Thank you for shopping at petlibroa.shop.

This Shipping Policy explains how orders placed through petlibroa.shop are processed, shipped, tracked, and delivered. It also explains the procedures applicable to delayed, lost, damaged, incomplete, refused, unclaimed, or undeliverable shipments.

By placing an order through petlibroa.shop, you acknowledge the shipping terms described below.

1. Free Standard Shipping

petlibroa.shop provides free standard shipping on all orders placed through our website.

There is no minimum purchase amount required to receive free standard shipping.

No standard shipping fee will be added during checkout.

Free standard shipping covers the ordinary transportation cost required to deliver an eligible order to the shipping address entered during checkout.

Free standard shipping does not include:

• Customs duties;

• Import taxes;

• Brokerage or customs-clearance charges;

• Address-correction charges imposed after shipment;

• Return shipping for change-of-mind returns;

• Reshipping costs caused by an incorrect or incomplete customer address;

• Charges resulting from refusal or failure to collect a package; or

• Charges independently imposed by carriers, customs authorities, or government agencies.

Applicable sales taxes may still be charged where required by law.

2. Estimated Total Delivery Time

Our estimated total delivery time is:

15–20 business days

Business days are Monday through Friday and exclude Saturdays, Sundays, and public holidays.

The 15–20-business-day estimate includes both normal order processing and shipping transit time. The processing period should not be added separately to this estimate.

The estimated delivery period begins after:

• The order has been successfully submitted;

• Payment has been authorized; and

• Any required payment, identity, fraud, security, or address verification has been completed.

The estimated delivery period is not a guaranteed arrival date unless petlibroa.shop expressly confirms a guaranteed delivery date in writing.

3. Order Processing Time

Orders are generally processed within 2–5 business days.

This processing time is included within the total estimated delivery period of 15–20 business days.

Order processing may include:

• Payment authorization;

• Fraud and security screening;

• Billing and shipping-address verification;

• Product availability checks;

• Product preparation;

• Packaging;

• Shipping-label creation; and

• Transfer of the package to the shipping carrier.

Processing may take longer during:

• Weekends;

• Canadian public holidays;

• Promotional events;

• Product launches;

• Periods of unusually high order volume;

• Inventory adjustments;

• Payment verification;

• Address verification;

• Severe weather;

• Technical disruptions; or

• Other circumstances outside our reasonable control.

4. Order Confirmation

After an order is successfully submitted, an order-confirmation email will normally be sent to the email address provided during checkout.

Customers should review the confirmation and verify:

• Full name;

• Email address;

• Shipping address;

• Products ordered;

• Product sizes, models, colours, and variants;

• Quantities; and

• Billing information.

If any information is incorrect, contact us immediately:

Email: info@petlibroa.shop

We will make reasonable efforts to correct the information before processing or shipment begins. Changes cannot be guaranteed after an order has entered fulfilment.

5. Shipping Confirmation

When an order has been dispatched, we will normally send a shipping-confirmation email.

The shipping confirmation may include:

• The carrier’s name;

• A tracking number;

• A tracking link;

• The shipment date; and

• The current shipment status.

Customers are responsible for ensuring that the email address entered during checkout is accurate.

Please check your spam or junk folder if you do not receive a shipping-confirmation email.

6. Tracking Information

Where tracking is available, customers may use the tracking number or link included in the shipping-confirmation email.

Tracking information may require several business days to become active after a shipping label has been created.

Tracking statuses such as:

• “Label created”;

• “Shipment information received”;

• “Pre-transit”;

• “Electronic information submitted”; or

• “Awaiting carrier scan”

may mean that the carrier has received electronic shipping information but has not yet completed the first physical scan.

Temporary gaps between tracking updates do not necessarily mean that a package has been lost.

7. Multiple Shipments

An order may be divided into more than one package when:

• Products are stored at different fulfilment locations;

• Products become available at different times;

• Different carriers are used;

• Package size or weight requires separate shipment; or

• Separate shipment improves fulfilment efficiency.

Separate packages may:

• Have different tracking numbers;

• Be dispatched on different dates; and

• Arrive on different delivery dates.

Customers will not be charged additional standard shipping fees because an order is divided into multiple packages.

Before reporting a missing product, please review all shipping-confirmation emails and tracking numbers associated with the order.

8. Shipping Destinations

We ship to the destinations available through the checkout page on petlibroa.shop.

