Where do you ship from?
Petacle is based in Guangzhou, China. All ordered items will be shipped out directly from our base.
Do you ship worldwide?
Yes. We will ship ordered items via E-Parcel which covers over 200 countries and areas in the world. E-Parcel provides whole process trackable service, so that you can easily know where is your parcel now. Due to UK VAT policy, without a UK VAT number, we're unable to ship product to the United Kingdom of Great Britain at present.
How can I track my order?
After your order is sent out, Petacle will send an email to your registered email address and inform you of your tracking number as well as where to track the parcel.
What if I need to modify my delivery address?
If your order has not yet been fulfilled, please email us at cs@petacle.com and we can make an address change for you. If your order has been shipped out, unfortunately we can't make any change to the address. You are not qualified for refund due to incorrect address, insufficient address, abandoned package or refused package. So please be diligent and make sure to type in your correct address when placing your orders. If you feel you made an error in your shipping address, please contact us immediately.
How long can I receive my order?
- Processing Time: As you can see from the website, Petacle is focused on custom-made pet themed items. Since every item is made independently and high in demand, we can't ship out the item right away after you place your order. It may take 1-2 weeks for us to process your order before shipment. In special cases, we may contact you via your registered email address.
- Shipping Time: Below is a chart of estimated transit time. Actual shipping time varies from country to country. This chart of shipping time is for reference only and unfortunately, cannot be guaranteed.
How about the shipping rate?
We provide free global shipping for any order.
Do I need to pay tax?
Customs policies vary widely from country to country. Petacle cannot control and is not responsible for any duties/taxes applied to your package. Shipping globally does mean that you may be required to pay customs and import taxes. All international customers are responsible for duties/taxes within their own country. For further information, we recommend contacting your local customs office.
What if the tracking shows delivered, but I haven't received my order?
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we suggest you have your package delivered to a work address instead to ensure that you receive it safe and sound.
If you have other question, just feel free to contact us at cs@petacle.com