At OYOUHOOL we ship pet supplies worldwide from our CN Global Warehouse. Below is everything you need to know about how, when, and where your order travels — from placing an order to tracking it at your door.
1General Shipping Info
- Please enter your shipping address in English, without special symbols or characters, so the courier can recognize it correctly in their system. We ship to the exact address you provide.
- If you need to change your address, tell us before your order status reaches “Processing” to avoid misdelivery or parcel loss.
- To cancel or modify an order, contact our customer service as soon as possible. Once an order enters “Processing” it is locked by our fulfillment system and can no longer be changed or canceled.
- In-stock items are typically dispatched within 1–2 business days after payment confirmation.
- Every item is inspected and carefully hand-packed before dispatch.
- As standard courier practice, please check the parcel contents before signing. If you sign without checking, we cannot be held responsible for damage that occurred in transit.
2Order Status
Track what each status means in Account → Orders. Most orders move through these stages automatically:
| Order Status | What it means |
|---|---|
| Pending | Order placed, payment not yet received. Processing is paused. |
| Confirmed | Payment received. An order confirmation email is sent — please double-check the shipping address, items, and amount. |
| Processing | Order is picked, packed, and prepared for the carrier (usually within 48 business hours). |
| Shipped | Handed to the shipping carrier. A tracking number (if available) is emailed to you. Tracking may take 24–48h to activate. |
| In Transit | Parcel is moving through the network. Follow it with the link in your shipping email. |
| Delivered | Parcel delivered to the address you provided. |
| Canceled | Order canceled (only possible before “Processing”). |
| Refunded | Refund issued to your original payment method (7–15 business days to arrive). |
Need to cancel?
You can cancel and request a refund yourself before “Processing” from Account → Order History. Refunds take 7–15 working days to reach your account.
3Shipping Methods & Delivery Time
| Method | Delivery Time | Tracking | Best for |
|---|---|---|---|
| Processing | 1–2 business days | — | Order preparation after payment is confirmed. |
| Standard Shipping | ≈ 7–15 business days | Yes | Most countries worldwide. Free on orders over the store threshold. |
| Express Shipping | ≈ 3–7 business days | Yes | Urgent orders (where available; small surcharge shown at checkout). |
- Worldwide Shipping: We deliver to most countries and regions. Please contact us if you are unsure whether we ship to your location.
- Shipping cost: Free standard shipping on orders over the store threshold; otherwise a flat-rate or weight-based fee is calculated at checkout.
- Warehouse: All orders are fulfilled from our CN Global Warehouse.
Estimates are counted from the dispatch date and may vary with customs clearance, local carriers, or peak seasons.
4Order Tracking
Once your order ships we email a tracking number so you can follow the parcel in real time. Tracking is usually active within 24–48 hours of dispatch, and you can also view it anytime under Account → Track Orders.
5Shipping Fees
- Free standard shipping on orders over the store threshold.
- Otherwise a flat-rate or weight-based fee is calculated at checkout.
- Express Shipping may carry a small additional fee, shown clearly before you pay.
6Customs, Duties & Taxes
Our standard terms are DAP (Delivered at Place): import duties, taxes, and customs-clearance fees charged by the destination country are the customer’s responsibility and are not included in the product or shipping price. If a customer refuses to pay these fees, return shipping and related costs may be deducted, with any remaining balance refunded.
- For destinations that collect VAT or sales tax (for example the United States and EU), any applicable tax is shown at checkout. Tax-exempt businesses may upload exemption documents in their account.
- Customs rules vary by country. If you have questions about the amount of tax, consult your local customs office before ordering.
Before you order
Please check your local import regulations. OYOUHOOL is not liable for extra charges once a parcel has shipped, and we cannot mark items as “gift” to avoid duties.
7Customer Responsibilities
- Correct address: An inaccurate or incomplete address may cause failed delivery or extra redirection charges.
- Customs clearance & payment: Failure to complete clearance or pay required fees may lead to delays or confiscation of your shipment.
- Do not refuse delivery without first contacting our support team — this complicates claims and refunds.
- High-value orders: For orders over a high value, we advise against the cheapest postal methods due to a higher loss rate. Choose tracked or express shipping instead.
8Shipment Protection & Lost Parcels
Every parcel includes standard carrier liability for loss or damage in transit. For valuable orders, contact us before shipping to discuss additional protection options.
Lost or delayed parcel?
If a parcel is delayed beyond the estimated window or appears lost, contact our support team within 30 days of shipment. We will investigate with the carrier and arrange a reshipment or refund. Please include your order number and, where applicable, photos of any damaged packaging.