Shipping policy
Gemma Guivas Shipping Policy
Thank you for shopping with Gemma Guivas. We are dedicated to delivering your pet products safely, in intact condition, and within the estimated time frame, ensuring your pet’s supplies reach you as expected to meet their daily needs.
1. Order Processing Time
All orders will be processed within 1-5 business days after receiving your order confirmation (weekends, public holidays, and pet product inventory checks are excluded). If encountering public holidays, product surges, or other special circumstances, processing time may be extended, and we will inform you of the specific processing period via email after order placement.
In the event of unexpected inventory shortages or logistical disruptions, processing times may be delayed, and we will notify you of the delay and revised processing schedule within 24 hours.
2. Shipping Rates and Delivery Estimates
Shipping rates for your order are calculated based on the weight, dimensions of the pet products, and your shipping destination. The exact shipping cost will be automatically computed and displayed on the checkout page prior to your payment submission.
Estimated delivery times (based on business days, excluding order processing time):
Standard Shipping: 7-15 business days. Actual delivery times are subject to change due to carrier delays, regional logistics congestion, severe weather, or holiday-related backlogs. All delivery estimates are for reference only, and we do not assume liability for delays caused by factors beyond our control.
3. Shipment Confirmation and Order Tracking
Once your order has been dispatched, a shipment confirmation email will be sent to the email address you provided during order placement. This email includes a unique tracking number that allows you to monitor the real-time status of your package.
Tracking information may not be immediately accessible after shipment; it typically takes 24-72 hours for the carrier’s system to update the tracking data. If you are unable to locate your tracking information after 72 hours, please contact us for further assistance.
4. Incorrect Address Disclaimer
It is your responsibility to ensure that your shipping address is accurate, complete, and free of errors when completing your order. Gemma Guivas is not responsible for lost, delayed, or returned packages resulting from incorrect, incomplete, or outdated shipping information provided by the customer.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 issue, you will be required to cover all reshipping costs to have the package sent again.
5. Lost, Damaged, or Missing Pet Products
Lost Packages: If your package is lost in transit (no delivery update for 5 days beyond the estimated delivery date), please contact us within 24 hours of the expected delivery date. We will work with the shipping carrier to conduct an investigation, and upon confirmation of loss, we will arrange for a replacement or full refund.
Damaged or Missing Items: If your pet products arrive damaged, broken, or with missing items, please contact us within 24 hours of delivery. You must provide clear photos or videos of the damaged/missing items, the original packaging, and the shipping label. Our team will review the provided materials and resolve the issue promptly with a replacement, refund, or appropriate compensation.
6. Pet Product Storage and Handling Notice
Certain pet products (such as pet supplements, perishable treats, or sensitive pet grooming supplies) require proper storage and handling. Upon receipt, please store these products according to the instructions provided on the product packaging. Gemma Guivas is not responsible for product deterioration or damage caused by improper storage, handling, or misuse after delivery.
7. International Shipping and Customs Notice
For international shipments, customs duties, taxes, import fees, and other related charges may be imposed 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 comply with the import regulations of their destination country regarding pet products. Gemma Guivas is not liable for packages detained, seized, or rejected by customs due to non-compliance with local laws or regulations.
8. Contact Information