Shipping Policy

1. Shipping Destinations

North America: Contiguous United States, Canada

Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

Asia Pacific: Australia, China, Hong Kong, Indonesia, Japan, Macau, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand

West Asia: Israel

Note: We do not currently ship to countries in South America and Africa. We are unable to ship to PO Boxes or APO/FPO military addresses.

2. Shipping Costs

We offer FREE standard shipping worldwide on orders exceeding:

• US$30 (USA)
• £30 (UK)
• €30 (Eurozone)
• AU$50 (Australia)
• CA$50 (Canada)

This offer excludes deliveries to certain countries, including Israel and Switzerland. For orders below these thresholds, shipping rates will be applied at checkout, varying based on your location.

3. Shipment Times

• Contiguous United States: Fulfilled within 2 business days; shipping takes 7-14 business days.
• Canada: Fulfilled within 2 business days; shipping takes 7-14 business days.
• Europe: Fulfilled within 2 business days; shipping takes 7-14 business days.
• Asia: Fulfilled within 2 business days; shipping takes 7-14 business days.

4. Order Tracking

Once your order is on its way, you'll receive a confirmation email from our warehouse. Click on the tracking link provided in the email to view the up-to-date tracking status of your parcel.

5. Delivery Address Changes

Customers paying with a credit card can contact our dedicated customer care team at support@skypets.com or message us via Facebook Messenger to provide the new delivery address. This must be done before the order is shipped.

Note: Customers paying by PayPal cannot change the address on their order for security reasons. Please refer to your PayPal account for more information.

6. Package Rejection or Return

If an order is returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable, Skye Pets reserves the right to retain the original shipping/handling fee and deduct a certain amount in the refund for costs incurred related to the return of the undeliverable packages or merchandise.

7. Package Inspection Upon Delivery

Upon delivery, please inspect the item to ensure it’s the correct model, in operable condition, and not damaged. Do not sign the delivery manifest until you have inspected the item. Once you sign for the item, you accept the product as is.

Claims for missing items or items damaged in transit must be received within five business days of receipt.

8. Damaged or Missing Items

Damaged in Delivery: If there is damage to the package or if merchandise is missing, keep the original shipping carton and contact us immediately to issue a damage claim with the carrier. Do not return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.

Missing Items: Report all missing item claims within five business days of delivery. Contact us to report a missing or damaged item from a shipment.

9. Backorders

If an item is out of stock or otherwise unable to be shipped, we will notify you promptly. We will keep the order open unless you request to cancel it. Once the item is back in stock, we will ship it immediately. Due to high international shipping costs, taxes, and duty fees, we cannot ship any international order that includes back-ordered items. We will hold the order until all items are in stock and available to ship. Contact us if you wish to cancel or change these items.

10. Handling Order Problems After Delivery

If you sign for an order and notice the package is damaged, take photos of the package and reject it. After rejecting the package, contact us via support@skypets.com.

Whether you sign for the order yourself or not, inspect the package and product after receiving it. If you encounter any of the following problems, contact us within three business days with any relevant proof:

1. Damaged delivery package or product package (attach photos).
2. Incorrect or missing items (attach photos of received items and packing list).
3. Package marked as signed for on the courier’s website but not received.

For any issues, contact our support team at support@skypets.com. Timely notification and valid proof can help us resolve your issue as soon as possible.