Shipping policy

Thank you for visiting and shopping at LOFTPET. The following information sets out the terms and conditions that constitute our Shipping Policy.

This Shipping Policy forms part of our Terms and Conditions and applies to all orders placed on our website.

All orders are placed directly on www.loftpet.com and processed securely at checkout. LOFTPET acts as the merchant of record for all purchases and provides customer support before and after delivery.

1. Processing Your Order

An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase.

2. Shipment Processing Time

Processing time refers to the time required to prepare an order for shipment after payment is authorized and verified.

All orders are processed within 2–4 business days (Monday to Friday, excluding public holidays).

Processing time does not include shipping or transit time.

Processing times may be extended during peak periods such as Lunar / Chinese New Year due to logistics partner closures. Customers are notified where applicable.

3. Shipment Locations and Fulfillment

LOFTPET provides FREE standard shipping worldwide.

Orders may be fulfilled from international fulfillment locations depending on product availability. Shipments may originate outside the customer's country or region.

If expedited shipping is required, please contact us for a personalized quote.

4. Shipment Rates and Delivery Timeframes

Estimated delivery times are displayed on each product page and again at checkout before purchase.

Total estimated delivery time is 7–14 business days, calculated as follows:

Handling time: 2–4 business days
Transit time: 5–10 business days

Delivery times are estimates only and may vary due to factors such as carrier operations, customs processing, weather conditions, peak seasons, or global logistics disruptions.

We work with our logistics partners to assist customers in resolving delivery issues in line with our Refund Policy.

Please note:

Business days are Monday to Friday, excluding public holidays.
Delivery times may vary depending on carrier practices, destination, shipping method, and items ordered.
Orders containing multiple items may be delivered in separate shipments.
Customers are responsible for providing accurate shipping details at checkout.

5. Tracking Information

Once an order is shipped, a tracking link is provided where available.

Tracking updates are supplied by third-party carriers and may not update in real time.

6. International Customs, Duties and Taxes

Orders shipped internationally may be subject to import duties, taxes, or customs fees once they reach the destination country.

Responsibility: Import duties and taxes are determined by local authorities and are not included in product prices or shipping costs.
Compliance: Customers are responsible for complying with their local import regulations.
Customs-related delays: If a shipment is delayed due to customs clearance requirements, our support team will assist in reviewing available options in accordance with our Refund Policy.

7. Damaged Items

If an item arrives damaged, please contact us within 3 calendar days of delivery.

Clear photos of the item and original packaging are required so we can assist you.

8. Missing or Lost Packages

Occasionally, deliveries may be delayed or marked as delivered before reaching the recipient. Packages may be left in mailrooms, reception areas, with neighbors, or in a safe location designated by the carrier.

If tracking shows "Delivered" but the package cannot be located, please:

Verify the location: Check mailrooms, building management, and nearby neighbors.
Wait 24 hours: Some carriers mark packages as delivered prior to final drop-off.
Contact the carrier: Confirm delivery details directly with the carrier.

If delivery is confirmed but the package cannot be located, please contact us and we will assist in reviewing next steps with the carrier where possible. Returns and refunds are handled in accordance with our Refund Policy.