Política de envío
SHIPPING POLICY
Thank you for shopping at Pet Elite. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.
Pet Elite works with third-party suppliers and fulfillment centers located in different countries. As a result, products may be shipped directly from our international fulfillment partners.
CONTACT INFORMATION
For questions about your order or shipment, contact us at:
Pet Elite
Email: petelite.store.shopify@gmail.com
Please include your full name and order number so we can assist you more quickly.
ORDER PROCESSING
Orders are generally processed within 1 to 5 business days after payment has been successfully confirmed.
Business days do not include Saturdays, Sundays, or public holidays.
During periods of high demand, promotional events, holidays, supplier delays, or unexpected circumstances, processing may take longer.
Once your order has been processed and shipped, you will receive a confirmation email with tracking information when available.
Processing time is separate from shipping and delivery time.
ESTIMATED DELIVERY TIMES
Estimated delivery times begin after the order has been processed and shipped.
Standard international delivery generally takes:
7 to 25 business days
Deliveries to remote areas or destinations with slower postal services may take:
10 to 35 business days
These delivery times are estimates and may vary depending on:
• The destination country.
• The location of the fulfillment center.
• The shipping carrier.
• Customs inspections.
• Local postal services.
• Weather conditions.
• Public holidays.
• High seasonal demand.
• Transportation disruptions.
• Incorrect or incomplete shipping information.
Delivery dates are not guaranteed unless explicitly stated otherwise at checkout.
Pet Elite will make reasonable efforts to ensure that orders are delivered within the estimated timeframe shown at the time of purchase.
DROPSHIPPING AND INTERNATIONAL FULFILLMENT
Pet Elite operates using a dropshipping and third-party fulfillment model.
This means that products may be stored, packaged, and shipped directly by independent suppliers, manufacturers, warehouses, or logistics partners.
Because products may be shipped from different fulfillment centers:
• Orders may arrive in separate packages.
• Products may arrive on different dates.
• Separate tracking numbers may be provided.
• Packages may be handled by different carriers.
• Packaging may vary depending on the supplier.
• The shipping origin may differ between products.
Receiving only part of an order does not necessarily mean that the remaining products are missing.
Please review all tracking numbers associated with your order before contacting us about a missing item.
SHIPPING DESTINATIONS
We ship to the countries and regions available at checkout.
Certain products may not be available for delivery to all locations due to supplier limitations, shipping restrictions, customs regulations, or carrier availability.
If we are unable to ship an item to your destination after your order has been placed, we will contact you and provide an appropriate solution, which may include a replacement, alternative product, partial refund, or full refund.
SHIPPING COSTS
Shipping costs are displayed at checkout before payment is completed.
Shipping prices may depend on:
• The destination country.
• The number of products ordered.
• The weight or size of the package.
• The shipping method selected.
• Current supplier or carrier rates.
Any free shipping promotion will be subject to the conditions displayed on the website at the time of purchase.
Shipping costs cannot be changed after an order has been completed unless the order itself is modified or cancelled before processing.
ORDER TRACKING
When tracking is available, the tracking number will be sent to the email address provided during checkout.
Tracking information may take between 2 and 7 business days to become active after the shipping confirmation is sent.
In some cases, tracking may not update while the package is:
• Moving between countries.
• Waiting for customs clearance.
• Being transferred between carriers.
• Entering the local postal network.
A temporary lack of tracking updates does not necessarily mean that the package is lost.
Some international shipments may use more than one tracking number during transit.
INCORRECT OR INCOMPLETE SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please verify the following information carefully:
• Full recipient name.
• Street name and number.
• Apartment, house, or unit number.
• City.
• State, province, or region.
• Postal or ZIP code.
• Country.
• Telephone number.
• Email address.
Contact us immediately at petelite.store.shopify@gmail.com if you notice an error.
We cannot guarantee that an address can be changed after an order has entered processing or fulfillment.
Pet Elite is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete information provided by the customer.
