Shipping Policy

This Shipping Policy explains how orders placed through Pawreluna.com are processed, shipped, tracked, and handled when a delivery issue occurs.

Pawreluna is owned and operated by Chaozhou Yuanlin Trading Co., Ltd.

By placing an order through Pawreluna.com, you acknowledge the processing, delivery, and shipping terms described below.

1. Order Processing

Orders are typically processed within 1–3 business days after payment confirmation.

Order processing includes payment verification, order review, inventory allocation, packing, and preparation for shipment. Processing time is separate from carrier transit time.

Business days do not include weekends or public holidays. Orders placed outside normal business days will begin processing on the next available business day.

Processing may take longer during:

• Public holidays;

• Peak sales or promotional periods;

• Periods of unusually high order volume;

• Payment or order verification reviews;

• Inventory changes;

• Incomplete or inaccurate shipping information; or

• Other unexpected operational circumstances.

If a significant issue prevents us from processing your order, we will contact you using the email address provided at checkout.

2. Estimated Delivery Time

After an order has been dispatched, the estimated delivery time is generally 7–15 business days.

When the standard processing period is included, the total estimated time from payment confirmation to delivery is approximately 8–18 business days:

• Order processing: 1–3 business days;

• Transit after dispatch: 7–15 business days; and

• Total estimated delivery period: 8–18 business days.

Delivery estimates begin after payment has been confirmed and do not include weekends or public holidays.

These timeframes are estimates rather than guaranteed delivery dates. Actual delivery may be affected by the destination, carrier operations, customs processing, local delivery conditions, weather events, transportation disruptions, holidays, and other circumstances outside the ordinary shipping process.

3. Shipping Destinations

Available shipping destinations are determined during checkout.

If a valid shipping option appears after you enter your delivery address, shipping is currently available to that destination. If no shipping option is available, we may be unable to deliver the order to the address provided.

Certain remote areas, restricted regions, military addresses, islands, or locations with limited carrier service may have fewer shipping options or experience longer delivery times.

We reserve the right to decline or cancel an order if reliable delivery service is unavailable for the destination. If we cancel an order for this reason, any payment collected for the canceled order will be refunded to the original payment method.

4. Shipping Methods and Fees

Available shipping methods and applicable shipping charges are displayed at checkout before you complete payment.

Shipping costs are calculated based on factors that may include:

• The delivery destination;

• The products included in the order;

• Package dimensions or weight;

• The available carrier service; and

• The shipping method selected at checkout.

If a free-shipping offer or another shipping promotion applies to your order, the applicable benefit will be displayed at checkout.

Customers can review the shipping cost before submitting the order. Pawreluna will not add an undisclosed standard shipping charge after checkout.

Customs duties, import taxes, brokerage fees, and other government-imposed charges are separate from shipping charges unless checkout expressly states otherwise.

5. Fulfillment and Shipping Origin

Depending on product availability, inventory location, and the delivery destination, orders may be fulfilled from our own facilities or from partner fulfillment facilities.

As a result:

• Different products may ship from different locations;

• Items from the same order may arrive in separate packages;

• Separate packages may have different tracking numbers; and

• Delivery dates for items in the same order may vary.

The shipping origin shown in carrier tracking information may therefore differ depending on where the relevant inventory is available.

Pawreluna does not represent that every order is shipped from a local warehouse in the customer’s country.

6. Order Confirmation

After an order is successfully placed, an order confirmation will normally be sent to the email address provided at checkout.

Please review the confirmation carefully and make sure that the following details are correct:

• Customer name;

• Email address;

• Delivery address;

• Products and quantities ordered; and

• Selected shipping method, where applicable.

If you do not receive an order confirmation, please check your spam or junk folder. You may also contact service@pawreluna.com with your full name and the email address used at checkout.

An order confirmation acknowledges that we received the order. Shipment is confirmed separately after the order has been dispatched.

7. Shipping Confirmation and Tracking

Once your order has been dispatched, we will normally send a shipping confirmation email containing the available tracking information.

Tracking information may not become active immediately after a shipping label is created. Carriers may require additional time to scan the package and display the first tracking event.

Some carriers provide detailed tracking at each stage of transit, while others update tracking only at major transportation or delivery milestones.

If your order is sent in multiple packages, you may receive:

• More than one shipping confirmation;

• Multiple tracking numbers; or

• Packages delivered on different dates.

Please allow time for each tracking number to update independently.

8. Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Before submitting an order, please verify:

• The recipient’s full name;

• Street address and building number;

• Apartment, suite, or unit number;

• City, state, province, or region;

• Postal or ZIP code;

• Country; and

• Any delivery information reasonably required by the carrier.

