1. General Information & Scope
This Shipping Policy governs all purchases and shipments made via the website www.cushionpawpad.com (hereinafter referred to as the “Website”). The Website is operated by PETLY LIMITED (NZBN: 9429053356802), a registered corporate entity in New Zealand.
Our official corporate details and contact coordinates are structured as follows:
- Company Name: PETLY LIMITED
- Brand Name: cushionpawpad
- Official Email: pet@cushionpawpad.com
- Contact Number: +642102879094
- Registered Office Address: 94b Union Road, Howick, Auckland, 2014, New Zealand
This policy establishes the formal terms of transit and delivery between the merchant and the consumer, drafted in accordance with the consumer protection frameworks of New Zealand, the European Union, and the United States.
2. Dispatch Origin
To ensure structured fulfilment and international transit standards, all items are sorted, packed, and dispatched from our primary facility located at:
- Fulfilment Centre Address: 94b Union Road, Howick, Auckland, 2014, New Zealand
3. Order Processing Time
Upon receipt of a valid order and the verification of payment processing, items require 1 to 2 business days to be prepared, verified, and handed over to international courier networks. Please note that during seasonal periods of high volume, statutory holidays, or adverse weather events, processing timeframes may experience slight adjustments. Our operations team works diligently to minimise any potential dispatch delays.
4. Shipping Destinations, Carriers & Estimated Timeframes
We cater predominantly to consumers located across the European region and the United States. To maintain high-tier transit standards, we partner with premium international express networks, utilizing priority services:
- Logistics Partners: DHL Priority, FedEx Priority, UPS Priority (or equivalent premium international carrier services).
- Estimated Transit Window: Once the parcel has been dispatched from our facility, delivery to destinations across Europe and the United States typically requires 3 to 9 business days.
Please note: The timeframes stated above are estimates provided by our logistics partners based on average transit conditions. Actual delivery dates may vary depending on local customs procedures, remote postcodes, or localized postal service capacities.
5. Automated Tracking & Notifications
To keep you informed at each stage of the transit process, our system deploys automated email notifications. Updates will be sent automatically to the email address provided during checkout at the following milestones:
- At Dispatch: As soon as the item is packed and the international tracking number is generated.
- At Transit Hubs: When the consignment arrives at major international sorting and transit centers.
- Out for Local Delivery: When the parcel reaches your regional courier depot and enters the final delivery route.
6. Delivery Exceptions, Delays & Formal Investigation
In the event that a consignment exceeds the standard estimated transit window outlined above without a successful delivery attempt, please contact our customer support desk immediately via pet@cushionpawpad.com.
Upon receiving your notice, we will initiate the following procedural steps:
- We will immediately launch a formal transit tracer and investigation with the respective carrier (DHL, FedEx, or UPS).
- We will provide you with an initial update regarding the status of the investigation within 48 hours.
- If the carrier officially confirms in writing that the parcel has been lost in transit, rendered undeliverable due to uncontrollable routing failures, or has suffered a substantial, irreversible delay, we will either process a full refund to your original payment method or arrange a replacement shipment, depending on the specific findings of the inquiry.
7. Customs, Import Duties & Consignee Responsibilities
- Import Tariffs & Taxes: For orders bound for the European region and the United States, shipments may be subject to local import duties, Value Added Tax (VAT), or administrative customs fees upon entry into the destination country. These statutory charges are determined by the respective destination authorities and remain the sole responsibility of the customer; they are not calculated or collected at checkout.
- Accuracy of Information: The customer is responsible for ensuring that all shipping addresses and contact details are entered accurately at the time of purchase. We cannot accept liability for delivery failures, returns, or disposals resulting from incorrect address inputs, a refusal to cooperate with local customs authorities, or prolonged failure to collect the parcel after repeated delivery attempts.