If a package is returned because of an incorrect or incomplete address, the customer may be responsible for reshipping costs.
ADDRESS CHANGES
Shipping address changes may only be requested before the order has been processed.
Once the order has been shipped, we may be unable to redirect it.
Requests to change an address must be sent to:
petelite.store.shopify@gmail.com
Please include your order number, current address, and corrected address.
Submitting a request does not guarantee that the address can be changed.
SEPARATE PACKAGES
Orders containing multiple products may be shipped separately.
Each package may:
• Have a different tracking number.
• Arrive on a different date.
• Be delivered by a different carrier.
• Be shipped from a different country or warehouse.
No additional shipping fee will be charged solely because an order is divided into multiple packages unless clearly stated before checkout.
CUSTOMS, DUTIES, AND IMPORT TAXES
International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.
These charges are determined by local authorities and are not controlled by Pet Elite.
Unless explicitly stated at checkout, customs duties and import charges are not included in the product price or shipping cost.
The customer is responsible for paying any applicable import charges required by local authorities.
Pet Elite cannot:
• Declare an incorrect product value.
• Mark a commercial order as a gift.
• Falsify customs documents.
• Guarantee that a package will not be inspected by customs.
Customs inspections may cause additional delivery delays.
DELIVERY DELAYS
Although we make reasonable efforts to meet the estimated delivery times, delays may occur for reasons outside our direct control.
Possible causes include:
• Customs clearance.
• Carrier delays.
• Extreme weather.
• Natural disasters.
• Public holidays.
• Strikes.
• Transportation disruptions.
• High order volumes.
• Local delivery restrictions.
• Global supply chain issues.
• Events beyond our reasonable control.
A package is not considered lost solely because it has been delayed.
If your order has not arrived after the maximum estimated delivery period, contact us at petelite.store.shopify@gmail.com so we can investigate the shipment.
Pet Elite remains responsible for assisting customers with delivery problems, even when transportation is handled by an external carrier or fulfillment partner.
LOST PACKAGES
If your order has not arrived within the maximum estimated delivery period, please contact us.
Before a package can be considered lost, we may need to:
• Review the tracking history.
• Confirm your delivery address.
• Contact the carrier or supplier.
• Request a formal carrier investigation.
• Allow additional time for customs or local delivery.
If the carrier or fulfillment provider officially confirms that the package was lost in transit, we may offer:
• A replacement shipment.
• A full refund.
• Another appropriate solution agreed upon with the customer.
The available solution may depend on the circumstances, product availability, and applicable consumer protection laws.
PACKAGES MARKED AS DELIVERED
If tracking shows that your package was delivered but you cannot find it, please:
• Confirm that the shipping address is correct.
• Check around your home or delivery location.
• Ask household members, neighbors, reception staff, or building management.
• Check mailboxes, entrances, garages, gardens, and safe delivery areas.
• Contact the local carrier.
• Allow up to 48 hours, as some carriers may update the status before final delivery.
If the package is still missing, contact us at petelite.store.shopify@gmail.com.
We will review the case and may request an investigation from the carrier.
A refund or replacement is not automatically guaranteed when tracking confirms delivery. Each claim will be evaluated based on the available evidence and the carrier’s investigation.
FAILED DELIVERY ATTEMPTS
The customer is responsible for being available to receive the package or following the carrier’s instructions after an unsuccessful delivery attempt.
Pet Elite is not responsible for failed deliveries caused by:
• The recipient being unavailable.
• Restricted access to the delivery address.
• Failure to respond to the carrier.
• Failure to collect the package.
• An incorrect phone number.
• Refusal to accept delivery.
• An incomplete or incorrect address.
If the package is returned, abandoned, or destroyed because it was not collected, additional shipping fees may apply and a refund may not be available, except where required by law.
UNCLAIMED OR REFUSED PACKAGES
Packages that are refused or not collected from the carrier, postal office, pickup point, or customs authority may be returned to the sender or disposed of.
