Shipping policy
This Shipping Policy explains how orders placed through pocketpals.space are processed, shipped, tracked, and delivered.
1. Free Worldwide Shipping
PocketPals offers free standard shipping worldwide on eligible orders, with no minimum purchase requirement unless otherwise stated during a specific promotion.
Free shipping applies to the standard shipping option offered during checkout. Faster or upgraded shipping services, when available, may require an additional fee.
2. Order Processing
Orders are generally processed before being transferred to a shipping carrier.
Processing may include:
- Payment verification.
- Address verification.
- Product inspection.
- Packaging.
- Preparation of shipping documents.
- Carrier handover.
Orders are not normally processed on weekends or public holidays. Processing may take longer during promotional periods, seasonal demand, product launches, or periods of unusually high order volume.
You will receive an order confirmation after completing your purchase. A separate shipping confirmation may be sent when your order has been dispatched.
3. Estimated Delivery Time
Our estimated delivery time is generally:
7–10 business days after shipment
Business days normally exclude weekends and public holidays.
The delivery estimate is not a guaranteed delivery date. Delivery times may vary depending on:
- Destination country or region.
- Customs inspections.
- Local postal services.
- Shipping carrier capacity.
- Weather conditions.
- Public holidays.
- Remote delivery locations.
- Incomplete or inaccurate addresses.
- Events outside our reasonable control.
4. International Shipping
We ship to customers worldwide, subject to carrier availability, trade restrictions, and local regulations.
Certain locations may not be serviceable because of:
- Carrier limitations.
- Local delivery restrictions.
- International sanctions or trade restrictions.
- Customs rules.
- Remote-area service limitations.
- Natural disasters or operational disruptions.
If we cannot ship to your address, we will contact you and provide an appropriate solution, which may include order cancellation and a refund.
5. Shipping Confirmation and Tracking
When tracking is available, your shipping confirmation email will include a tracking number or tracking link.
Tracking information may take several business days to update after shipment because carriers may need time to scan and register the package.
Some international delivery services provide limited tracking updates while a package is in transit or after it enters the destination country.
6. Separate Shipments
Products in the same order may be shipped separately due to:
- Different fulfillment locations.
- Product availability.
- Package size or weight.
- Carrier requirements.
- Faster fulfillment.
If your order is divided into multiple shipments, you may receive separate tracking information. You will not be charged additional standard shipping fees because of a split shipment.
7. Shipping Address Accuracy
Customers are responsible for entering a complete and accurate shipping address.
Before completing your order, please verify:
- Recipient name.
- Street address.
- Apartment or unit number.
- City.
- Province, state, or region.
- Postal or ZIP code.
- Country.
- Telephone number.
PocketPals is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete information supplied during checkout.
Contact us immediately if you notice an address error. Address changes cannot be guaranteed after an order has entered processing or shipment preparation.
8. Customs Duties, Taxes, and Import Fees
International orders may be subject to customs duties, import taxes, brokerage charges, handling fees, or other government assessments.
Unless explicitly stated at checkout, these charges are not included in the product price and remain the responsibility of the recipient.
PocketPals does not control customs authorities and cannot predict whether charges will apply.
Customers are responsible for complying with the import laws of their destination country.
9. Customs Delays
International packages may be inspected or held by customs authorities.
Customs clearance times are outside the direct control of PocketPals. We are not responsible for delays caused by:
- Customs inspections.
- Documentation reviews.
- Import restrictions.
- Unpaid duties or taxes.
- Requests for recipient identification.
- Government procedures.
Please respond promptly if a carrier or customs authority contacts you regarding your package.
10. Delayed Orders
If your order has not arrived within the expected delivery period, please:
- Review the tracking information.
- Check your delivery address.
- Look around the delivery location.
- Ask household members, neighbors, reception staff, or building management.
- Contact the local carrier.
- Contact PocketPals for assistance.
Minor delays do not automatically mean a package is lost. We may need to allow the carrier’s investigation period before issuing a replacement or refund.
11. Lost Packages
A package may be treated as lost when the carrier confirms it cannot be located or when it remains undelivered beyond a reasonable investigation period.
If your package appears lost, contact:
Please include your order number and tracking information. We may arrange:
- A replacement shipment.
- A refund.
- Another appropriate resolution.
Claims must be supported by the available tracking and carrier information.
12. Packages Marked as Delivered
If tracking shows “delivered” but you cannot locate the package, please:
- Check all entrances and secure delivery areas.
- Contact other household members.
- Ask neighbors, reception staff, or property management.
- Wait until the end of the delivery day, as scans may appear early.
- Contact the carrier for delivery details.
- Contact us if the package remains missing.
PocketPals will assist where reasonably possible, but we may require confirmation from the carrier before issuing a replacement or refund.
13. Damaged Packages
If your package arrives damaged:
- Photograph the outer packaging before opening it.
- Photograph the shipping label.
- Photograph the damaged product and internal packaging.
- Keep all packaging materials.
- Contact us promptly.
We will review the evidence and provide an appropriate solution under our Return and Refund Policy.
14. Refused or Unclaimed Shipments
Packages refused by the recipient or left unclaimed may be returned to the sender.
If this occurs, the customer may be responsible for additional shipping, storage, customs, or return costs. Refunds may be reduced by costs incurred because of refusal or failure to collect the package, except where prohibited by law.
15. Delivery Attempts
Carriers may make one or more delivery attempts. If nobody is available, the carrier may:
- Leave the package in a secure location.
- Transfer it to a collection point.
- Request delivery rescheduling.
- Return it to the sender.
Customers are responsible for following carrier instructions and collecting packages within any stated deadline.
16. Events Outside Our Control
PocketPals is not responsible for delivery delays resulting from events beyond our reasonable control, including:
- Extreme weather.
- Natural disasters.
- Labor disputes.
- Transportation interruptions.
- Government restrictions.
- Customs congestion.
- Public health emergencies.
- Carrier system failures.
- Civil unrest or conflict.
We will make reasonable efforts to keep customers informed when such events significantly affect delivery.
17. Contact Us
For shipping assistance, contact:
PocketPals
2660 Noel Dr
Burnaby, BC V3J 1J3
Canada
Email: support@pocketpals.space
Phone: +1 (604) 421-0924
Website: pocketpals.space