This Policy explains how we process, ship, and deliver orders, and how shipping costs and import charges are treated when an order is returned. It applies to orders placed on www.PetPurrlo.com. Delivery estimates are expressed in business days, excluding weekends and public holidays. Total estimated delivery time is the sum of order processing time and transit time.
1. Order Processing
Processing time: 1—3 business days for all orders.
Processing covers payment verification, stock confirmation, product-safety checks (toy integrity, accessory fastenings, bed stitching), and packing with protective materials to prevent crushing or damage in transit. Processing time runs from the moment the wallet payment is successfully authorized, not from the moment you click “Place Order.”
Payment authorization is a precondition to processing. An order is pending until the iDEAL or BLIK authorization is confirmed. A pending order that has not been authorized is not in processing. If an item becomes unavailable after payment is authorized, we will contact you before dispatch and offer a replacement, store credit, or full refund.
2. Delivery Times by Destination
Delivery time depends on the destination. We do not apply a single delivery window to all orders, because U.S. domestic transit and U.S.-to-EU transit differ materially, and within the EU, core markets and outlying markets differ further. The windows below include DDP customs clearance where applicable.
2.1 United States (contiguous 48 states, Alaska, and Hawaii)
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit | 5—8 business days |
| Total delivery | 6—11 business days from the date of order |
USPS Ground Advantage publishes a 2—5 business day domestic window for the contiguous United States. The 5—8 business day transit range reflects the upper end of the published window plus additional time for Alaska, Hawaii, and addresses outside major metropolitan lanes. It does not reflect a non-domestic routing for U.S. orders.
2.2 United States to major EU destinations
France, Germany, Italy, Spain, the Netherlands, Belgium, and comparable markets.
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit (including DDP clearance) | 7—11 business days |
| Total delivery | 8—14 business days from the date of order |
2.3 United States to other EU destinations
Portugal, Sweden, Greece, Finland, Poland, and comparable markets, including Eastern European member states.
| Stage | Time |
|---|---|
| Processing | 1—3 business days |
| Transit (including DDP clearance) | 9—14 business days |
| Total delivery | 10—17 business days from the date of order |
These windows are estimates, not guaranteed delivery dates. Where we cannot meet a stated estimate, we will notify you and you may cancel the affected order before dispatch, in accordance with Section 8.1 of our Terms of Service.
3. Carriers and Service Selection
We select the carrier and service based on destination, parcel weight and dimensions, and the delivery window applicable to that lane. Carriers we use include USPS, FedEx, DHL, and regional last-mile partners, depending on the lane.
Military addresses (APO/FPO/DPO). USPS is the only carrier authorized to deliver to APO, FPO, and DPO addresses. FedEx, UPS, and DHL do not deliver to these locations. An order destined for a military address will be routed through USPS where service to that address is available. Transit times to APO/FPO/DPO addresses are materially longer than the standard U.S. window. USPS Ground Advantage shipments to certain military destinations may take 45—60 days after shipping to arrive, and tracking updates may be less frequent once the parcel enters the military postal system. The 5—8 business day transit range in Section 2.1 does not apply to APO/FPO/DPO routing. If you are ordering to a military address, the standard U.S. delivery estimate is not an accurate representation of when the parcel will arrive.
P.O. boxes. USPS can deliver to P.O. boxes; FedEx, UPS, and DHL generally cannot. If you enter a P.O. box as the shipping address and the carrier selected for your lane cannot deliver to it, we will contact you to obtain a physical address before dispatch.
Carrier changes. We may change the carrier or service for an order where necessary to meet the applicable delivery window or to route to a restricted address type, provided the change does not increase the shipping fee you were charged.
4. Shipping Fees
| Order value | Shipping fee | Applicable lanes |
|---|---|---|
| Under $50.00 | $6.99 | All lanes |
| $50.00 or more | Free standard shipping | All lanes |
The shipping fee is charged once per order. It covers the outbound shipment only; it does not prepay return shipping unless the return is due to our error, as described in Section 5.2.
5. Import Duties, VAT, and Return Cost Allocation
5.1 Outbound shipment: DDP
For the initial shipment to the destinations listed in Section 2, PetPurrlo absorbs applicable import duties, customs fees, and VAT under DDP terms. You will not be asked to pay these charges separately on delivery. If a carrier or customs authority contacts you for additional payment on the initial shipment, contact us before making any payment so we can verify the charge against the DDP arrangement.
5.2 Return cost allocation
DDP coverage applies to the outbound shipment. What happens to duties, VAT, and shipping costs on a return depends on who caused the return and what has actually been incurred.
