Effective date: October 19, 2026
This Shipping Policy explains how Petroots processes and delivers orders for dog and cat beds. Petroots is operated by Yiwu Jinhe Pet Supplies Co., Ltd.
1. Delivery destinations and free shipping
We currently ship to the United States and Canada. Shipping is free on all orders to both countries, with no minimum purchase required. We do not currently offer shipping to other countries.
Please enter your complete delivery address at checkout, including any apartment or unit number and the correct postal or ZIP code. If your address cannot be selected or accepted at checkout, contact us before placing your order so we can confirm delivery availability.
2. Order processing and delivery times
- Order processing: 1–2 business days.
- Transit time after dispatch: 6–8 business days.
- Estimated total delivery time: 7–10 business days from placing your order.
The total estimate includes both processing and transit; it is not an additional 7–10 business days after dispatch. Business days are Monday through Friday, excluding public holidays. Weekends and public holidays are not included in the estimates.
Processing covers preparing and packing your order for dispatch. Transit time begins after the parcel is handed over for delivery. The same estimated timeframes apply to orders shipped to the United States and Canada.
3. Carrier and import duties
Orders are shipped through China Post. Any import customs duties on orders shipped to the United States or Canada are paid by Petroots. Customers are not responsible for these import customs duties.
If you receive a customs-duty payment request relating to your order, contact info@petroots.store with your order number and a copy of the notice so we can arrange for it to be handled.
4. Delivery delays
Delivery dates are estimates. Severe weather, public holidays, carrier disruptions or customs checks may affect arrival times. If an issue affects the processing of your order, we will contact you using the contact information provided with the order.
If your order has not arrived within the estimated 7–10 business days, contact us with your order number and delivery postal or ZIP code so we can investigate and help with the next steps.
5. Tracking and order updates
For help checking dispatch, delivery or available tracking information, email info@petroots.store with your order number and the email address used at checkout. We will review the information available for your order.
6. Address changes and delivery problems
Please check your delivery details before submitting your order. If you need to correct an address, contact us as soon as possible. Whether an address change is possible depends on the order’s processing and dispatch status.
If a parcel is marked as delivered but you cannot locate it, check the delivery location and ask other people at the address, then contact us for assistance. If a parcel is undeliverable or returned to the sender, contact us so we can review the delivery details and agree on the next steps before arranging a return or another delivery.
If an item arrives damaged, has a quality problem or is not the item you ordered, contact us with your order number and a description of the issue. Photos of the item and packaging can help us review it. For a confirmed quality problem or an incorrect item, we cover the applicable shipping costs and offer a refund or replacement. Please see our Return & Exchange Policy.
7. Contact us
For delivery enquiries, use our Contact Us page or the details below. Include your order number and delivery postal or ZIP code when asking about an existing order.
Company Name: Yiwu Jinhe Pet Supplies Co., Ltd.
Address: 2nd Floor, Building 1, No. 633 Jichang Road, Beiyuan Subdistrict, Yiwu City, Jinhua City, Zhejiang Province, China
Tel: +86 18257985162
Email: info@petroots.store
The company address above is for business contact information. Please contact us first to obtain the correct address and instructions for any product return.