Shipping policy

Last updated: 1 July 2026

This Shipping Policy explains how orders placed with Petsoria are processed, shipped, tracked, and delivered. Please read this policy carefully before placing an order.

Petsoria is a trade name of Outlight Systems, registered in the Netherlands. Our full business information is provided at the end of this policy.

1. Where We Ship

Petsoria currently ships to:

United States

If your location is not available during checkout, we are currently unable to ship your order to that destination.

For questions about shipping availability, please contact us at support@petsoria.com.

2. Order Processing Time

Orders are generally processed within 1–3 business days after order confirmation, excluding public holidays.

Once your order has been processed and dispatched, you will receive a shipping confirmation email containing tracking information where available.

During particularly busy periods, public holidays, or periods of unusually high order volume, processing may take slightly longer.

If there is a significant issue or delay affecting your order, we will contact you using the email address provided at checkout.

3. Estimated Delivery Times

After dispatch, our estimated delivery time for U.S. orders is:

United States: 6–10 business days

The total estimated delivery time from placing your order is therefore generally 7–13 business days, including processing and shipping.

These delivery times are estimates and are not guaranteed.

Actual delivery times may occasionally be affected by circumstances outside our reasonable control, including:

  • Carrier delays
  • Customs or import processing
  • Public holidays
  • Severe weather
  • High seasonal shipping volumes
  • Transportation disruptions
  • Incorrect or incomplete delivery information
  • Unexpected logistical delays

We recommend checking your tracking information for the latest available delivery update.

4. Shipping Costs

Petsoria currently offers free standard shipping on all U.S. orders.

Any available shipping method and applicable cost will always be shown during checkout before you complete your purchase.

If additional or expedited shipping options become available, these may carry an additional charge that will be clearly displayed at checkout.

5. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where available.

You may track your Petsoria order using:

  • The tracking link included in your shipping confirmation email
  • The Track Your Order page on our website
  • The relevant carrier's tracking website, where applicable

Tracking information may take approximately 24–72 hours after dispatch to begin showing updates.

This is particularly common where a package passes between different carrier networks or fulfilment locations.

If your tracking information has not updated for more than 5 business days, please contact us at support@petsoria.com and include your order number.

6. Taxes, Customs Duties, and Import Charges

Depending on the shipping origin, order value, destination, and applicable U.S. regulations, certain orders may be subject to taxes, customs duties, import fees, or carrier handling charges.

Applicable sales taxes may be calculated and collected during checkout where required.

Any import duties, taxes, customs charges, or carrier fees that are not collected during checkout are generally the responsibility of the customer unless otherwise stated.

Petsoria and its fulfilment partners provide shipment information in accordance with applicable legal requirements.

We cannot intentionally undervalue shipments or falsely declare orders as gifts for customs purposes.

7. Delivery Issues

Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please first check your tracking information for the latest carrier update.

If your order has still not arrived within 20 business days after dispatch, please contact us at support@petsoria.com.

We will review the available tracking information and, where appropriate, contact the carrier or fulfilment partner to investigate the shipment.

Depending on the outcome of the investigation, an appropriate resolution may include a replacement or refund.

Tracking Shows Delivered, but You Have Not Received Your Package

If your tracking information states that your order has been delivered but you cannot locate it, please first:

  • Check around your property and any designated safe delivery locations
  • Ask household members
  • Check with neighbours
  • Check with your building reception, mailroom, or front desk where applicable
  • Look for a delivery notice from the carrier
  • Contact the carrier using your tracking number

If you still cannot locate your package after 5 business days, contact us at support@petsoria.com with your order number and tracking information.

Our support team will help you investigate the issue.

Damaged, Faulty, or Incorrect Pet Products

If your package or pet product arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.

Please provide:

  • Your order number
  • A clear description of the issue
  • Clear photographs of the product
  • Clear photographs of the packaging where relevant

If we confirm that an item arrived damaged, faulty, or incorrect, we will provide an appropriate solution, which may include a replacement or refund at no additional cost to you.