Return due to our error (defective, damaged, incorrect item, or fulfilment error): we cover return shipping and refund the item price plus the standard outbound delivery cost. No deduction for the original outbound shipping fee or for import duties/VAT we paid.
Return for a customer reason (wrong size, change of mind, your pet does not like the product, or another reason not attributable to us). Where applicable law permits:
- Return shipping cost: under EU consumer law, the consumer bears the direct cost of returning the goods unless the trader agreed to bear it or failed to inform the consumer that the consumer must bear it. This Policy informs you that return shipping for customer-reason returns is borne by you, except where the return is due to our error.
- **Original outbound shipping fee ($6.99):** where the order qualified for free shipping at the $50.00 threshold and the entire order is returned for a customer reason, the standard $6.99 outbound shipping fee is deducted from the refund.
- Import duties and VAT: whether these can be deducted depends on whether the amount was included in what you paid or was absorbed by us as a cost.
- Where import duties or VAT were included in the amount you paid at checkout, that amount is a payment received from you. On a lawful EU statutory withdrawal, Article 13(1) of Directive 2011/83/EU requires us to reimburse all payments received from you, including the standard outbound delivery cost. That obligation is not displaced by the commercial return rules in this section.
- Where duties or VAT were absorbed by us under DDP and did not appear as a separate charge in what you paid, they are a cost we incurred, not a payment received from you. They are not added to the refund, and they are not deducted from it either. For commercial customer-reason returns (for example, a U.S. customer changing their mind), non-recoverable import duties or VAT actually incurred may be deducted only where applicable law permits and the amount has been disclosed before the return. Recoverability depends on whether the merchant is VAT-registered in the destination country or can use a reclamation scheme; a non-EU merchant without a local VAT registration generally has no mechanism to reclaim import VAT. Where a recoverable amount is later refunded to us by a customs authority or carrier, we will pass that amount through to you.
Important limit: the deduction does not apply to a lawful statutory withdrawal, to a return caused by our error, or where applicable consumer law requires a full refund including outbound delivery costs. Nothing in this section reduces a statutory right you have as a consumer.
6. Tracking
When your parcel leaves our facility, we send a shipping confirmation email with a tracking number. Tracking events may take up to 72 hours from that email to appear, because scan data is generated when the parcel enters the carrier’s network rather than at label creation.
You can track an order using the “Track Order” feature on the Site with your order number and email address. If no tracking event appears after 72 hours, contact us and we will open a carrier inquiry. A tracking status that has not updated for an extended period is not by itself proof that the parcel is lost; we will treat it as a signal to investigate and will act on the carrier’s confirmed status. For APO/FPO/DPO addresses, tracking updates may be less frequent once the parcel enters the military postal system, and a tracking gap does not necessarily mean the parcel is lost.
7. Delays, Loss, and Risk
Delays outside our control. Delivery estimates may be affected by severe weather, carrier or port disruptions, public holidays, peak-season congestion, customs inspections, or other events outside our reasonable control. A delay does not automatically entitle you to a refund. If we become aware of a delay that will cause an order to exceed the applicable total delivery window in Section 2, we will notify you and, where the delay is expected to be material, offer you the option to cancel the affected order before dispatch.
Loss or non-delivery. If the carrier confirms that a parcel is lost or cannot be delivered, we will arrange a replacement or refund in accordance with our Returns & Refunds Policy. A parcel is not treated as lost merely because tracking has not updated within a shorter period than the carrier’s own investigation window.
Risk and title. Risk of loss or damage passes to you when the parcel is delivered to the address you provided, or to a person at that address who accepts delivery on your behalf. Where delivery is made to a parcel locker or a neighbour in accordance with the carrier’s standard practice, delivery to that point is treated as delivery to you for risk purposes, to the extent permitted by applicable law. This does not affect your statutory rights where a parcel is lost or damaged before it reaches you.
Address accuracy. You are responsible for providing a complete and accurate shipping address. If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange redelivery; additional shipping costs for redelivery may be charged, and original shipping fees are not refunded in that scenario.
Refusal and failed clearance. If you refuse delivery of an order that conforms to the contract, or if a parcel cannot be cleared because the destination customs authority requires documentation that you have not provided, the order will be treated as a customer-reason return to the extent the law permits, and the deductions in Section 5.2 may apply.
8. Contact
For questions about shipping, tracking, or delivery:
DIAZ IRONCREST WHOLESALE LLC
1890 Star Shoot Pkwy, Lexington, KY 40509, United States
Email: [email protected] (Mon—Fri, 08:00—17:00 UTC−5)
Phone: +1 5026083295
Part number: 1528171