Shipping Policy

Overview

At VUTS LLC, we understand that getting your pet supplies quickly and reliably is important to you. This Shipping Policy explains how we process, ship, and deliver orders placed through our website. Please read this policy carefully before placing your order. By placing an order, you agree to the terms outlined below.

Processing Time

Order Processing

Orders placed on our website are processed Monday through Friday, excluding major holidays. Our fulfillment center operates from 9:00 AM to 6:00 PM Central Time. Orders placed after 2:00 PM Central Time may be processed on the next business day.

Most orders are processed within one to two business days of being placed. During peak seasons, promotional events, or periods of high volume, processing times may extend to three business days. We will notify you of any significant processing delays affecting your order.

Order Verification

Occasionally, orders require additional verification before processing. Verification may be necessary for:

  • First-time customers

  • Large or unusual orders

  • Orders with billing and shipping addresses that do not match

  • Orders shipping to freight forwarding addresses

  • Orders identified by our fraud detection systems as potentially high-risk

Verification typically adds one to two business days to processing time. We will contact you by email if verification is required.

Domestic Shipping (United States)

Shipping Carriers

For domestic shipments within the United States, we use multiple carriers including USPS, UPS, and FedEx. The carrier for your specific order is determined based on the shipping method selected, package weight and dimensions, and destination. Tracking information is provided for all domestic shipments.

Shipping Methods and Delivery Times

Standard Shipping (Three to Seven Business Days):
Standard shipping is our most economical option. Delivery typically occurs within three to seven business days after the order ships. Business days are Monday through Friday, excluding holidays. Saturday, Sunday, and holidays are not counted toward delivery estimates.

Standard shipping is free for orders above [threshold value] within the contiguous United States. For orders below this threshold, standard shipping rates are calculated at checkout based on package weight and destination.

Expedited Shipping (One to Three Business Days):
Expedited shipping is available for an additional fee. Delivery typically occurs within one to three business days after the order ships. Expedited shipping does not reduce processing time; orders still require one to two business days for processing before they are handed to the carrier.

Express shipping options including Overnight and 2-Day shipping are available at checkout for eligible shipping destinations and package sizes.

Shipping to Alaska and Hawaii

We ship to Alaska and Hawaii using USPS Priority Mail and other carriers as appropriate. Delivery times to Alaska and Hawaii are typically five to ten business days after processing. Standard shipping rates apply, but free shipping thresholds may be higher or unavailable for these destinations.

Shipping to PO Boxes and APO/FPO Addresses

We ship to PO boxes using USPS. Delivery to PO boxes typically takes five to ten business days after processing. Tracking information is limited for PO box deliveries, as USPS does not always provide detailed tracking for these shipments.

We ship to APO (Army Post Office) and FPO (Fleet Post Office) addresses using USPS. Delivery times vary significantly based on the destination and military mail processing. Please allow up to four weeks for APO/FPO deliveries.

International Shipping

Eligible Countries

VUTS LLC ships to many countries around the world. The checkout process on our website will indicate whether we ship to your country based on the shipping address you enter. We continuously evaluate new international shipping destinations and update our eligibility accordingly.

International Carriers

International shipments are handled by a combination of carriers including USPS, UPS Worldwide, DHL Express, and local postal services in the destination country. The specific carrier for your order depends on the shipping method selected, package characteristics, and destination.

Delivery Times for International Orders

International delivery times vary significantly based on destination country, customs processing, and carrier performance. Typical delivery times are:

  • Canada: Seven to fourteen business days

  • Europe: Ten to twenty business days

  • Australia and New Zealand: Ten to twenty-one business days

  • Asia: Fourteen to twenty-one business days

  • Other regions: Fourteen to twenty-eight business days

These are estimates only. Customs delays, which are beyond our control, can significantly extend delivery times.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, and other fees imposed by the destination country. These fees are determined by your country’s customs authorities and are not included in the product price or shipping cost you pay to VUTS LLC.

You, as the customer, are solely responsible for:

  • Understanding your country’s import regulations for pet supplies and food

  • Paying any customs duties, import taxes, or other fees

  • Providing any additional information or documentation requested by customs

  • Arranging for delivery if customs detains your package

We recommend contacting your local customs office for information about applicable fees and regulations before placing your order. Packages refused due to customs fees or returned to us because they were not claimed will be subject to our standard return policy, with return shipping costs deducted from any refund.

Prohibited and Restricted Items

Certain products may be prohibited or restricted for import into some countries. It is your responsibility to verify that the products you order can be legally imported into your country. VUTS LLC is not responsible for packages seized, destroyed, or returned by customs due to import restrictions.

Shipping Confirmation and Tracking

Confirmation Emails

When your order ships, you will receive a shipping confirmation email containing:

  • Your order number

  • A list of products shipped

  • The shipping carrier and method

  • A tracking number and link to the carrier’s tracking page

  • Estimated delivery date (if available from the carrier)

If you do not receive a shipping confirmation email within five business days of placing your order, please check your spam folder. If it is not there, contact us at nguyen.ngoctam14@gmail.com.