Pawreluna is not responsible for delays caused by incomplete or inaccurate information supplied by the customer. However, we will provide reasonable assistance when contacted promptly.

9. Address Changes

If you notice an error in your shipping address, contact service@pawreluna.com as soon as possible and include your order number and the corrected address.

We will make reasonable efforts to update the information, but an address change cannot be guaranteed once order processing, fulfillment, shipment preparation, or dispatch has begun.

Once a package has been transferred to the carrier, the carrier may not permit us to redirect it. If available, any address-correction or redirection option may be subject to the carrier’s procedures.

If a package is returned, delayed, misdelivered, or requires reshipment because of an incomplete or inaccurate address supplied by the customer, reasonable reshipping costs may apply where permitted by applicable law.

10. Order Changes and Cancellations

If you need to change or cancel an order, contact service@pawreluna.com as soon as possible.

Because orders are typically processed within 1–3 business days after payment confirmation, requests should be submitted promptly.

We will make reasonable efforts to accommodate the request, but changes or cancellations cannot be guaranteed after order processing, fulfillment, shipment preparation, or dispatch has begun.

If an order has already been shipped, it generally cannot be canceled. After delivery, you may request an eligible return in accordance with our Return & Refund Policy.

11. Delivery Delays

Although most orders arrive within the estimated period, delivery can occasionally be delayed by circumstances such as:

• Carrier congestion or operational disruptions;

• Customs inspection or clearance;

• Severe weather or natural events;

• Transportation interruptions;

• Public holidays;

• Remote delivery locations;

• Incorrect or incomplete address information;

• Local delivery restrictions;

• Security screening;

• Unusually high shipping volume; or

• Other circumstances outside the ordinary shipping process.

A delayed tracking update does not necessarily mean the package is lost. Some carriers may move a package between facilities without recording every transit event.

If your tracking has not updated for an extended period or your package has not arrived after the estimated delivery window, contact service@pawreluna.com with your order number and tracking number.

We will review the available shipment information and, where appropriate, contact or guide you in contacting the carrier.

We do not automatically reject a delivery claim merely because a package has already been transferred to a carrier.

12. Lost Packages

If a package appears to be lost in transit, please contact us at service@pawreluna.com and provide:

• Your order number;

• The recipient’s name;

• The delivery address;

• The tracking number; and

• Any relevant carrier communication.

We will review the tracking history and available delivery information. In some cases, a carrier investigation may be required before the shipment can be confirmed as lost.

If the carrier confirms that the package was lost before delivery, or our review otherwise validates the claim, Pawreluna will provide an appropriate solution in accordance with the circumstances and applicable law. This may include:

• A replacement shipment;

• A refund to the original payment method; or

• Another reasonable delivery solution.

A validated loss caused during the shipping process will be handled at no additional cost to the customer.

13. Packages Marked as Delivered but Not Found

A “Delivered” tracking status does not automatically prevent a customer from requesting assistance.

If tracking shows that a package was delivered but you cannot locate it, please first:

1. Confirm that the shipping address on the order is correct.

2. Check the mailbox, porch, entrance, garage, side door, and other secure delivery locations.

3. Ask household members whether they accepted the package.

4. Check with building reception, property management, or a mailroom where applicable.

5. Ask nearby neighbors whether the package was accepted on your behalf.

6. Contact the local carrier office for additional delivery details where appropriate.

If the package still cannot be located, contact service@pawreluna.com with your order number and tracking information.

We will review the available information and provide reasonable assistance. The appropriate resolution will depend on the shipment records, carrier findings, available evidence, and the specific circumstances of the delivery.

14. Stolen Packages

If you reasonably believe that a package was stolen after delivery, contact us as soon as possible.

We may request information such as:

• Your order number;

• The tracking number;

• Confirmation of the delivery address;

• Details about the delivery location;

• Available security-camera information;

• Written carrier confirmation; or

• A police or property-management report where reasonably appropriate.

We will not automatically reject the request solely because tracking states that the package was delivered. Each claim will be reviewed based on the available evidence and applicable carrier procedures.

Because theft after confirmed delivery depends on circumstances outside the ordinary shipping process, the available resolution may differ from a package confirmed lost before delivery.

15. Damaged Shipments

Please inspect your package and product promptly after delivery.

If an item arrives damaged as a result of shipping, contact service@pawreluna.com as soon as possible and provide:

• Your order number;

• A description of the damage;

• Clear photos or videos of the product;

• Photos of the outer and inner packaging; and

• A clear photo of the shipping label.

Please keep the damaged item and all packaging while we review the claim. Do not discard, repair, alter, or return the item unless instructed to do so.

If we confirm that the item was damaged during shipment, Pawreluna will provide an appropriate replacement, refund, return arrangement, or other reasonable solution at no additional cost to you.

