Shipping policy

COLLEEN COLLINS Shipping Policy

Thank you for shopping with COLLEEN COLLINS, a US-based online pet store dedicated to providing high-quality pet supplies for your beloved furry friends. We are committed to delivering your pet products accurately, in intact condition, and within the estimated time frame, ensuring a smooth and reliable shopping experience for every pet owner.

1. Order Processing Time

All orders are processed within 1-4 business days after receiving your order confirmation. Weekends, US federal holidays, and mandatory pet product quality inspections are excluded from the processing period to ensure each item meets our strict quality standards.

If we encounter an unexpected surge in orders, temporary inventory adjustments, or unforeseen logistical issues, processing times may be extended. We will promptly send you an email notification to inform you of the delay and the revised processing timeline, so you can stay informed and plan accordingly.

2. Shipping Rates and Delivery Estimates

Shipping charges are calculated based on the weight, dimensions of the pet products, and your specific shipping destination within the United States. The exact shipping cost will be automatically computed and clearly displayed on the checkout page before you finalize your payment, with no hidden fees.

Estimated delivery times (calculated in US domestic business days, excluding order processing time):

Standard Shipping: 7-15 business days. Actual delivery times may vary due to carrier delays, regional logistics congestion, extreme weather conditions, or holiday-related shipping backlogs. All delivery estimates are for reference only, and COLLEEN COLLINS is not liable for delays caused by factors beyond our control.

3. Shipment Confirmation and Order Tracking

Once your order has been shipped, a shipment confirmation email will be sent to the email address you provided during order placement. This email includes a unique tracking number, which you can use to monitor the real-time status of your package on the carrier’s official website (such as USPS, FedEx, or UPS).

Tracking information may take 24-48 hours to become available after shipment, as it requires time for the carrier’s system to update. If you are unable to access your tracking details within this timeframe, please contact us for further assistance and clarification.

4. Incorrect Address Disclaimer

Please carefully verify your shipping address—including street number, apartment or unit number, city, state, zip code, and country (for international orders)—before submitting your order. COLLEEN COLLINS is not responsible for lost, delayed, or returned packages resulting from incorrect, incomplete, or outdated shipping information provided by the customer.

If a package is returned to us due to an address error, you will be required to cover all reshipping costs to have the package re-dispatched. 

5. Lost or Damaged Packages

Lost Packages: If your package is deemed lost in transit (with no delivery update for 6 days past the estimated delivery date), please contact us within 7 days of the expected delivery date. We will collaborate with the shipping carrier to conduct a comprehensive investigation. Upon confirmation of loss, we will arrange for a replacement or full refund, based on your preference and product availability.

Damaged Items: If your pet products arrive damaged, broken, or defective, please contact us within 48 hours of delivery. You must provide clear photos or videos of the damaged items, the original packaging, and the shipping label to support your claim. Our team will review the materials promptly and resolve the issue, which may include a replacement, full refund, or partial compensation based on the severity of the damage.

6. Apparel Care and Usage Notice

For pet apparel and wearable accessories sold by COLLEEN COLLINS, please follow the care and usage instructions provided on each product’s packaging. Proper care is essential to maintain the durability, safety, and appearance of the items, including following recommended cleaning methods and avoiding misuse.

COLLEEN COLLINS is not responsible for damage, fading, tearing, or deterioration caused by improper washing, drying, stretching, or misuse of pet apparel. This includes, but is not limited to, using pet clothing for purposes beyond its intended use, exposing it to harsh chemicals, or allowing pets to chew or tear the items.

7. International Shipping and Customs Notice

While our primary service is US domestic shipping, we offer international shipping to select countries. For all international orders, customs duties, taxes, import fees, and any other related charges are determined by the destination country’s customs authorities. These charges are the sole responsibility of the customer and are not included in the product price or shipping cost.

Customers are required to familiarize themselves with their country’s import regulations for pet products, including any restrictions on specific items. COLLEEN COLLINS is not liable for packages detained, seized, or rejected by customs due to non-compliance with local laws or regulations, and no refunds will be provided for such cases.

8. Contact Information