WHAT SHIPPING METHODS ARE AVAILABLE?
We offer different international shipping methods . You can choose your preferred method on the checkout page. The cost of shipping varies based on the shipping method selected. Total Delivery Time = Processing Time(1~3 business days) + Shipping Time. The processing time varies based on the items you buy.
- US/CA/World Wide Free shipping all orders over $89
- US/CA Secured Standard Shipping (Include Tracking)
- International Secured Standard Shipping (Include Tracking)
- DHL Express Secured Standard Shipping (Include Tracking)
HOW LONG WILL IT TAKE TO SHIP MY ORDER?
Location Estimated Total Time
United States 12-30 business days (usually takes only 10-25 business days)
Canada, Europe 15-40 business days
Australia, New Zealand 15-45 business days
Mexico, Central America, South America 20-60 business days
Middle East (UAE, Saudi Arabia) 20-40 business days
We ship Monday through Friday, excluding weekends and holidays.
The Total time = Production time + Processing time + Shipping time
- Production time: 2-7 business days
- Processing time: 1-3 business days
- Shipping time: from 10-25 business days depends on your chosen shipping option (Standard or Express Shipping)
Note that: A business day means any day except any Saturday, any Sunday or legal holidays
Due to the Covid 19 pandemic, please allow extra time for your order to be processed and shipped to your address. Contact us for more details
support@proudvet365.com
HOW MUCH DOES SHIPPING COST?
The shipping cost varies depending on the shipping destination and the policy of the store such as the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total cost.
Note: Free shipping is calculated on the subtotal after the discount is applied.
MY TRACKING NUMBER ISN’T WORKING.
Tracking numbers can take 2-5 days to show up in the shipping carrier's system. If the tracking number is still not working within a few days, please contact us at support@proudvet365.com
Tracking updates can be delayed when the parcel is:
- Going through local customs clearance procedures
- At the post office sorting center
- Held up by uncontrollable factors including, such as labor strikes, bad weather, political issues, etc.
If you experience any delays in tracking updates, we recommend you check the estimated delivery time. If your package is taking longer than scheduled, please contact us.
HOW DO I CHANGE MY ADDRESS?
Please send your updated shipping address to support@proudvet365.com 24 hours after you placed your order. If your order is processing and the address needs to be updated we will need to cancel the order and you can place the order again. If the item has already shipped we are unfortunately unable to make any changes.
WHAT SHOULD I DO IF I MADE A MISTAKE OF MY ORDERS?
First off, please try not to!
However, you can still update your order information (including changing size, color, quantity, or shipping address) if your request is submitted within 24 hours after the order is placed. Please immediately contact us and our team will gladly resolve all of your concerns!
I NEED HELP WITH A LATE ORDER.
If your order has not arrived after 30 business days (domestic) and 45 business days (international), please contact customer service at support@proudvet365.com
CAN I CANCEL AN ORDER?
You can cancel an order within 06 hours from the moment you finish your checkout process. After this time, your order will be immediately sent into production.
Please contact us with your order details. We will cancel your order and provide a full refund.
We cannot cancel orders once the printing process has begun.
WHAT TYPE OF PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, and Paypal.
When will my card be charged? Right after you have successfully placed your order.
HOW IS QUALITY ASSURANCE PROCESS?
We work with top manufacturers who can guarantee the high-quality of each package by taking everything into consideration and do a last-minute check before sending the complete order to you.
Based on the known issues and properties of each product, our QA specialists have listed detailed criteria we want to test for the product:
- Product type (shoes / bags / ...)
- Origin: workshop, testing date...
- Variant
- Colors
- Material - use trial product and describe it
- Size
- Use - use trial product and describe it
- Smell - use trial product and score it
After that, we put these criteria into the testing form, each element will be scaled on a level from 1 to 5 (low-quality to excellent quality) and take note.
Every single product will have to go through this whole testing process and each one needs to reach the minimum score of 80 before being packed and shipped to you.
HOW SECURE IS MY PERSONAL INFORMATION?
We adhere to the highest security standards to protect your personal information when you enter the checkout page and purchase from our online store.
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
WHY DID MY CREDIT CARD PAYMENT FAIL?
The most common credit card issue is incorrect card details, if you have checked the card details are correct, these are other possible reasons:
-A do not honor status is sent by the bank that issued your card.
-The card has insufficient funds.
-The card has expired or has not been activated.
-System transaction timed-out.
-The Card is reported stolen or lost.
WHY WAS MY PAYPAL PAYMENT DECLINED?
Payment is handled directly by PayPal. Our store is not given any payment information. Please verify the following and contact PayPal if the problem persists. These are other possible reasons:
-Zero balance without any backup funding .
-Returned check
-Negative balance
-Exceeded spending limit
-Credit card expired
HOW CAN I RETURN A PRODUCT?
What is your cancellation policy?
You have 6 hours of the same day to cancel your order and receive a refund after your purchase. If you try to cancel your order after you received a Shipping Confirmation email, we will not be able to issue a refund as the item has already been packaged and shipped out to you.
What is the return policy?
If your product is damaged or defected, please kindly mail us with the subject line “Return: Damage or Defective item” with your order number along with a photograph so we can immediately look into sending you a new one.
The return policy will only apply to damaged items or products that have any manufacturing problems. We will not make any refunds or changes once the product has been successfully delivered in normal condition.
See more about our return policy at Return & Refund policy.
We do not refund shipping costs. Return shipping is to be paid by the Buyer unless the item is damaged or incorrect. .
HOW DO I RETURN MY ORDER?
Here’s what you’ll need to get started to refund/return a product:
-To arrange for a return please contact us directly for return instructions at
support@proudvet365.com
-Wait for us in 24-48 hours to get our response
Once we’ve got that already, please follow our instructions
After we have received your return, we directly initiate your refund for the item(s) only. Your refund credit will be issued from 1-3 business days after the item has been received and inspected, 15% of the restocking fee would be deducted from the credit amount.
Note that You will have 7 business days from when you received your order to start the return process. Items must be returned within 30 calendar days from when you received your order for a return to be accepted.
Shipping fees are nonrefundable unless the item is damaged or incorrect. Return shipping costs are Customer responsibility unless the item is damaged or incorrect.
If you have any questions please email support@proudvet365.com
Thank you!
Can I get the refund if I don't like the products?
No. Items shipped from us can be returned within 7 days of receipt of shipment if the item is damaged or incorrect only. Please go to our Return & Refund Policy for more details.
WHY HAVEN’T I RECEIVED MY ORDER?
- Your order has not shipped out yet. We recommend you check the status of the order in your Account. Go to: View orders -- My orders.
- Your order is in transit, and it is within the estimated delivery time, please wait, in most cases orders will arrive within the estimated time. If your order has not arrived and it is taking longer than the estimated delivery time, please contact us.
- Your order may have been returned for the following reasons:
-The courier attempted to deliver to you but could not find you to sign for the delivery.
-The shipping address is incorrect or incomplete.
-The package was rejected during customs clearance.
4. The item is lost in transit.
I DID NOT RECEIVE MY ORDER, WHY IS THE TRACKING STATUS SHOWING AS DELIVERED?
Possible reasons include:
- The delivery address that you gave us is incorrect.
- Someone else has signed for the parcel.
- The parcel has arrived at your local post office and will be delivered in 1-2 business days.
- The parcel has been delivered and left in your mailbox.
If the shipping address is correct, we recommend you check your Mailbox and look around your property to be sure it has not been left outside. If you can not find the package, please contact us.