Do not return a damaged product to the registered business address. If a return is required, our support team will provide the correct return warehouse address and instructions.

16. Incorrect or Incomplete Deliveries

If you receive the wrong product, the wrong quantity, or an order with missing components, contact service@pawreluna.com as soon as possible.

Please include your order number and clear photos of:

• The product received;

• All items included in the package;

• The shipping packaging; and

• The shipping label.

Once the issue has been reviewed and confirmed, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you.

17. Split Shipments

Products included in the same order may be shipped separately because of inventory location, package size, carrier limitations, or fulfillment arrangements.

When an order is split:

• Each package may have its own tracking number;

• Packages may be dispatched on different dates;

• Packages may arrive at different times; and

• Receiving one package does not necessarily mean the remaining items are missing.

Please review all shipment confirmation emails and tracking numbers before reporting a missing item.

18. International Orders, Customs, and Import Charges

Where international shipping is available, packages may be reviewed by customs authorities in the destination country.

Customs processing may delay delivery beyond the standard estimate. Pawreluna cannot control the time required by customs or local authorities to review and release a package, but we will provide available shipment information when reasonably possible.

Unless expressly included at checkout, the recipient is responsible for any applicable:

• Customs duties;

• Import taxes;

• Brokerage fees;

• Clearance fees;

• Local handling charges; or

• Other charges imposed by the destination country or carrier.

These charges are not set or collected by Pawreluna unless clearly stated during checkout.

Customers are responsible for complying with applicable import rules in their destination. If you are unsure whether charges or restrictions apply, contact the relevant local customs authority before ordering.

19. Undeliverable or Returned Packages

A package may be returned to the sender because of:

• An incomplete or inaccurate address;

• An unavailable recipient;

• Repeated unsuccessful delivery attempts;

• Failure to collect the package;

• Customs refusal or non-payment of required import charges;

• An unauthorized refusal of delivery; or

• Other carrier-determined delivery problems.

If tracking shows that a package is being returned, contact service@pawreluna.com.

After the package is received and reviewed, we will determine the available reshipment or refund options. If the return resulted from incorrect customer-provided information or an unauthorized refusal, reasonable shipping or reshipping costs may apply where permitted by applicable law.

Please do not refuse a delivery or arrange an unauthorized return without contacting us first.

20. Refused Deliveries

Refusing a package does not automatically cancel the order or create an approved return.

If you no longer want an order, contact us before taking action. An unauthorized refusal may:

• Delay the return process;

• Prevent the package from reaching the correct return facility;

• Result in additional carrier charges; or

• Affect the amount eligible for refund where permitted by law.

Preference-based returns must follow the authorization process described in our Return & Refund Policy.

This section does not limit assistance for a package containing an item that arrived damaged, defective, incorrect, incomplete, or materially different from what was ordered.

21. Delivery Estimates and Responsibility

Pawreluna provides delivery estimates in good faith based on the expected processing period and available carrier information.

We cannot guarantee an exact delivery date, but we remain available to assist with delayed, lost, damaged, incorrectly delivered, or otherwise problematic shipments.

Nothing in this policy transfers all shipping risk to the customer or limits any mandatory rights or remedies available under applicable consumer protection law.

22. Relationship to Our Return & Refund Policy

Shipping-related return and refund requests are also subject to the Pawreluna Return & Refund Policy.

The following standards remain consistent across our policies:

• Eligible returns may be requested within 30 calendar days after confirmed delivery.

• Preference-based return shipping is paid by the customer.

• Confirmed damaged, defective, incorrect, incomplete, or materially different orders will receive an appropriate solution at no additional cost to the customer.

• Approved refunds are issued to the original payment method within 5 business days after the returned item has been received and inspected.

• Banks, card issuers, digital wallets, and other payment providers may require an additional 5–10 business days to post a refund.

Customers must obtain return authorization and the correct return warehouse address before sending merchandise.

23. Applicable Consumer Rights

This Shipping Policy does not exclude, restrict, or replace any mandatory consumer rights that cannot legally be limited.

Where applicable law provides stronger protection than this policy, the mandatory legal protection will apply.

24. Contact Information

For questions about processing, shipping, tracking, delays, lost packages, damaged shipments, or delivery issues, contact:

Email: service@pawreluna.com
Website: Pawreluna.com

Store operator:
Chaozhou Yuanlin Trading Co., Ltd.

Registered business address:
No. 13-2, Daxiang Road, Baolong Village
Anbu Town, Chao'an District
Chaozhou, Guangdong, China

Important: The registered business address above is not a return warehouse. Do not send products to this address. Contact service@pawreluna.com to obtain return authorization and the correct return warehouse address.