Shipping policy

All orders are processed within 1–3 business days (excluding weekends and holidays). Once your order is processed, it will be fulfilled by our partners.

We work with fulfillment centers in Europe and China to offer the best availability and pricing. Orders shipped from Europe typically arrive within 5–10 business days. International orders, including those shipped from China, usually arrive within 10–15 business days. Please note that delivery times are estimates and may vary depending on demand, customs processing, and your location.

We offer free standard shipping on all orders. Shipping costs (if any) will always be displayed at checkout before completing your purchase.

Once your order has been shipped, you will receive a tracking number via email. Please allow 2–5 days for tracking information to update.

If your order contains multiple items, they may be shipped separately from different warehouses, meaning items may arrive at different times.

Customs, Duties & VAT For orders shipped within the EU, VAT is included in the price at checkout — no additional charges upon delivery. For orders shipped from outside the EU (including from China): orders valued under €150 are subject to EU import VAT, which is collected at checkout. Orders valued at €150 or above may be subject to customs duties upon arrival, which are the responsibility of the customer. Delivery times for international shipments may be affected by customs processing. If you are unsure whether duties apply to your order, we recommend checking with your local customs authority before placing your order.

While we aim to deliver your order within the estimated timeframe, delays may occur due to high demand, shipping carrier issues, or customs processing. We appreciate your patience and understanding.

Please ensure that your shipping address is correct at checkout. We are not responsible for orders shipped to incorrectly provided addresses.

If your order is lost or arrives damaged, please contact us within 7 days of delivery at office.motivepet@gmail.com, and we will work quickly to resolve the issue.

For any questions regarding your order or shipping, feel free to contact us at office.motivepet@gmail.com