about your destination.

We are unable to deliver to PO boxes for express services, and we cannot deliver to freight forwarders or parcel lockers for orders above a certain value. Please provide a complete street address.

2. Order processing time

Orders are processed and dispatched within 1–2 business days of payment confirmation. Business days exclude weekends and public holidays.

If an item is made to order, personalised or engraved, please allow an additional 1–3 business days before dispatch. The product page will state this where it applies.

Once your order has been dispatched you will receive a confirmation email containing your tracking number. Tracking information can take up to 24 hours to become active.

3. Shipping methods and rates

Method Estimated delivery Cost
Standard tracked 6 – 12 business days $6.90 · free over $80
Express tracked 3 – 5 business days $18.00

Final shipping cost is calculated and displayed at checkout before you pay. Delivery estimates are counted from the date of dispatch, not the date of order.

4. Delivery estimates

The estimates above are typical transit times and are not guaranteed delivery dates. Actual transit time depends on your destination, local postal performance and customs clearance.

  • United States, Canada — 5–12 business days (standard); 3–5 (express).
  • United Kingdom, European Union — 5–11 business days; 3–5 (express).
  • Australia, New Zealand — 7–14 business days; 4–6 (express).
  • Asia, Middle East, Latin America — 8–18 business days; 4–7 (express).

During peak periods such as public holidays and promotional events, transit times may be longer. We will notify you by email if we expect a significant delay to your order.

5. Duties, taxes and customs

Orders shipped internationally may be subject to import duties, taxes or customs handling fees imposed by your destination country. Where our checkout is able to calculate these charges, they are collected at the time of purchase and shown on your order summary, and you will not be asked to pay again on delivery.

Where duties cannot be collected at checkout, any import charges are the responsibility of the recipient. We are required by law to declare the true value of goods on all customs documentation; we cannot mark orders as gifts or understate value.

If you refuse to pay import charges and the parcel is returned to us, we will refund the value of the goods once the return is received, less the original shipping cost and any return charges we incur.

6. Tracking

All shipments include tracking. Your tracking number is sent to the email address provided at checkout. If your tracking has not updated for more than 7 business days, please contact us so we can open a trace with the carrier.

7. Risk and title

Risk of loss or damage to the goods passes to you upon delivery to the address you provided. Title to the goods passes to you upon receipt of payment in full.

If your parcel arrives damaged, please photograph the packaging and contents and contact us within 7 days of delivery. We will replace the item or refund it in full.

8. Lost, delayed or misdelivered parcels

If a parcel is confirmed lost by the carrier, we will send a replacement or issue a full refund, at your choice, at no cost to you.

If a parcel is delivered to an address you supplied incorrectly, or is returned to us as uncollected, we will contact you to arrange redelivery. Additional shipping charges may apply. Please check your address carefully before completing checkout.

Where a carrier's tracking shows delivery to the correct address, we are unable to refund or replace the order unless you can provide evidence that it was not received.

9. Split shipments

If your order contains items with different dispatch times, we may send them in separate parcels at no extra shipping cost to you. You will receive a separate tracking number for each parcel.

10. Changes to this policy

We may update this Shipping & Delivery Policy from time to time. The version that applies to your order is the one published on this page at the time you placed it.

11. Contact