Shipping policy

Last Updated: September 29, 2026

Thank you for shopping with Petvoray! This policy explains how we process and ship your order, so you know what to expect from checkout to delivery.

1. Order Processing Time

Orders are processed within 1-3 business days (Monday-Friday), excluding weekends and holidays. Processing starts once your payment has been confirmed.

During busy periods, such as sales events and holidays, processing may take a little longer. If your order is significantly delayed, we will let you know by email.

2. Shipping Rates & Delivery Times

Total estimated delivery time: 7-16 business days (processing time + transit time).

We do not add hidden fees or extra handling charges at checkout. Delivery times are estimates provided by our shipping carriers and are not guaranteed. Delays can occasionally happen because of severe weather, high shipping volume, carrier disruptions, or other events outside our control.

3. Order Tracking

When your order ships, we will email you a shipping confirmation with your tracking number. Tracking information may take 24-48 hours after shipment to update.

If you have not received a shipping confirmation within 3 business days of placing your order, please contact us.

4. Incorrect Shipping Address

Please review your shipping address carefully before completing your purchase. Petvoray is not responsible for orders delivered to an incorrect address entered by the customer.

If you notice a mistake, contact us right away. We can update your shipping details only if your order has not yet entered processing. Once an order has shipped, the delivery address cannot be changed.

5. Lost, Damaged, or Delayed Shipments

If your order is delayed, appears to be lost in transit, or arrives damaged, please contact us within 7 days of the delivery date (or the estimated delivery date) and include:

• Your order number
• A short description of the issue
• Photos of the item and packaging, if the item arrived damaged

We will work with the carrier to look into the issue and, where appropriate, offer a replacement or refund in line with our Refund Policy.

6. Refused or Undeliverable Packages

If a package is returned to us because of an incorrect address, a failed delivery attempt, or refusal at delivery, we will contact you to arrange reshipment. Additional shipping charges may apply.

If you would rather not receive a replacement, we will issue a refund in line with our Refund Policy, minus the original shipping costs where applicable.

7. Returns & Exchanges

For details on returns, exchanges, and refund eligibility, please see our Refund Policy page.

8. Contact Us

Have a question about your shipment or this policy? We're happy to help.

• Email: support@petvoray.com
• Phone: +1 (323) 759-4794
• Business Address: 268 W 84th St, Los Angeles, California 90003, United States
• Support Hours: Monday-Friday, 9:00 AM-5:00 PM (ET)