If the package is successfully returned to an authorized fulfillment center, a refund may be considered after deducting applicable shipping, return, handling, customs, or processing costs, where legally permitted.
Do not refuse a package or return it to the address shown on the label without first contacting Pet Elite.
The address printed on the package may belong to a supplier or logistics center that does not process customer returns.
DAMAGED PACKAGES
Please inspect your package as soon as it is delivered.
If the product arrives damaged, broken, incomplete, or in poor condition, contact us as soon as possible at:
petelite.store.shopify@gmail.com
Please provide:
• Your full name.
• Your order number.
• Clear photographs or videos of the damaged product.
• Photographs of the external packaging.
• Photographs of the shipping label.
• A description of the problem.
Keep the product and packaging until we have reviewed your claim.
Do not return or dispose of the product unless we instruct you to do so.
Approved damaged-product claims will be handled according to our Return and Refund Policy and applicable consumer protection laws.
WRONG OR MISSING ITEMS
If you receive the wrong product, wrong size, wrong color, or an incomplete order, contact us at:
petelite.store.shopify@gmail.com
Please include your order number and clear photographs of:
• The product received.
• The packaging.
• The shipping label.
• Any included accessories or components.
Remember that products from the same order may arrive separately.
Before reporting a missing item, please check whether your order includes multiple tracking numbers.
ORDER CANCELLATIONS
Orders may only be cancelled before they have entered processing or fulfillment.
Contact us immediately at:
petelite.store.shopify@gmail.com
Because orders may be sent automatically to our fulfillment partners shortly after purchase, cancellation cannot be guaranteed.
Once an order has been processed or shipped, it cannot be cancelled. You must wait for the product to arrive and follow our Return and Refund Policy.
DELIVERY RESTRICTIONS
We may be unable to deliver to certain:
• P.O. boxes.
• Military addresses.
• Remote areas.
• Restricted regions.
• Islands or territories.
• Countries subject to shipping or trade restrictions.
Available delivery locations will generally be shown at checkout.
If a carrier cannot deliver to the address provided, we will contact the customer when possible.
PRODUCT AVAILABILITY
All products are subject to supplier availability.
Because inventory is managed by third-party fulfillment partners, stock levels may occasionally change before our website is updated.
If a product becomes unavailable after purchase, we may:
• Offer an alternative product.
• Ship the available products separately.
• Issue a partial refund.
• Cancel and refund the unavailable item.
• Cancel and refund the entire order when necessary.
We will not substitute a materially different product without the customer’s agreement.
RETURNS
Shipping a product back to Pet Elite is governed by our Return and Refund Policy.
Customers must contact us before returning any product.
Do not return products to the shipping address printed on the package unless we provide written authorization.
Because products may come from different suppliers, every approved return may require a different return address.
CUSTOMER RESPONSIBILITIES
Customers are responsible for:
• Providing accurate shipping information.
• Reviewing the order confirmation.
• Monitoring tracking updates.
• Responding to carrier communications.
• Paying applicable customs or import charges.
• Collecting packages from pickup points or customs offices.
• Contacting us promptly when a delivery problem occurs.
These responsibilities do not remove any mandatory consumer rights provided by applicable law.
CHILEAN CUSTOMERS
Customers located in Chile have the right to receive clear information about shipping costs, delivery methods, and estimated or maximum delivery times before completing a purchase.
Pet Elite will respect the delivery conditions communicated at checkout and will assist customers when an order is delayed, lost, damaged, or not delivered as agreed.
Nothing in this Shipping Policy limits the mandatory rights provided under Chilean consumer protection law.
CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy to reflect changes in our suppliers, carriers, destinations, delivery methods, or legal obligations.
The current version will be published on this page.
Changes will not retroactively remove rights associated with orders already completed.
CONTACT US
For questions about shipping, tracking, delivery delays, missing packages, damaged products, or incorrect orders, contact:
Pet Elite
Email: petelite.store.shopify@gmail.com
Please include your full name and order number so we can assist you as quickly as possible.