Shipping policy

Shipping Policy

At Pet City Houston, we understand that every order is a step toward providing better care for your beloved pets.

This Shipping Policy explains how we prepare, ship, and deliver your pet essentials, helping you understand what to expect from the moment you place your order until it arrives at your door.

Our Shipping Commitment

At Pet City Houston, we are dedicated to making pet care products more accessible, convenient, and reliable for pet families.

To provide a wider selection of quality pet essentials while maintaining fair pricing, some products may be shipped through trusted fulfillment partners and distribution centers.

This approach helps us:

  • Provide carefully selected products for pets and their families
  • Maintain competitive prices without unnecessary retail costs
  • Improve inventory efficiency and reduce product waste

We appreciate your understanding as we work to deliver quality products in a smarter way.

1. Order Processing & Shipping Fees

Every order placed with Pet City Houston is carefully prepared before shipment.

Order Processing Time

Please allow 2–4 business days for order verification, quality inspection, and packaging.

During busy periods such as holidays, promotional events, or seasonal demand, processing may require additional time.

Shipping Fee

Shipping costs are calculated based on your order details and delivery location.

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

2. Estimated Delivery Time

Delivery times may vary depending on your location, product availability, and carrier conditions.

Region Estimated Delivery Time
United States 7 – 15 Business Days
Canada / UK / Australia 10 – 18 Business Days
Other International Locations 15 – 25 Business Days

Please note that estimated delivery windows are not guaranteed arrival dates. Weather conditions, carrier delays, holidays, and local processing times may affect delivery speed.

We appreciate your patience while your order makes its way to you.

3. Tracking Your Order

Once your package has been shipped, you will receive a confirmation email containing your tracking information.

Please keep in mind:

  • Tracking details may take 24–72 hours to update after shipment
  • Initial tracking information may appear inactive while the package is being transferred
  • Your order remains in transit even if updates are temporarily unavailable

If you experience any concerns with your tracking information, our support team is happy to assist.

4. Duties, Taxes & International Orders

For orders shipped outside the United States, additional customs procedures may apply depending on the destination country.

Customers are responsible for:

  • Any applicable import duties
  • Local taxes or customs fees
  • Requirements imposed by local authorities

Pet City Houston is not responsible for delays caused by customs inspections or government processing.

5. Order Changes & Cancellations

We begin preparing orders shortly after purchase to ensure fast processing.

If you need to update your shipping information or request a cancellation, please contact us as soon as possible:

Email: service@auagaingo.com

Requests must be submitted within 12 hours of placing your order.

Once your order has entered fulfillment or shipment preparation, changes or cancellations may no longer be available.

6. Damaged, Missing, or Lost Packages

We want every pet family to receive their order safely.

Damaged Items

If your package arrives damaged:

  • Please contact us within 72 hours of delivery
  • Include photos of the package and the item received

Our team will review the situation and provide an appropriate solution, including replacement support when applicable.

Lost Packages

If your shipment is confirmed lost by the carrier:

  • Please contact our customer service team
  • We will work with you to investigate the issue and provide assistance

Your satisfaction and trust are important to us.

Need Help?

If you have any questions about your order or delivery, please contact:

Pet City Houston
πŸ“ 230 Bammel Westfield Rd, Houston, TX 77090
πŸ“ž +1 281-519-4384
βœ‰οΈ service@auagaingo.com

Thank you for choosing Pet City Houston β€”
making every delivery a little closer to happier, healthier pets.