Delivery availability may depend on:

• Carrier service areas;

• Product restrictions;

• Customs requirements;

• Applicable laws;

• Address accessibility;

• Security considerations; and

• Operational limitations.

If delivery is unavailable to the address provided, we may request an alternative address or cancel the affected order.

If an order is cancelled because delivery is unavailable, any payment collected for the cancelled products will be refunded to the original payment method.

9. Shipping Address Requirements

Customers must provide a complete and accurate shipping address.

The address should include, where applicable:

• Full recipient name;

• Street name and building number;

• Apartment, suite, floor, or unit number;

• City;

• Province or territory;

• Postal code;

• Country;

• Telephone number; and

• Delivery instructions reasonably required by the carrier.

petlibroa.shop is not responsible for avoidable delays, failed deliveries, or additional costs caused by inaccurate, incomplete, outdated, or inaccessible delivery information supplied by the customer, subject to applicable law.

10. Address Changes

To request an address change, contact:

Email: info@petlibroa.shop

Please provide:

• Your full name;

• Order number;

• Original shipping address;

• Complete corrected shipping address; and

• The email address used during checkout.

Address changes must be requested as soon as possible after the order is placed.

We cannot guarantee that an address can be changed after the order has entered processing, fulfilment, or shipment.

After a package has been transferred to the carrier, redirection may be unavailable or subject to carrier restrictions and additional charges.

11. P.O. Boxes and Restricted Addresses

Delivery to P.O. boxes, parcel lockers, military addresses, hotels, workplaces, forwarding services, remote locations, or other restricted addresses depends on carrier availability.

Customers are responsible for ensuring that:

• The address can receive the package;

• All necessary unit or identification numbers are included;

• The recipient is authorized to receive packages at the address; and

• The package can be collected within the carrier’s holding period.

If delivery cannot be completed, we may request an alternative address or cancel the affected order.

12. Delivery Attempts

Depending on the carrier and delivery location, the carrier may:

• Deliver directly to the recipient;

• Deliver to another authorized person at the address;

• Leave the package at a safe location;

• Deliver to a reception desk or mailroom;

• Deliver to a parcel locker or pickup point;

• Leave a delivery notice;

• Make another delivery attempt; or

• Return the package to the sender.

Customers are responsible for monitoring tracking information and collecting packages within the carrier’s stated collection period.

13. Signature and Identity Verification

Certain shipments may require:

• A signature;

• Proof of identity;

• A collection code; or

• Other delivery verification.

These requirements may depend on the order value, product type, delivery destination, carrier, payment method, or fraud-prevention assessment.

The recipient must provide any verification reasonably required by the carrier.

14. Delivery Delays

Although we aim to deliver orders within 15–20 business days, delays may occur because of:

• Severe weather;

• Natural disasters;

• Public holidays;

• High shipping volume;

• Carrier congestion;

• Transportation interruptions;

• Labour disputes;

• Customs inspections;

• Security screening;

• Remote destination conditions;

• Incorrect delivery information;

• Failed delivery attempts;

• Government restrictions;

• Public-health emergencies;

• Technical problems;

• Supply-chain disruptions; or

• Other circumstances outside our reasonable control.

A delay does not automatically mean that the package has been lost.

If the estimated delivery period has passed, contact:

Email: info@petlibroa.shop

Please include your full name, order number, and tracking number.

15. Time-Sensitive Orders

Customers should place orders sufficiently in advance of:

• Birthdays;

• Holidays;

• Travel;

• Events;

• Pet adoption dates;

• Product replacement deadlines; or

• Other personal deadlines.

The standard delivery period of 15–20 business days is an estimate and not a guaranteed arrival date.

A personal deadline included in an order note or customer-service message does not create a guaranteed delivery obligation unless petlibroa.shop expressly confirms that deadline in writing before accepting the order.

16. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

1. Confirm that the shipping address is correct;

2. Check your mailbox, porch, garage, parcel locker, reception area, mailroom, or other safe delivery locations;

3. Ask household members, neighbours, reception staff, or building management;

4. Review any delivery notice or photograph provided by the carrier;

5. Check whether the package was delivered to a pickup location; and

6. Contact the carrier for additional delivery information.

If the package still cannot be located, contact:

Email: info@petlibroa.shop

Please include:

• Your full name;

• Order number;

• Tracking number;

• Shipping address; and

• A clear description of the issue.

We may open an investigation with the carrier before approving a replacement or refund.

17. Lost Packages

A package is not considered lost solely because tracking information has temporarily stopped updating.

