At Gentle Pets, we are committed to delivering your order safely and in a timely manner. Please review our Shipping & Delivery Policy to understand what to expect after placing your order.
All orders are processed within 1 to 3 business days after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next available business day.
You will receive an email confirmation with your tracking information once your order has been dispatched.
Please ensure your shipping address is accurate at the time of purchase. Gentle Pets is not responsible for delays or failed deliveries resulting from incorrect or incomplete address information.
Shipping Destinations
We currently ship to the following regions:
- United States
- Europe
- United Kingdom
- Australia
- Asia
- Canada
If your country is not listed at checkout, please contact us directly and we will do our best to accommodate your order.
Estimated Delivery Timeframes
United States: 7 to 12 business days
Europe: 10 to 18 business days
United Kingdom: 4 to 10 business days
Australia: 4 to 11 business days
Asia: 4 to 9 business days
Canada: 5 to 12 business days
These are estimates only. Delivery times may vary due to customs clearance, carrier delays, or high-volume periods such as holidays.
Shipping Costs
Shipping fees are calculated automatically at checkout based on the weight of the items ordered. The same rates apply in every region we ship to (United States, Europe, United Kingdom, Australia, Asia, and Canada):
Under 1 kg: $4.50
1-5 kg: $7.50
Battery / Electronics items: $5.50 flat rate, in all regions
Free shipping is automatically applied on orders of 2 or more items, in all regions.
Order Tracking
Once your order is placed, we’ll provide a tracking number to the email address used at checkout within 3 business days. You can use this number to monitor your shipment in real time through the carrier’s tracking portal.
Please allow up to 48 hours after receiving your tracking number for the carrier’s system to reflect updated movement.
Customs, Duties, and Taxes
For international orders, your shipment may be subject to customs duties, import taxes, or handling fees imposed by your country’s customs authority. These charges are the sole responsibility of the customer and are not included in our product or shipping prices.
Gentle Pets has no control over customs processes or associated fees. We recommend checking with your local customs office for more information prior to placing your order.
Delayed Shipments
While we strive to meet all estimated delivery windows, delays may occasionally occur due to factors outside our control, including carrier disruptions, extreme weather conditions, or customs processing.
If your order has not arrived within 10 business days past the estimated delivery date, please contact our support team and we will investigate promptly.
Lost or Undelivered Packages
If your tracking shows no movement for more than 10 consecutive business days, or if your package is marked delivered but has not been received, please contact us within 7 days of the expected delivery date. We will open a formal investigation with the carrier and work toward a resolution within 5 business days.
Incorrect or Damaged Items Upon Arrival
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery with photos or video documentation. We will arrange a replacement or refund in accordance with our Return & Refund Policy.
Contact Us
For any questions or concerns regarding your shipment, please reach out to our support team:
Email: gentlepet259@gmail.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM