Shipping policy

At Petorina, we aim to make every order as smooth and dependable as possible from checkout through delivery.

This Shipping Policy explains how orders are processed and shipped, estimated delivery times, tracking, customs charges, delays, address responsibilities, and other important shipping information.

By placing an order through petorina.com, you agree to the terms described below.

Order Processing

Once your order has been successfully placed, our fulfillment team will begin preparing it for shipment.

Most orders are processed within 1–3 business days, excluding weekends and public holidays.

Processing may occasionally take longer during:

• High-volume sales periods
• Promotional events
• Seasonal demand
• Inventory adjustments
• Unexpected operational disruptions

After placing your order, you will receive an order confirmation email.

Once your package has been dispatched, a shipping confirmation email with tracking information will be sent when available.

Shipping Destinations

Petorina ships to multiple countries and regions where delivery service is available.

Shipping availability may depend on:

• Product availability
• Carrier coverage
• Local regulations
• Import restrictions
• Delivery limitations in certain areas

Petorina reserves the right to restrict or decline shipping to certain destinations when necessary.

If we are unable to ship to your address, you may be notified during checkout or contacted after your order has been placed.

Estimated Delivery Times

Delivery times vary depending on the shipping destination, carrier, customs processing, and local delivery conditions.

Typical estimated delivery times are:

United States

• Processing Time: 1–3 Business Days
• Transit Time: 5–12 Business Days

International Orders

• Processing Time: 1–3 Business Days
• Transit Time: 7–20 Business Days

These delivery windows are estimates only and do not represent guaranteed delivery dates.

Actual delivery times may vary due to circumstances outside Petorina's reasonable control.

Shipping Fees

Any applicable shipping charges will be calculated and displayed during checkout before payment is completed.

Petorina may occasionally offer:

• Free shipping promotions
• Reduced shipping rates
• Limited-time shipping offers

Any available shipping promotion and applicable conditions will be shown during checkout or on the relevant promotional page.

Order Tracking

When tracking information becomes available, we will send you a shipping confirmation email containing your tracking details.

Tracking activity is provided by the shipping carrier and may not appear immediately after the package has been dispatched.

Please allow sufficient time for the carrier's tracking system to update.

In some cases, tracking may remain unchanged for several days while the package continues moving through the delivery network.

Customs, Duties, and Import Charges

International shipments may be subject to customs duties, import taxes, VAT, brokerage fees, or other government-imposed charges.

These fees are determined by the destination country's customs authorities and are generally the responsibility of the customer unless otherwise stated.

Petorina does not control customs charges and cannot guarantee the amount that may be assessed.

We recommend checking with your local customs authority if you require additional information regarding potential import charges before placing an order.

Delivery Delays

Although we make reasonable efforts to ensure orders arrive within the estimated delivery timeframe, certain circumstances may cause delays.

Possible causes include:

• Severe weather
• Customs inspections
• Carrier disruptions
• Transportation delays
• High seasonal demand
• Supply chain interruptions
• Public holidays
• Local delivery issues
• Other unexpected logistical circumstances

Petorina is not responsible for delays caused by events outside our reasonable control.

If your order appears to be significantly delayed, please contact our customer support team. We will make reasonable efforts to help you locate the shipment and understand its current delivery status.

Shipping Address Accuracy

Customers are responsible for providing complete and accurate shipping information at checkout.

Please make sure your shipping details include:

• Full recipient name
• Street address
• Apartment, suite, or unit number, where applicable
• City
• State or province
• ZIP or postal code
• Country
• Valid contact information

Incorrect, incomplete, or outdated shipping information may result in:

• Delivery delays
• Failed delivery attempts
• Returned packages
• Additional shipping charges

If you notice an error in your shipping information, please contact us as soon as possible at service@petorina.com.

Once an order has entered fulfillment or has been shipped, we may no longer be able to modify the delivery address.

Any additional shipping costs resulting from incorrect information provided by the customer may be the customer's responsibility.

Lost, Stolen, or Missing Packages

If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:

• With other household members
• With neighbors
• Around the delivery location
• Mailrooms or reception desks
• Parcel lockers
• Other secure delivery areas

You may also contact the shipping carrier directly for additional delivery information.

If the package still cannot be located, please contact service@petorina.com and we will make reasonable efforts to assist with the investigation.

Unless otherwise required by applicable law, Petorina is generally not responsible for packages that are lost or stolen after the carrier has confirmed successful delivery to the shipping address provided by the customer.

Damaged Shipments

If your package arrives damaged, please contact us as soon as possible after delivery.

To help us review the issue, we may request:

• Photos of the damaged product
• Photos of the packaging
• Photos of the shipping label
• Your order number
• A description of the damage or issue

Once the information has been reviewed, Petorina will determine an appropriate resolution.

Depending on the circumstances, this may include:

• Replacement
• Refund
• Store credit
• Another suitable solution

Split Shipments

Some orders may be shipped in more than one package.

This may occur because of:

• Inventory availability
• Different warehouse locations
• Product sourcing requirements
• Shipping efficiency
• Fulfillment logistics

When an order is divided into multiple shipments, you may receive separate tracking numbers.

If only part of your order arrives first, this does not necessarily mean the remaining items are missing.

Please review your shipping confirmation emails and tracking information for additional packages.

Order Cancellations

Orders may only be canceled before they enter the fulfillment or shipping process.

If you would like to cancel an order, please contact us as soon as possible at:

service@petorina.com

Once an order has been processed, fulfilled, or shipped, cancellation may no longer be possible.

If the order has already shipped, please refer to our Return & Refund Policy for information regarding returns after delivery.

Refused or Undeliverable Packages

Packages may be returned to us if they are:

• Refused by the recipient
• Unclaimed
• Undeliverable
• Sent to an incomplete or incorrect address

If a package is returned because of inaccurate shipping information provided by the customer, additional shipping or handling charges may apply.

Where permitted by applicable law, Petorina may deduct applicable shipping or handling costs from a refund.

Customers are responsible for confirming that all shipping information is accurate before completing checkout.

Changes to This Shipping Policy

Petorina may revise this Shipping Policy from time to time to reflect changes in:

• Shipping operations
• Carrier services
• Fulfillment procedures
• Business practices
• Legal requirements
• Regulatory requirements

Any updates will be published on this page and will become effective upon posting unless otherwise stated.

We encourage customers to review this Shipping Policy periodically for the latest information.

Contact Us

If you have questions about shipping, tracking, delivery, or an existing order, please contact us:

Brand: Petorina

Company: GLEMVIA LIMITED

Website: petorina.com

Email: service@petorina.com

Address: SUITE C, LEVEL 7, WORLD TRUST TOWER, 50 STANLEY STREET, CENTRAL, HONG KONG