If a package appears to be lost, we may request that the carrier conduct an investigation.

Carrier investigations may require additional processing time.

If the carrier confirms that a package was lost before valid delivery, we will provide an appropriate resolution, which may include:

• A replacement shipment;

• A refund to the original payment method; or

• Another solution agreed with the customer.

18. Damaged Packages or Products

Please inspect your package and products promptly after delivery.

If a package or product arrives damaged, contact:

Email: info@petlibroa.shop

Please provide:

• Your full name;

• Order number;

• A clear description of the damage;

• Photographs of the outer packaging;

• Photographs of the inner packaging;

• A photograph of the shipping label;

• Photographs of the damaged product; and

• A video demonstrating the damage where reasonably necessary.

Please retain the product, accessories, labels, shipping materials, and original packaging until the claim has been reviewed.

Approved claims will be handled according to our Return and Refund Policy and applicable consumer law.

19. Missing or Incorrect Products

If your order contains a missing or incorrect product, contact:

Email: info@petlibroa.shop

Before reporting a missing product, confirm whether the order was divided into multiple shipments.

Please include:

• Your full name;

• Order number;

• The name of the missing or incorrect product;

• The missing component or accessory, where applicable;

• Photographs of all products received;

• Photographs of the package;

• A photograph of the shipping label; and

• Relevant tracking information.

If the issue is confirmed, we will provide an appropriate replacement, replacement part, refund, or other resolution.

20. Product Inspection Before Pet Use

Customers should inspect products promptly after delivery and before allowing an animal to use them.

Please check for:

• Shipping damage;

• Missing parts;

• Loose components;

• Cracks or sharp edges;

• Damaged electrical cords;

• Incorrect assembly components;

• Contamination;

• Broken seals; and

• Other visible safety concerns.

Do not allow an animal to use a product that appears damaged, incomplete, contaminated, unstable, or unsafe.

Contact info@petlibroa.shop promptly if a product arrives in an unsafe or defective condition.

21. Food, Treats, Supplements, and Consumable Products

Where food, treats, supplements, grooming products, or other consumable products are offered, customers should inspect the package before opening or use.

Contact us promptly if a consumable product arrives:

• Damaged;

• Opened;

• Leaking;

• Contaminated;

• Incorrect;

• Expired;

• Missing a protective seal; or

• Otherwise unsafe for its intended use.

Please retain the packaging, batch or lot information, expiry information, shipping label, and photographs until the issue has been reviewed.

Do not use or provide an animal with a product that appears contaminated, spoiled, damaged, or unsafe.

22. Refused, Unclaimed, and Undeliverable Packages

A package may be returned to the sender when:

• Delivery is refused;

• The package is not collected;

• The shipping address is incorrect or incomplete;

• The recipient cannot be located;

• Access to the delivery address is unavailable;

• Required customs charges are not paid;

• The carrier’s collection period expires; or

• Delivery attempts are unsuccessful.

After the package has been returned and inspected, we will determine whether a refund is available.

Although the original standard shipment was free, reasonable costs associated with the following may be deducted from the refund where legally permitted and where the delivery failure resulted from information or actions attributable to the customer:

• Return-to-sender transportation;

• Address correction;

• Carrier handling;

• Customs processing;

• Failed delivery; or

• Reshipping.

Mandatory consumer rights remain unaffected.

23. Reshipping Returned Packages

If a package is returned because of an incorrect address, non-collection, refusal, or another delivery issue attributable to the customer, the customer may request reshipping.

Reasonable reshipping costs may apply even though the original standard shipment was free.

Any reshipping cost will be communicated before the package is shipped again.

No reshipping charge will apply where the failed delivery resulted from a confirmed error by petlibroa.shop or the carrier.

24. International Orders

Where international delivery is available, orders may be subject to:

• Customs inspections;

• Import duties;

• Import taxes;

• Brokerage fees;

• Clearance charges;

• Product-import restrictions; or

• Other destination-related requirements.

Unless expressly included during checkout, these charges are not standard shipping charges and may be payable by the recipient.

Customers are responsible for complying with lawful customs requirements and providing information reasonably required for clearance.

petlibroa.shop does not control customs-processing times or charges independently imposed by government authorities, customs agencies, brokers, or carriers.

25. Customs and Product Restrictions

Certain animal-related, consumable, electronic, health, hygiene, or regulated products may be restricted from entering particular destinations.

