Shipping policy

Last updated: August 12, 2026

Thank you for shopping with S&S Pet Fam. We are committed to delivering your order safely and efficiently. Please review our shipping policy below.

1. Processing Time

Orders are typically processed within 1–3 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays. During peak seasons, promotions, or high-volume periods, processing may take an additional 1–2 business days.

You will receive an order confirmation email when your order is placed, and a shipping confirmation email with tracking information once your order has been dispatched.

2. Shipping Destinations

We currently ship to the United States (all 50 states, including APO/FPO addresses) and select international destinations. If your country is not available at checkout, it means we do not currently ship to that location.

3. Estimated Delivery Times

Estimated delivery times begin from the date your order is shipped (not the date the order is placed) and vary by destination:

United States: 7–15 business days (including processing time)
International: 10–25 business days (including processing time), depending on the destination country and customs processing

These delivery estimates are not guaranteed. Actual delivery times may vary due to factors beyond our control, including customs clearance, local postal service capacity, carrier delays, weather events, natural disasters, pandemics, government actions, or other force majeure events. We are not responsible for delays caused by these factors.

4. Shipping Rates

Shipping costs (if applicable) are calculated and displayed at checkout before you complete your purchase. We may offer free shipping promotions from time to time, which will be clearly indicated on the Services.

5. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. Please allow 2–5 business days after receiving the tracking number for tracking information to be updated by the carrier.

If your tracking information has not updated for more than 10 business days, please contact us at sparksshopify@gmail.com with your order number and we will investigate.

6. Customs, Duties, and Import Taxes

International shipments (including shipments to the United States) may be subject to customs duties, import taxes, brokerage fees, and other charges imposed by the customs or tax authorities in your destination country. These charges are your sole responsibility and are not included in the product price or shipping costs displayed at checkout.

We have no control over these charges and cannot predict their amount. We recommend contacting your local customs office for more information before placing your order. We are not responsible for any delays caused by customs clearance procedures.

7. Shipping Address

Please ensure that you provide a complete and accurate shipping address at checkout, including apartment number, building name, postal code, and any delivery instructions. We are not responsible for orders shipped to an incorrect or incomplete address provided by you.

If a package is returned to us due to an incorrect address, refused delivery, or unclaimed package, you will be responsible for any reshipping costs. We may, at our discretion, issue a refund minus the original shipping charges and any return shipping costs incurred.

8. Lost, Stolen, or Undelivered Packages

Marked as delivered: If a package is marked as delivered by the carrier but you have not received it, we recommend checking with neighbours, your building management, or your local post office. Please also allow an additional 2–3 business days, as carriers occasionally mark packages as delivered prematurely. If you still cannot locate the package, please contact us and we will assist you in filing a claim with the carrier. We are not obligated to replace the product or issue a refund for packages marked as delivered.

Lost in transit: If your tracking shows no movement for more than 20 business days after dispatch, please contact us. We will work with the carrier to investigate and, if the package is confirmed lost, we will either reship the order or issue a refund at our discretion.

9. Damaged Packages

If your package arrives visibly damaged, please photograph the damage to the outer packaging before opening it, then photograph the contents. Contact us at sparksshopify@gmail.com within seven (7) days of delivery with the photographs, your order number, and a description of the damage. We will resolve the issue in accordance with our Return and Refund Policy.

10. Order Modifications

If you need to modify your order (change shipping address, product, or quantity), please contact us at sparksshopify@gmail.com as soon as possible. We can only accommodate modifications if the order has not yet been processed or shipped. Once an order has been dispatched, modifications are no longer possible.

11. Contact Us

If you have any questions about shipping, please contact us:

S&S Pet Fam
Email: sparksshopify@gmail.com
Postal address: BO1-A-09, Menara 2, KL Eco City, 3, Jln Bangsar, 59200 Kuala Lumpur, Malaysia