Shipping & Delivery
To our Pawsome Community,
As we all continue to monitor the novel coronavirus (COVID-19) situation very closely, we wanted to reach out and share the actions Pedigree Palace is taking to keep our customers and employees safe. As your trusted partner in pet products, we are committed to delivering the Pedigree Palace experience you know and love in an environment that promotes and protects the well-being of all across the US and Canada.
Hygiene standards for our customers, staff, work environment, and products are and will always be a top priority. However, as the situation evolves, we have taken additional actions to ensure that our entire organization is here to serve you in the safest way possible. All of our staff is prioritizing good hygiene practices and our products are made in a secure and sanitized facility.
The World Health Organization (WHO) has stated that the likelihood of an infected personal contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. However, for further protection to our customers and employees, we are in the process of moving our inventory to our U.S. warehouses to help eliminate any concern.
We are prepared to navigate these challenging circumstances with everyone’s safety in mind. As a thank you to our customers, we are offering free shipping now until further notice.
Thank you for your continued support during this time.
1. DO YOU SHIP INTERNATIONALLY? HOW MUCH IS SHIPPING?
Yes we do ship EVERYWHERE and shipping is FREE in 99.9% of cases!
We ship from our warehouses located in the United States, Australia, China and Canada. So, please expect your items to be shipped separately (if you order more than one item) as different warehouses specialize in different areas of manufacturing. Our shop's currency is in USD though!
Order processing time takes 1-3 business days before shipment. Deliveries usually take 3 to 8 business days! However, due to the distance between countries, slow postal services, and shipping delays it can sometimes take up to a month. It depends what you purchased and where you live! You can 'CONTACT US' or email firstname.lastname@example.org for specific shipping times.
5. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
We ship from different parts of the World using different carriers so some items might arrive earlier than others. As well, often times some parcels experience shipping delays while others do not. If you'd like to know the status of your other items, please email us with your name and order number.
Returns are only offered to customers who receive a product damaged. Our policy lasts 30 days. If 30 days have gone by since the time of your purchase, unfortunately we can’t offer you a refund or exchange.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.