Shipping Policy

SHIPPING POLICY

Effective Date: July 2026

This Shipping Policy explains how ThePetMarkets.com ("Website", "we", "our", or "us") handles the processing, shipping, and delivery of orders placed through our Website.

By placing an order, you agree to the terms outlined in this Shipping Policy.

1. Company Information

ThePetMarkets.com is operated by:

SPARTAN GROUP LIMITED
Registration Number: 80715506

Registered Address:
FLAT 2304, 23/F HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG

2. Order Processing Time

All orders are processed within 1–5 business days, excluding weekends and public holidays.

Processing time may be longer during:

  • High order volume periods
  • Promotional events
  • Holidays
  • Unforeseen disruptions

Once your order has been processed, you will receive a shipping confirmation email with tracking information (if available).

3. Shipping Times

Estimated delivery times vary depending on your location:

  • International standard shipping: 7–21 business days
  • Express shipping (if available): 5–10 business days

Delivery times are estimates only and are not guaranteed.

Delays may occur due to:

  • Customs clearance procedures
  • Carrier delays
  • Weather conditions
  • Local postal disruptions
  • High shipping demand periods

4. Shipping Locations

We ship to most countries worldwide. However, some locations may have restrictions or may not be eligible for delivery due to carrier limitations or customs regulations.

5. Shipping Fees

Shipping fees are calculated at checkout and may vary depending on:

  • Destination country
  • Weight and size of the order
  • Shipping method selected

From time to time, we may offer free shipping promotions, which will be clearly displayed on the Website.

6. Customs, Duties, and Taxes

International orders may be subject to import duties, taxes, VAT, or customs fees imposed by the destination country.

These charges are the responsibility of the customer unless otherwise stated.

We are not responsible for delays caused by customs processing.

7. Order Tracking

Where available, tracking information will be provided once your order has been shipped.

Please note:

  • Tracking updates may take 24–72 hours to appear
  • Some shipments may have limited tracking depending on the carrier

8. Delivery Issues

If your order is delayed, marked as delivered but not received, or lost in transit, please contact us so we can assist in investigating the issue with the shipping carrier.

We are not responsible for delivery issues caused by incorrect or incomplete address information provided by the customer.

9. Incorrect Address

It is the customer's responsibility to ensure that all shipping details are accurate at checkout.

We are not responsible for orders shipped to incorrect addresses, delays caused by incorrect address information, or lost packages due to address errors.

If you notice an error in your shipping details, contact us immediately.

10. Undeliverable Packages

If a package is returned to us as undeliverable (e.g., incorrect address, failed delivery attempts, or refusal by recipient), we may:

  • Reship the order (additional shipping fees may apply), or
  • Issue a refund excluding original shipping costs

11. Lost or Stolen Packages

We are not responsible for packages that are lost or stolen after marked delivery.

If your tracking shows delivered but you have not received your package, please:

  • Check with neighbors or building management
  • Contact the local courier
  • Contact us for assistance

We will do our best to help investigate the issue.

12. Shipping Delays

While we aim to deliver all orders within estimated timeframes, delays may occur due to factors beyond our control, including customs delays, carrier disruptions, weather events, high seasonal demand, or global logistics disruptions.

We are not liable for delays once the package has been dispatched.

13. Contact Information

If you have any questions about shipping or delivery, please contact us:

SPARTAN GROUP LIMITED
Registration Number: 80715506
FLAT 2304, 23/F HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG

Email: thepetmarkets@outlook.com
Website: https://thepetmarkets.com