For the safety of your pet, please do not continue using a product that appears damaged or defective.

8. Address Accuracy

Please ensure that your shipping information is complete and accurate before submitting your order.

This includes your:

  • Full name
  • Street address
  • Apartment or unit number, where applicable
  • City
  • State
  • ZIP code
  • Contact details

Petsoria cannot be held responsible for delays, failed deliveries, or packages that cannot be delivered because incorrect or incomplete information was provided during checkout.

If you notice an error after placing your order, contact us immediately at support@petsoria.com.

Where possible, we will update your shipping information before the order has been processed or dispatched.

Once an order has entered the shipping network, we generally cannot guarantee that the delivery address can still be changed.

9. Failed Delivery or Refused Packages

A shipment may be returned to us or to one of our fulfilment partners if:

  • The shipping address is incorrect or incomplete
  • Delivery is refused
  • The package is not collected from a designated pickup location within the carrier's holding period
  • The carrier cannot complete delivery after the permitted delivery attempts

Where a failed delivery results from information or actions attributable to the customer, any reasonable return shipping costs, carrier charges, or re-delivery expenses may be deducted from the applicable refund.

This does not apply where the failed delivery was caused by an error on our part.

If you would like an eligible returned order to be shipped again, additional shipping costs may apply.

10. Lost Packages

If tracking has not updated for more than 10 business days and the package has not been delivered, we may treat the shipment as potentially delayed or lost and begin an investigation.

If the carrier confirms that the shipment has been lost, or if the order remains undelivered 20 business days after dispatch without a reasonable resolution, we will offer an appropriate solution.

Depending on the circumstances, this may include:

  • A replacement shipment
  • A refund to the original payment method

11. Shipping Origin and Fulfilment

Petsoria works with a selected network of manufacturing and fulfilment partners.

Depending on the pet product, inventory availability, destination, and logistical requirements, your order may be dispatched from different fulfilment locations.

Some orders may be fulfilled from locations outside the United States.

As a result, products from the same Petsoria order may occasionally be dispatched separately and arrive in different packages.

If this occurs, you may receive more than one tracking number.

The estimated delivery times stated in this Shipping Policy are intended to account for the fulfilment routes normally used for Petsoria orders.

Our weekly processing cut-off is Friday at 5:00 PM CET/CEST. Orders placed after this time, during weekends, or on applicable public holidays may begin processing on the next business day.

Regardless of where an order is fulfilled, the Petsoria support team remains available to assist with:

  • Order updates
  • Tracking questions
  • Delivery issues
  • Damaged or incorrect products
  • Returns
  • Refunds

12. Pet Product Delivery and Inspection

We recommend inspecting your Petsoria order shortly after delivery.

Before allowing your dog or cat to use a new product, please check that:

  • The correct product was received
  • The item is not visibly damaged
  • All relevant parts are securely attached
  • The size or dimensions are appropriate for your pet where applicable

Pets vary in size, strength, behaviour, and chewing habits. Pet products should always be used in accordance with the product information provided and under appropriate supervision where necessary.

If you believe an item has arrived damaged or unsuitable for safe use due to a defect, please contact us before allowing your pet to use it.

13. Contact Us

For questions about shipping, tracking, delivery, or your Petsoria order, please contact us:

Email:
support@petsoria.com

Customer Service Hours:
Monday–Friday: 09:00–17:00 CET/CEST
Saturday–Sunday: 09:00–13:00 CET/CEST

Average Response Time:
We aim to respond within 24 hours.

For order-related enquiries, please include your order number so we can assist you as efficiently as possible.

Business Information

Petsoria is a trade name of Outlight Systems, registered in the Netherlands.

Brand Name:
Petsoria

Legal Company:
Outlight Systems

Registered Office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Chamber of Commerce Number (KvK):
42045311

VAT Number:
NL869455904B01

Telephone Number:
+31 6 51691724

Contact Email:
support@petsoria.com