Shipping Information
At The Pet Collective, we want your order to arrive as smoothly and quickly as possible.
Because we work with multiple fulfillment partners, shipping times may vary depending on the product, supplier, and shipping origin.
Order Processing
Most orders require approximately 1–3 business days for processing before shipment.
During peak seasons, major holidays, or periods of unusually high order volume, processing may take up to 5 business days.
Business days generally do not include weekends or major holidays.
U.S. Shipping Times
Many products available through The Pet Collective may ship from either a U.S.-based supplier or an overseas fulfillment center.
Products Shipping from the United States
Products fulfilled from U.S.-based suppliers typically arrive within approximately:
3–5 business days after shipment
Processing time is generally an additional 1–3 business days.
Products Shipping from Overseas
Products fulfilled from China typically take approximately:
10–15 business days for delivery to the United States
This does not include normal processing time before shipment.
Actual delivery times may vary because of customs, carrier delays, weather, high shipping volume, holidays, or other circumstances outside our control.
Why Do Shipping Times Vary?
The Pet Collective offers products from multiple suppliers and fulfillment locations.
Some products are stocked domestically in the United States, while others may ship from international fulfillment centers. Zendrop’s current U.S. delivery average is approximately 8.5 business days, but that figure combines faster domestic orders with slower international shipments.
Whenever possible, we recommend reviewing the shipping information shown on the individual product page or during checkout for the most relevant estimate.
Multiple-Item Orders
If you order more than one product, your items may not always arrive in the same package.
Products may be fulfilled by different suppliers or shipping locations, which means portions of your order may:
- Ship separately
- Have different tracking numbers
- Arrive on different days
This is normal and does not necessarily mean part of your order is missing.
Order Tracking
When tracking information becomes available, you will receive an email containing your tracking number.
Tracking information may take up to approximately 3 business days to begin showing movement after a package enters the shipping network.
If tracking has not updated immediately, please allow a few business days for the carrier’s system to refresh.
Shipping Delays
Occasional shipping delays can occur because of:
- Carrier disruptions
- Customs processing
- Severe weather
- High seasonal shipping volume
- Holidays
- Supplier delays
- Incorrect or incomplete delivery information
Zendrop considers U.S. orders that remain unresolved beyond 45 days from the shipping date eligible for review for possible refund or replacement, subject to its claim requirements. International orders generally use a 60-day threshold, with some countries having different requirements.
If your order appears significantly delayed, please contact us and we will review the shipment status with our fulfillment partner.
Returns, Refunds & Replacements
We want you to be satisfied with your purchase.
Because The Pet Collective works with third-party fulfillment partners, our return process may be different from that of a traditional retail store.
Please contact us before attempting to return any item.
Damaged or Defective Products
If your product arrives damaged or defective, please contact us as soon as possible.
Damage or defect claims should be reported within 30 days of delivery and must include clear photo or video evidence showing the problem with the product. Zendrop’s policy provides for a refund or replacement when a qualifying item arrives damaged.
Please include:
- Your order number
- Your name and email address
- A description of the problem
- Clear photographs or video of the product
- Photographs of the shipping package when relevant
Please note that damage to the outer packaging alone may not qualify if the product itself is intact and functioning normally.
Incorrect or Missing Items
If you receive the wrong item or an item is missing from your shipment, contact us promptly.
We may request photographs or video documentation so we can verify the issue with our fulfillment partner.
Qualifying incorrect or missing-product claims may be eligible for a replacement or refund.
Lost Packages
If tracking indicates that your order has not been delivered and the shipment appears lost or significantly delayed, please contact us.
We will review the shipment and work with our fulfillment partner to determine whether a replacement or refund is appropriate.
If carrier tracking shows an order as delivered, additional documentation from the shipping carrier may be required before a non-delivery claim can be approved.
Returns
Our fulfillment partners generally do not accept physical product returns at their warehouses.
For products fulfilled from China, Zendrop states that physical returns are generally not required because international return shipping can be prohibitively expensive. In qualifying cases, the customer may be allowed to keep the product while a refund or replacement is issued.
For this reason:
Please do not mail a product back without contacting us first.
Unauthorized returns may not be accepted or refunded.
If a physical return is required in a particular situation, we will provide instructions before the item is sent.
Change-of-Mind Returns
Because supplier policies vary and many products are shipped directly from fulfillment partners, change-of-mind returns may not always be available.
Before ordering, please carefully review:
- Product descriptions
- Dimensions
- Sizing information
- Color options
- Compatibility requirements
- Product specifications
If you would like to request a return for a reason other than damage, defect, incorrect item, or fulfillment error, please contact us. We will review the request individually and let you know what options are available.
Order Cancellations
If you need to cancel an order, please contact us immediately.
Orders can generally only be canceled if they have not yet been processed or shipped.
Once an order has entered fulfillment, cancellation may no longer be possible. Certain products, including some custom, print-on-demand, or preorder items, may become non-cancelable after payment or processing begins.
Refunds
Approved refunds will be issued to the original payment method whenever possible.
Once we issue a refund, the amount of time required for the funds to appear in your account is determined by your bank, credit card company, or payment provider.
Please note that all qualifying refund or replacement claims must fall within the applicable supplier eligibility period. Zendrop’s current policy states that no physical-product refund or replacement claim is eligible if the original order payment was made 90 days or more before the claim is submitted.
Refunds or Replacements Are Not Guaranteed in Every Situation
Refunds or replacements are generally available when there is a verified fulfillment issue such as:
- Product arriving damaged
- Product arriving defective
- Incorrect item being shipped
- Missing item
- Qualifying lost or substantially delayed shipment
Claims are subject to verification and may require photographs, video, carrier documentation, or other evidence.
Issues caused by normal wear, misuse, customer damage, incorrect sizing choices, or other circumstances outside the supplier’s responsibility may not qualify.
International Shipping
Some products may be available for international delivery, while others are restricted to U.S. addresses.
Zendrop products fulfilled from China may be available to many international destinations, while products supplied by U.S.-based suppliers generally ship only within the United States.
Availability and delivery time depend on:
- Product
- Supplier
- Destination country
- Customs requirements
- Local carrier availability
International customers should review shipping availability during checkout.
Customs duties, taxes, or import fees may apply depending on the destination country and may be the responsibility of the customer unless otherwise stated.
Peak Season Shipping
Shipping and processing times may increase during periods of high demand, particularly during the holiday season.
Zendrop specifically notes that Q4 and other peak periods can result in longer processing and delivery times.
If you are purchasing an item for a holiday, birthday, or other time-sensitive occasion, we recommend ordering as early as possible.
Need Help With an Order?
We are happy to help.
If you have questions about shipping, tracking, a damaged product, or a possible refund or replacement, please contact us through our Contact Us page.
To help us assist you quickly, please include:
Your name
Order number
Email address used for the order
A brief description of the issue
If the issue involves damage, defects, or an incorrect item, please also include clear photographs or video whenever possible.