Shipping policy

Last updated: May 14, 2026

This Shipping Policy applies to orders placed through the PETRA PETS website operated by RUM LLC, doing business as PETRA PETS.

1. SHIPPING AREA

We currently ship within the United States only.

We do not currently offer international shipping.

2. PROCESSING TIME

Orders are usually processed within 1–3 business days after payment is confirmed.

Processing time means the time needed to prepare, pack, and hand the order to the shipping carrier. Processing time does not include the carrier’s delivery time.

Orders are not typically processed on weekends or holidays.

3. SHIPPING TIME

Shipping times vary depending on the shipping carrier, destination, holidays, weather, and other delays outside our control.

Estimated delivery times shown at checkout are estimates only and are not guaranteed unless a guaranteed shipping service is specifically offered.

4. SHIPPING RATES

Shipping charges, if applicable, will be shown at checkout before you complete your purchase.

Shipping rates may vary depending on the order size, package weight, destination, and shipping method selected.

5. ORDER CONFIRMATION AND TRACKING

After you place an order, you should receive an order confirmation email.

Once your order ships, you may receive a shipping confirmation email with tracking information, if tracking is available.

Please allow time for the carrier to update tracking information after the package is shipped.

6. INCORRECT OR INCOMPLETE SHIPPING ADDRESS

Customers are responsible for entering the correct and complete shipping address at checkout.

PETRA PETS is not responsible for delays, lost packages, returned packages, or delivery issues caused by an incorrect or incomplete shipping address provided by the customer.

If you notice an address mistake, contact us immediately at:

support@petrapets.com

We cannot guarantee that we can change the address after an order has been processed or shipped.

7. RETURNED PACKAGES

If a package is returned to us because of an incorrect address, incomplete address, failed delivery attempt, refusal of delivery, or failure to pick up the package, we may contact you to arrange reshipment.

Additional shipping charges may apply for reshipping the order.

Original shipping fees are non-refundable unless the issue was caused by our error.

8. LOST, STOLEN, OR MISSING PACKAGES

Once an order is handed to the shipping carrier, delivery is handled by the carrier.

PETRA PETS is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or missing after delivery.

If your tracking shows the package was delivered but you did not receive it, please first check with:

- Household members
- Neighbors
- Building management
- Mailroom or front desk
- The shipping carrier

We will do our best to assist, but final delivery responsibility belongs to the shipping carrier once the package is marked delivered.

9. SHIPPING DELAYS

PETRA PETS is not responsible for shipping delays caused by carriers, weather, holidays, natural disasters, incorrect addresses, high shipping volume, customs issues where applicable, or events outside our control.

If your package is significantly delayed, please contact the shipping carrier using the tracking number. You may also contact us at support@petrapets.com, and we will do our best to assist.

10. DAMAGED, LEAKING, OR INCORRECT ITEMS

If your order arrives damaged, leaking, defective, or incorrect, please contact us within 7 days of delivery at:

support@petrapets.com

Please include:

- Your order number
- A clear photo of the product
- A clear photo of the shipping box
- A clear photo showing the damage, leak, defect, or incorrect item

After reviewing your request, we may offer a replacement, refund, store credit, or another appropriate solution at our discretion.

Please do not return any product unless we specifically instruct you to do so.

11. PRODUCT HANDLING AFTER DELIVERY

PETRA PETS products should be stored in a cool, dry place and kept closed when not in use.

PETRA PETS is not responsible for product damage caused after delivery due to improper storage, heat exposure, misuse, mishandling, or failure to follow product directions.

12. CONTACT

For shipping questions, damaged items, tracking issues, or order support, contact us at:

support@petrapets.com

Please include your order number in your message.