An order may be delayed, refused, returned, confiscated, or cancelled where:

• Importation is prohibited;

• Required documentation is unavailable;

• A product does not satisfy destination requirements;

• Customs authorities refuse clearance; or

• The recipient does not complete the required customs process.

Where a shipment cannot be completed because of a legal or customs restriction, the appropriate refund or other resolution will be determined after the circumstances and any returned products have been reviewed.

26. Customs Delays

International shipments may be delayed because of:

• Customs inspections;

• Documentation review;

• Tax assessment;

• Security screening;

• Product classification; or

• Regulatory clearance.

Customers may be required to provide information or payment directly to a carrier or customs authority.

We will provide available shipping documentation where reasonably necessary, but we do not control customs-processing times.

27. Order Changes and Cancellations

To request an order change or cancellation, contact:

Email: info@petlibroa.shop

Requests should be submitted as soon as possible after placing the order.

We will make reasonable efforts to accommodate a request, but changes and cancellations cannot be guaranteed after processing or fulfilment has begun.

Once an order has been dispatched, it cannot normally be cancelled.

After delivery, customers may request a return in accordance with our Return and Refund Policy.

Approved cancellations will be refunded to the original payment method.

28. Returns and Return Shipping

Returns are governed by the Return and Refund Policy published on petlibroa.shop.

Before returning a product, customers must contact:

Email: info@petlibroa.shop

Products must be sent only to the authorized return destination provided by our customer-support team.

For change-of-mind returns, the customer is normally responsible for return shipping costs.

petlibroa.shop will cover reasonable return shipping costs where a product is confirmed to be:

• Defective;

• Unsafe;

• Damaged before or during delivery;

• Incorrect;

• Incomplete because of our error; or

• Materially different from its description.

29. Risk of Loss

Risk of loss or damage transfers according to applicable law and the delivery terms governing the transaction.

Nothing in this Shipping Policy transfers shipping risk to a consumer earlier than permitted under applicable Canadian federal, provincial, or territorial law.

Where a package is lost or damaged while the risk remains with petlibroa.shop, we will provide an appropriate remedy.

30. Force Majeure

We are not responsible for delay or failure caused by circumstances beyond our reasonable control, including:

• Natural disasters;

• Extreme weather;

• Fire or flood;

• War or civil unrest;

• Government action;

• Public-health emergencies;

• Customs restrictions;

• Labour disputes;

• Carrier interruptions;

• Transportation failures;

• Utility failures;

• Cybersecurity incidents;

• Telecommunications failures; or

• Major supply-chain disruptions.

We will make reasonable efforts to reduce the effects of such events and resume normal operations when reasonably possible.

This provision does not remove any consumer right that cannot legally be excluded.

31. Customer Responsibilities

Customers are responsible for:

• Providing accurate order and delivery information;

• Reviewing order confirmations;

• Monitoring tracking information;

• Responding to carrier communications;

• Providing safe and reasonable delivery access;

• Collecting packages within the applicable holding period;

• Paying applicable customs or import charges;

• Inspecting products promptly after delivery;

• Preventing pet use of visibly damaged or unsafe products; and

• Reporting delivery issues as soon as reasonably possible.

These responsibilities do not remove mandatory consumer protection or improperly transfer shipping risk to the customer.

32. Consumer Rights

This Shipping Policy operates alongside applicable Canadian federal, provincial, and territorial consumer-protection laws.

Nothing in this policy excludes, restricts, replaces, or waives any:

• Mandatory delivery right;

• Remedy relating to lost or damaged shipments;

• Right concerning non-delivery;

• Right relating to defective, unsafe, or incorrect products;

• Refund right; or

• Other consumer protection that cannot legally be excluded.

Where applicable law provides greater protection than this policy, the applicable legal requirement will prevail.

33. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

• Shipping services;

• Carrier arrangements;

• Delivery destinations;

• Fulfilment procedures;

• Product restrictions;

• Shopify functionality;

• Business operations; or

• Applicable legal requirements.

The updated policy will be published on petlibroa.shop with a revised “Last updated” date.

Changes will not retroactively reduce rights relating to an order already placed.

The version in effect when an order was placed will generally apply to that order unless a later version provides greater protection or applicable law requires otherwise.

34. Contact Information

For questions about shipping, tracking, delivery, address corrections, delayed packages, missing products, damaged shipments, customs issues, or returned packages, contact:

Website: petlibroa.shop
Email: info@petlibroa.shop