Shipping policy
Thank you for shopping with Pet Serene! We’re committed to getting your pet’s favorite products to your door quickly and safely. Below you’ll find everything you need to know about how we ship.
Order Processing
All orders are processed within 1–2 business days (Monday–Friday, excluding holidays). Once your order is processed, you’ll receive a confirmation email with your tracking number.
Orders placed on weekends or holidays will begin processing on the next business day.
Shipping Options & Rates
We offer two shipping options for all orders within the United States:
| Shipping Method | Delivery Time | Cost |
|---|---|---|
| Standard Shipping | 5–8 business days | $4.99 |
| Express Shipping | 3–5 business days | $9.99 |
Delivery times are estimates and begin once your order has shipped (not when it’s placed). Total time = processing time (1–2 days) + shipping time.
Order Tracking
Once your order ships, you’ll receive an email with a tracking number and a link to track your package. You can also track your order anytime by logging into your account on pet-serene.com.
If you don’t see a tracking email within 2 business days of placing your order, please check your spam folder or contact us at support@pet-serene.com.
Shipping Destinations
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We currently ship to all 50 US states, including Alaska, Hawaii, and US territories. We do not ship internationally at this time.
Note: Shipments to Alaska, Hawaii, and US territories may take a few extra business days.
Shipping Address
Please double-check your shipping address before placing your order. We are not responsible for orders shipped to incorrect addresses provided by the customer.
If you need to update your shipping address, contact us within 2 hours of placing your order at support@pet-serene.com. Once an order has been processed or shipped, we cannot change the address.
Lost, Stolen, or Damaged Packages
Lost Packages:
If your tracking shows delivered but you haven’t received it, please:
1. Check with neighbors and around your property
2. Wait 24–48 hours (packages are sometimes scanned early)
3. Contact your local carrier
4. Reach out to us at support@pet-serene.com if it still hasn’t arrived
Stolen Packages:
Once a package is marked as delivered by the carrier, Pet Serene is not responsible for stolen packages. We recommend filing a claim with the carrier and your local authorities.
Damaged Packages:
If your order arrives damaged, please email us at support@pet-serene.com within 48 hours of delivery with photos of the packaging and product. We’ll make it right.
Shipping Delays
While we do our best to meet our estimated delivery times, occasional delays may occur due to:
• High order volume (sales, holidays)
• Weather conditions
• Carrier delays
• Incorrect or incomplete shipping address
We appreciate your patience and will keep you updated if there are any significant delays with your order.
Multiple Shipments
If you order multiple items, they may be shipped separately to get them to you faster. You’ll receive a tracking number for each shipment.
Contact Us
Have questions about your shipment? We’re here to help.
Pet Serene
Email: support@pet-serene.com
Website: pet-serene.com
Response Time: Within 24 hours (Mon–Fri)