Shipping and Delivery

1. Delivery Area

We deliver only to the 48 contiguous United States and Washington, D.C.

We do not deliver to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, other U.S. territories, PO Boxes, APO, FPO, or DPO addresses.

We verify service eligibility by ZIP code before checkout is completed. If an address cannot receive our standard service, we do not accept the order; we do not add a remote-area fee.

2. Shipping Origin and Product Availability

All products offered for sale are stocked and dispatched from a third-party partner warehouse in Chicago, Illinois, United States. Orders are not randomly transferred to warehouses in other countries, and China-direct shipments are not represented as U.S.-warehouse shipments.

There is no production lead time: we do not sell customized, preorder, or made-to-order items. Large pet furniture and smaller products use the same published timing. A product unable to meet that timing is not listed as available stock. The company registration address in China is not the dispatch warehouse.

3. Processing, Cutoff, and Estimated Transit

Orders are processed within 1 warehouse business day after payment is accepted, subject to the 12:00 noon U.S. Central Time cutoff described in Shipping and Delivery. Estimated transit is 3–5 warehouse business days after dispatch. Normal total fulfillment is approximately 4–6 warehouse business days from the applicable processing start; the cutoff, weekends, and U.S. federal holidays affect when that period begins. Transit estimates are not a guarantee of delivery on a particular date.

Warehouse business days are Monday through Friday, excluding U.S. federal holidays. Payment accepted before 12:00 noon U.S. Central Time on a warehouse business day enters processing that day. Payment accepted at or after 12:00 noon, on a weekend, or on a U.S. federal holiday enters the next warehouse business day. U.S. Central Time observes CST or CDT as applicable. Customer service hours are separate from warehouse hours.

The 4–6-business-day normal estimate includes up to 1 business day for processing and 3–5 business days in transit. It is counted from the applicable processing start, rather than treating every hour after checkout as warehouse operating time. Weather, carrier events, or other delivery exceptions can affect transit; if a problem occurs, the support and remedy process below applies.

4. Processing Exceptions

If an unexpected stock problem, payment review, or address issue affects processing, we email you within 1 warehouse business day and explain the issue, any revised dispatch date we can reasonably provide, and your option to wait or cancel for a refund. We do not treat silence as open-ended agreement to a delay. If you do not consent to a delay beyond the promised dispatch time, we cancel the affected unshipped goods and promptly refund the amount due. If the entire order cannot be fulfilled, product charges, the shipping charge, and related tax are refunded in full.

5. Shipping Charge and Taxes

Shipping is a flat US$5.99 per order. There is no free-shipping offer, minimum order for free shipping, oversized-item surcharge, or remote-area surcharge. Addresses that cannot receive the standard service are not accepted.

All prices and checkout charges are in U.S. dollars (USD). Product prices exclude separately charged sales tax; applicable tax, the US$5.99 shipping fee, and the complete total are displayed before payment. We do not add undisclosed store fees after payment.

Products ship from our U.S. partner warehouse to U.S. customers. We bear import costs incurred before the goods enter that warehouse; customers are not charged additional import duties at delivery.

6. Tracking and Split Shipments

Every parcel receives its own tracking number. We email the tracking details to the order email within 24 hours after handoff to the carrier. Creating a shipping label is not carrier handoff. The first carrier scan is expected within 24–48 hours after handoff.

One order may be split into several parcels, each with its own tracking information. A split arranged by us does not increase your shipping charge. Keep all tracking emails and check whether an outstanding item has a separate parcel before reporting it missing.

7. Address Changes and Order Cancellation

You may request cancellation before carrier pickup, including when warehouse preparation has begun. We immediately seek to stop an order that has been prepared but not handed over, and confirm the outcome after checking with the warehouse. If handoff is successfully stopped, we refund the product amount, shipping charge, and related taxes in full with no cancellation fee. Once the carrier has collected the parcel, direct cancellation is unavailable; we can review interception or the return process. An interception is not guaranteed.

Check your street address, apartment or unit, city, state, ZIP code, and contact information before payment. Address corrections may be requested before pickup. After carrier pickup we can assist with a carrier change request, but cannot guarantee it. Customer service replies to cancellation and change requests within 24 hours and prioritizes them during service hours.

8. Delays, Missing Parcels, and Investigation Deadlines

If delivery exceeds the estimated window, contact us with the order and tracking numbers. Within 1 warehouse business day after your report, we open a carrier inquiry; we provide the first investigation update within 3 warehouse business days and email further updates every 3 warehouse business days until resolution. If loss or non-delivery is confirmed, you may choose a free replacement or refund. If the parcel is still undelivered 10 warehouse business days after the last day of its estimated delivery window and there is no valid proof of delivery, you may choose replacement or refund without waiting indefinitely for the investigation.

We handle the carrier inquiry and keep you informed; you are not required to resolve our carrier claim yourself. Any earlier remedy or response required by applicable law remains available.

9. Tracking Says Delivered but You Have Not Received It

We investigate reports that tracking says “Delivered” but the parcel was not received. We check the delivery address, delivery photos, signature information where available, and carrier records. A “Delivered” scan alone does not automatically defeat a claim. Confirmed misdelivery is resolved with your choice of free replacement or refund.

Check the usual delivery area, any carrier notice, and household members or building staff where appropriate, then contact us with the order and tracking details. These checks help locate the parcel and are not an automatic basis to deny a report.

10. Damaged, Incorrect, or Incomplete Delivery

Email service@zarvqi.com with the order number, affected product, description, and clear relevant photos where possible. We complete an initial review within 1–3 warehouse business days and explain the solution or additional materials needed.

For damaged, defective, incorrect, incomplete, or materially misdescribed goods, we cover necessary replacement, exchange, and return shipping costs. We provide an appropriate free replacement or refund rather than requiring acceptance of a coupon or store credit. If return is required, we arrange prepaid return shipping or pickup; customers are not required to buy a return label for these issues.

We supply missing components free of charge; where the order cannot be completed or used normally, we offer replacement or refund. A full product-issue refund includes product charges, the original shipping charge, and corresponding tax. A partial refund includes the affected item and corresponding tax; if the issue makes the complete order unusable, we treat it as a full-order issue.

11. Returned-to-Sender Parcels

If a parcel is returned because of an incorrect address supplied by the customer, a personal-choice refusal, or failure to collect it, we can arrange a refund or reshipment after the goods return. Reshipment costs US$5.99. For a refund, the original US$5.99 outbound shipping charge is not refunded; we deduct only an actual carrier return charge that was disclosed to you in advance and can be supported by evidence. There is no penalty fee. If the problem resulted from our address-entry error, wrong goods, or damaged goods, we bear the related costs instead.

12. Contact and Rights

Email service@zarvqi.com or call +86 27 8271 1037. Customer support is available 08:00–22:00 every day, China Standard Time (UTC+8), including weekends and holidays.

Nothing in these policies excludes or limits any mandatory consumer right, warranty, or remedy that applies to your purchase. Where applicable law requires a different outcome, charge, or deadline, that requirement takes precedence.