Are you shipping to my country? #
Our mantra at My Pet’s Health is to provide as many people as possible access to our products, and in line with this vision we ship around the world. For a complete list of countries that we serve please see here https://flavorcloud.com/knowledge-base/flavorcloud-us-outbound-destinations/#flavorcloud-us-outbound-destinations.
There are a few countries around the globe we unfortunately do not ship to, since either local government policies (e.g., embargos) or logistical challenges prevent us from securely, quickly, and reliably send our products to.
How much do I pay for shipping?
The cost for shipping your order depends on your location, the size of your order, and the service level you choose for shipping (Express vs. Standard). Our commitment to you is that we are 100% transparent with all international shipping costs, both in terms of shipping rates as well Landed Costs
(i.e., duties and taxes/fees). There will be no hidden cost for you.
What shipping service levels do you offer? #
My Pet’s Health offers both Express and Standard shipping on most international routes, and at checkout you can choose which one you prefer. For a few selected remote areas only Express or Standard shipping may be available, but that is the exception. Together with our international shipping partner we will find the lowest shipping rate for you so that you pay as little as possible in shipping fees for your order while ensuring your order will be delivered to you by a high-quality, reliable carrier.
How are shipping rates calculated on orders? #
Shipping rates are typically calculated based on the weight and dimensions of your order. They will also vary based on the service level you choose and your location.
How long will it take for my order to arrive? #
The delivery time varies depending on the route/destination. Typically, it takes between 2-5 business days for Express shipments to arrive. Standard shipments usually take between 6-14 business days.
Note, these time ranges do not include any delivery delays due to customs clearance, extreme weather, or COVID-19.
Why do I pay duties and taxes? #
Import duty is a tax collected on imports and some exports by a country’s customs authorities. A good’s value will usually dictate the import duty, and the duties also can vary by product category. Depending on the context, import duty may also be known as a customs duty, tariff, or import tariff. The duties are mandatory and must be paid, whether the fees are paid by the shipper or (as typically is the case) by the customer/recipient. There are other factors besides the good’s value that define the amount of duties to be paid, including trade agreements between countries as well as specific customs authorities. For example, some countries have minimum thresholds in terms of good’s value below which no duties apply (AKA “de minimis” value)
In addition to duties, many governments levy a tax on imports. Like duties, import taxes are usually a percentage of the good’s value. Also, some countries charge multiple taxes on the same good imported. For example, Canadian provinces charge a variety of taxes – from a goods and service tax (GST), to a harmonized system tax (HST), to a retail sales tax (RST), and some provinces charge multiple of these tax-types for the same import.
How do I pay duties/taxes? #
Typically, you pay duties and taxes at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered to you. In a few instances, we may ask you to pay duties and taxes when the order is delivered to you at delivery because of a destination country requirement or it was not collected at the time of checkout.
How can I track my order? #
My Pet’s Health provides you a tracking number and link when we your order is being fulfilled which typically happens within 24 hours after you place your order. For orders placed over the weekend or during holidays, it may take a bit longer. You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and ultimately delivered to you.
What if my order becomes stuck in customs? #
First, we want to let you know that most shipments make it through customs without any delays. That said, from time-to-time customs authorities review a shipment and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will reach out to you. Reviews by customs authorities can take as little as a few hours, but occasionally can last much longer
