Shipping Policy

The Cool Pet Grid Promise

At Cool Pet Grid, we believe pets are family.
That’s why every order is handled with care — from the moment it’s placed to the moment it arrives at your door.

To reduce unnecessary waste and keep our prices fair, many of our products are shipped directly from trusted global manufacturing partners who specialize in pet-safe materials and quality craftsmanship. This allows us to deliver thoughtfully designed pet essentials without excessive markups.

1. Order Processing & Shipping Fee

Every order is carefully reviewed to ensure it meets our quality standards for your pet.

Processing Time:
2 business days

Shipping Fee:
$5.99 flat rate (worldwide)

Please Note:
During peak seasons (holidays, promotional events, or high-volume sales), processing times may extend up to 5 business days.

2. Estimated Delivery Times

Because our products ship from global partner facilities, delivery times may vary depending on your location.

We truly appreciate your patience — your pet’s comfort and happiness are worth the wait.

3. Order Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Tracking Updates:
Please allow 1–3 business days for tracking information to update after the shipping label is created.
If tracking does not show movement immediately, rest assured — your package is already in transit.

4. Customs, Duties & Taxes

For international orders, shipments are sent DDU (Delivered Duty Unpaid).

This means:

• Any customs duties, import taxes, or additional fees charged by local authorities are the responsibility of the customer.
• Cool Pet Grid is not responsible for delays caused by customs clearance.
• Customs fees are uncommon for most pet accessories, but regulations vary by country.

5. Order Changes & Cancellations

We process orders quickly to ensure timely delivery.

If you need to change your shipping address or cancel an order, please contact us at
support@coolpetgrid.com within 12 hours of placing your order.

Once processing has begun, we are unable to modify or cancel the shipment.

6. Lost or Damaged Packages

Your satisfaction — and your pet’s safety — are our top priorities.

Damaged Items

If your order arrives damaged:

• Email us clear photos of the damaged item within 72 hours of delivery
• We will arrange a free replacement as quickly as possible

Lost or Stolen Packages

Cool Pet Grid is not liable for packages marked as “Delivered” by the carrier.

If your tracking shows “Delivered” but you cannot locate your package, please:

1. Check with neighbors or household members
2. Contact the shipping carrier (USPS, UPS, FedEx, etc.) to file a claim

We are happy to provide all necessary tracking details to assist your claim.
However, we cannot issue refunds for packages confirmed as delivered to the address provided at checkout.