Tracking Your Package

Click the tracking link in your shipping confirmation email to view your package’s progress. Tracking information may take up to twenty-four hours to appear after you receive the shipping confirmation, as carriers require time to scan packages into their systems.

If your tracking information has not updated for several days, please contact the carrier directly with your tracking number. If the carrier cannot provide information, contact us and we will assist in locating your package.

Lost Tracking Information

If you lose your shipping confirmation email or need your tracking number re-sent, please email us at nguyen.ngoctam14@gmail.com with your order number and request for tracking information. We will resend your tracking information within one business day.

Shipping Costs

Calculation of Shipping Costs

Shipping costs are calculated at checkout based on:

  • The shipping method you select

  • The total weight of your order

  • The dimensions of your packages

  • Your shipping address (domestic or international)

  • Any applicable shipping promotions or discounts

Shipping cost estimates are provided in your cart before you proceed to checkout. Final shipping costs are displayed when you select your shipping method on the checkout page.

Free Shipping

We offer free standard shipping on qualifying orders. Current free shipping thresholds are displayed on our website and may change without notice. Free shipping applies only to standard shipping within the contiguous United States unless otherwise stated. Expedited shipping, international shipping, and shipping to Alaska, Hawaii, or APO/FPO addresses are not eligible for free shipping.

Shipping Surcharges

Certain products may incur shipping surcharges due to their size, weight, or special handling requirements. These surcharges are clearly displayed on the product page and at checkout. Examples of products that may incur surcharges include heavy bags of pet food, large cat trees, and bulky bedding.

Delivery Issues

Failed Delivery Attempts

Carriers typically make multiple delivery attempts before returning a package to us. If you are not home to receive your package, the carrier may leave a notice with instructions for picking up your package at a local facility or scheduling redelivery.

If you fail to pick up your package or schedule redelivery within the carrier’s holding period, the package will be returned to us. Returned packages are subject to our standard return policy, with return shipping costs deducted from any refund.

Incorrect Shipping Address

You are responsible for providing a complete and accurate shipping address. If you provide an incorrect or incomplete address, please contact us immediately at nguyen.ngoctam14@gmail.com. If your order has not yet shipped, we can update the address. If your order has already shipped, we cannot redirect the package, and you are responsible for any additional shipping costs or lost packages resulting from the address error.

If a package is returned to us due to an incorrect address provided by you, you are responsible for the cost of reshipping to the correct address. If you prefer a refund instead of reshipment, original shipping charges are non-refundable, and return shipping costs may be deducted.

Lost Packages

If your package is confirmed lost by the carrier (not just delayed), we will file a claim on your behalf. Once the claim is approved, we will either reship your order or issue a refund at our discretion. This process typically takes seven to fourteen business days.

We are not responsible for packages that are marked as delivered by the carrier but reported as not received by you. In these cases, please check with neighbors, family members, or your building management. If the package is confirmed stolen after delivery, we recommend filing a police report and contacting your renters or homeowners insurance.

Damaged Packages

If your package arrives visibly damaged, please:

  1. Take photographs of the damaged packaging before opening

  2. Open the package and inspect the contents

  3. Take photographs of any damaged products

  4. Contact us within seven days of delivery at nguyen.ngoctam14@gmail.com

We will arrange for replacement of damaged products or refund according to our Refund and Return Policy. Please keep all packaging and damaged products until we have resolved your claim, as the carrier may require inspection.

Split Shipments

If your order contains multiple products, we may split the order into multiple shipments for efficiency. This occurs most often when:

  • Products are located in different warehouses

  • Some products are on backorder

  • Combining products would delay shipment of in-stock items

You will receive separate shipping confirmation emails for each shipment. You are not charged additional shipping costs for split shipments beyond the amount calculated at checkout.

Backorders and Pre-Orders

Backorders

If a product you order is temporarily out of stock, we will notify you by email. You may choose to:

  • Wait for the backordered product (estimated restock date provided)

  • Cancel the backordered product for a refund

  • Cancel your entire order for a full refund

We do not charge your payment method for backordered products until they ship.

Pre-Orders

For products available for pre-order, the estimated shipping date is clearly displayed on the product page. Pre-order products are charged at the time of order, not at shipment. Estimated shipping dates are subject to change based on manufacturer delays or other factors. If a pre-order product is significantly delayed, we will notify you and offer the option to cancel for a full refund.

Holiday Shipping

During major holidays including Thanksgiving, Christmas, New Year’s Day, and Independence Day, processing times and delivery times may be longer than usual. We recommend placing holiday orders at least two weeks before the holiday to account for increased volume and carrier delays.

Our fulfillment center is closed on major holidays, so orders placed on these days will be processed on the next business day. Shipping carriers also observe holidays and do not pick up or deliver on those days.

Contact Us About Shipping

If you have questions about shipping, need assistance with tracking, or are experiencing delivery issues, please contact us:

Email: nguyen.ngoctam14@gmail.com
Phone: +84906731291

Please have your order number available when you contact us for the fastest service.

Thank you for choosing VUTS LLC. We are committed to getting your pet supplies to you as quickly and reliably as possible.