Shipping policy

Shipping Warehouses by Region

Final dispatch warehouse is displayed upon checkout.All products are shipped from Hong Kong/China.

Order Processing Time

Orders get dispatched within 1–2 business days after payment confirmation. Weekend orders will be delayed. Pre-sale items follow the lead time marked on product pages.

Total delivery duration = processing time + transit shipping time (varies by destination).

Notice

Estimated delivery time is viewable on product pages before purchase. After shipment, track orders via our tracking page.

If your region cannot complete checkout due to shipping restrictions, email contact@petoliva.com for help.

Customs, VAT & Import Charges

Import duties, VAT and customs fees are levied by local governments, borne entirely by buyers.

Buyers take full charge of customs clearance. Packages abandoned or destroyed due to failed customs clearance will not be eligible for refunds.

Canada: Import duties may apply for shipments from US or Hong Kong/China.
Brazil: Customs duty can reach up to 60%.

Shipping Address Rules

You must submit an accurate shipping address.

If you input wrong details, revise via support@petoliva.com within 2 hours after order confirmation. We will adjust information before shipment if possible.

Undeliverable & Returned Parcels

If couriers send packages back due to delivery failure:

Reshipping fees are paid by buyers.
If re-delivery is unavailable, we refund payment minus original shipping costs.

Address revision requested after shipment incurs courier interception fees, covered by buyers.

Order Tracking

Official tracking entry: PETOLIVA dedicated tracking page
Tracking data updates 1–5 working days after shipment notification.
Goods shipped from Hong Kong/China may take up to 10 days to show tracking updates; general transit takes 10–20 business days with occasional pause in online logistics updates,depending on the destination and carrier.

No tracking information troubleshooting

Common reasons: Courier hasn’t refreshed logistics data; tracking number error; records archived after long delivery time. Reach out to our customer service, and we will follow up with the courier and update you promptly.

Common Delivery Issues

Missed home delivery: Contact local courier directly for redelivery or self-pickup at courier outlets.
Tracking shows delivered but parcel missing: Check local post office first. Contact us for support. PETOLIVA takes no liability for parcel theft.

Delivery is completed by local postal service or private couriers. A pickup slip will be left if no recipient is home.