Shipping policy

Shipping Policy

Last updated: August 20, 2026

Thank you for shopping with Chen Global Pet Store. We are committed to providing a reliable and transparent shipping experience. Please review the information below before placing your order.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully completed.

Orders placed on weekends or statutory holidays may begin processing on the next business day.

During holidays, promotional periods, or periods of unusually high order volume, processing times may be slightly longer.

Shipping Destinations

We currently ship to customers within USA, Canada and Internationally.

Some products may have shipping restrictions depending on the supplier, destination, product size, or applicable regulations.

Estimated Delivery Times

Estimated delivery times vary by product, supplier, and destination.

For most Canadian orders, estimated delivery is approximately:

  • Standard Shipping: 5–12 business days

  • Remote or rural locations: Delivery may require additional time

The estimated delivery period begins after the order has been processed.

Delivery dates are estimates and are not guaranteed unless specifically stated at checkout.

Shipping Charges

Shipping charges are displayed at checkout before payment is completed.

We may offer:

  • Free shipping on selected products

  • Free shipping above a specified order value

  • Promotional shipping offers from time to time

Any free-shipping threshold will be clearly displayed on our website.

Multiple Packages

Some products may be supplied from different fulfillment locations.

If your order contains several items, they may arrive in separate packages and on different dates.

You will not normally be charged additional shipping fees simply because your order is delivered in multiple packages.

Order Tracking

When tracking information becomes available, you will receive a shipping confirmation email containing your tracking details.

Please allow up to 48–72 hours after receiving your tracking number for the carrier's tracking system to update.

Incorrect Shipping Address

Customers are responsible for providing an accurate and complete shipping address at checkout.

If you notice an error in your shipping information, contact us as soon as possible at:

sales@chenglobalpetstore.com

We will make reasonable efforts to update the address before the order is fulfilled. However, once an order has been shipped, we may not be able to change the delivery address.

Additional shipping costs resulting from an incorrect or incomplete address may be the responsibility of the customer.

Delayed Shipments

Occasionally, delays may occur because of circumstances outside our control, including:

  • Severe weather

  • Carrier disruptions

  • Customs processing

  • High seasonal shipping volumes

  • Remote delivery locations

  • Supplier or fulfillment delays

If your shipment appears significantly delayed, please contact us and we will assist with tracking the order.

Lost Packages

If tracking indicates that a package has been delivered but you cannot locate it, please:

  1. Check around your property and delivery location.

  2. Confirm that the shipping address provided with your order was correct.

  3. Check with household members, neighbours, concierge staff, or building management.

  4. Contact the shipping carrier using your tracking number.

If the package still cannot be located, contact us at  and we will review the situation with the carrier or supplier.

Damaged Items

If your order arrives damaged, please contact us within [3–7] days of delivery.

Include:

  • Your order number

  • A description of the damage

  • Clear photographs of the product

  • Clear photographs of the packaging, where applicable

We will review your request and determine the appropriate resolution in accordance with our refund and return policy.

International Duties and Taxes

If international shipping becomes available, customers may be responsible for customs duties, import taxes, brokerage fees, or other charges imposed by their destination country.

These charges are generally not included in the product price or shipping fee unless specifically stated otherwise.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We cannot guarantee that an order can be modified or cancelled after it has entered fulfillment or has been shipped.

Contact Us

For questions regarding shipping, delivery, or order tracking, contact:

Chen Global Pet Store.
Email: sales@chenglobalpetstore.com
Website: https://admin.shopify.com/store/bys-user-store-464416-adrjmrc1

We aim to respond to customer inquiries within 1–2 business days.