Shipping policy

Last updated: July 26, 2026

At Pet Empire Store, we work with reliable global suppliers and logistics partners (including AutoDS and dedicated fulfillment services) to bring you and your pets high-quality products. We aim to process and deliver your order as efficiently and safely as possible.

1. Order Processing Time

  • All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email.

  • You will receive a notification email with tracking information once your order has shipped.

2. Estimated Shipping Times

Shipping times vary based on the destination and the specific product supplier. Below are the estimated delivery timeframes:

  • United States: 7 to 15 business days.

  • Latin America & Caribbean: 10 to 25 business days (in some cases, local customs clearance may extend delivery up to 30 days / 1 month).

  • Rest of the World: 10 to 25 business days.

Please note: Delivery times are estimates and cannot be guaranteed, as final delivery may be affected by factors outside our control, such as customs inspection, weather, or local courier delays.

3. Order Tracking

  • Every shipped order includes a tracking number so you can monitor your package’s journey in real time.

  • Once your item is dispatched, you will receive an email containing your tracking link. You can also track your package directly on our store’s tracking page.

4. Shipping Rates & Taxes

  • Shipping Rates: Shipping costs for your order are calculated and displayed at checkout before you finalize your purchase.

  • Free Shipping: We may offer Free Shipping promotions on orders exceeding a specified order threshold (e.g., spend $50+ to qualify).

  • Customs, Duties, and Import Taxes: International orders (including shipments to Latin America) may be subject to import duties, taxes, and handling fees levied by the destination country. Pet Empire Store is not responsible for any customs duties or taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer.

5. Multiple Packages

To deliver your items as fast as possible, orders containing multiple products may be shipped separately from different supplier warehouses. You will receive individual tracking numbers for each package.

6. Address Accuracy & Failed Deliveries

  • Please double-check your shipping address when placing an order. We are not responsible for packages delivered to incorrect addresses provided by the buyer.

  • If a package is returned to us due to an incorrect address, failed delivery attempts, or unclaimed packages at local postal offices, the customer will be responsible for the cost of reshipping the item.

7. Lost or Stolen Packages

Pet Empire Store is not liable for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon request, we will provide tracking details and carrier information for you to contact the logistics provider directly.

8. Contact Us

If you have any questions or haven't received your order within 30 business days, please contact our support team with your order number:

  • Email: petempire2325@gmail.com

  • WhatsApp / Phone: +57 305 3514166

  • Address: Calle 58 #102-56, Casa 1P, 050035, Medellín, ANT, Colombia