Shipping policy

At AtouPet, we aim to provide clear and reliable international shipping. Orders are processed and shipped from China through our logistics partners.

Please review the estimated processing and delivery times below before placing your order.

1. Order Processing

Orders are normally processed within 1–5 business days after payment is confirmed.

Estimated processing times:

  • Small items: 1–3 business days
  • Large items: 2–5 business days

Large items may include pet carriers, pet car seats, car seat covers, bundles, and other oversized products.

Orders placed on weekends or public holidays will begin processing on the next business day. Processing time is separate from shipping time.

2. Estimated Delivery Times

Delivery times begin after the order has been shipped.

Destination Estimated Delivery
United States 6–15 business days
Canada 5–7 business days
United Kingdom 5–10 business days
Germany 6–10 business days
France 6–10 business days
Japan 3–6 business days

The estimated total delivery time is:

Order processing time + shipping time

For example, an order delivered to the United States may take approximately 7–20 business days in total, depending on the product size and destination.

Delivery times are estimates and are not guaranteed. Customs inspections, severe weather, peak shopping periods, public holidays, remote locations, or carrier disruptions may cause delays.

3. Shipping Costs

Shipping costs are calculated and displayed at checkout before payment.

AtouPet offers free standard shipping on qualifying orders of $69 USD or more, after discounts and before applicable taxes or duties.

Free shipping:

  • Applies to eligible products and destinations;
  • Uses standard shipping;
  • Does not include expedited delivery; and
  • Does not include customs duties or import taxes.

4. Order Tracking

Once your order ships, we will send a shipping confirmation email containing your tracking number.

Tracking information may take 2–5 business days to display its first update. International orders may be transferred between different carriers during transit.

If you have not received tracking information after the normal processing period, contact us at support@atoupet.com.

5. Multiple Packages

Products in the same order may ship separately because of product size, availability, or fulfillment location.

If your order is divided into multiple packages:

  • You may receive more than one tracking number;
  • Packages may arrive on different dates; and
  • You will not be charged additional shipping because we divided the shipment.

6. Customs and Import Charges

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless clearly stated as included at checkout:

  • These charges are the customer’s responsibility;
  • They are not included in the product price or shipping fee; and
  • AtouPet cannot control or predict the amount charged.

If a customer refuses to pay required import charges and the package is returned, actual shipping, return, customs, or handling costs may be deducted from the available refund where permitted by law.

7. Address Changes

Customers are responsible for providing a complete and accurate delivery address.

If you need to change an address, contact support@atoupet.com as soon as possible. We will try to update the address before shipment, but changes cannot be guaranteed after an order enters processing.

AtouPet is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

If a package is returned because of an address error, failed delivery, refusal, or failure to collect it, the customer may be responsible for reshipping and return costs.

8. Delayed or Lost Packages

Contact us if:

  • Tracking has not updated for more than 10 business days; or
  • The package has not arrived within 7 business days after the estimated delivery period.

We will contact the carrier and assist with an investigation.

If a carrier confirms that a package was lost before delivery, AtouPet may provide a replacement or refund to the original payment method.

If we cannot ship your order within the stated processing period, we will notify you of the delay. Where required by applicable law, you may accept the revised shipping date or cancel the unshipped order for a full refund.

9. Packages Marked as Delivered

If tracking shows “Delivered” but you cannot find the package:

  1. Check your mailbox, entrance, porch, reception area, and other safe locations;
  2. Ask household members, neighbors, or building management;
  3. Confirm that the shipping address is correct;
  4. Allow up to 2 business days for final delivery; and
  5. Contact the local carrier for more information.

If the package is still missing, email us within 7 calendar days of the recorded delivery date.

AtouPet will assist with the carrier investigation and determine an appropriate resolution based on the results.

10. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, contact us within 7 calendar days of delivery.

Please provide:

  • Your order number;
  • A description of the issue;
  • Clear photos or videos of the product;
  • Photos of the external packaging; and
  • A photo of the shipping label.

We will review the issue and provide an appropriate resolution under our Return & Refund Policy.

11. Order Changes and Cancellations

To request a change or cancellation, contact us as soon as possible.

We will try to accommodate requests submitted within 12 hours of purchase, but cancellation is not guaranteed after an order enters processing or ships.

Once an order has shipped, it must be handled according to our Return & Refund Policy.

12. Refused or Unclaimed Packages

Refusing delivery does not automatically cancel an order.

If a package is refused, left unclaimed, or returned because the customer did not pay applicable import charges, actual shipping, return, customs, or handling costs may be deducted from the available refund where permitted by law.

Please contact us before refusing a delivery.

13. Contact Us

For shipping, tracking, or delivery assistance, contact:

Email: support@atoupet.com
Response time: Usually within 1–3 business days

Company contact address:

AtouPet
Operated by AutoEvex Technology Limited
Unit 1502, 15/F, Chinachem Golden Plaza
77 Mody Road, Tsim Sha Tsui East
Kowloon, Hong Kong, 000000

This is our company contact address and is not a product return address. Approved returns must be sent to the designated return address provided by our customer support team.