Politique d’expédition

At Pet Soul Match, every order is prepared with care. Some of our products are ready to ship, while personalized and made-to-order pieces require additional production time before dispatch.

1. Order Processing

Non-personalized orders are generally prepared for shipment within 1–3 business days, unless otherwise stated on the product page.

Personalized and made-to-order products generally require approximately 7–9 business days for production and quality inspection before shipment.

Production time and shipping time are separate.

Orders containing both ready-to-ship and personalized items may be shipped together after all items are ready, unless otherwise stated or arranged.

2. Shipping Destinations

Pet Soul Match ships to selected international destinations.

Available shipping destinations and shipping options may vary depending on the product, destination country, carrier availability, customs restrictions, and other logistical factors.

If we are unable to ship an order to your destination, we will contact you and provide an appropriate solution.

3. Estimated Delivery Times

Estimated delivery times are provided as a general guide only and begin after your order has been dispatched.

Actual delivery times may vary depending on destination, shipping method, customs clearance, carrier delays, weather conditions, peak seasons, local delivery networks, or other circumstances outside our reasonable control.

Delivery estimates shown at checkout or on product pages are not guaranteed arrival dates.

4. Tracking Information

Where tracking is available, tracking information will be sent after your order has been dispatched.

Please allow some time for tracking information to become active after shipment.

In some destinations, tracking updates may be limited after the package enters the local postal or delivery network.

5. Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your address, please contact us as soon as possible at hello@petsoulmatch.com.

We will do our best to assist before shipment, but once an order has been dispatched, address changes or rerouting may not be possible.

Additional shipping charges may apply if an order must be resent because of an incorrect or incomplete address provided by the customer.

6. Customs, Duties & Import Taxes

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or shipping carrier.

Unless these charges are specifically collected at checkout, they are generally the responsibility of the customer.

Customs policies and fees vary by destination and may change without notice.

Pet Soul Match does not control customs processing times or charges imposed by local authorities.

7. Customs Delays

International shipments may occasionally be delayed by customs inspections or clearance procedures.

These delays are outside our reasonable control and may extend the estimated delivery time.

If additional information is requested by customs or the carrier, customers may be required to cooperate with local authorities or the delivery provider to complete clearance.

8. Delayed Packages

If your package appears delayed, please first review the tracking information and allow additional time for carrier or customs updates.

If there has been no meaningful tracking update for an extended period, please contact us at hello@petsoulmatch.com and we will assist with reviewing the shipment.

Carrier delays do not automatically mean that a package is lost.

9. Lost Packages

If tracking indicates that a package may be lost in transit, please contact us so we can review the shipment with the carrier.

Where a shipment is confirmed lost, we may offer an appropriate resolution depending on the circumstances, such as a replacement or refund.

10. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

If the package still cannot be located, please contact us and we will do our best to assist.

A carrier’s confirmed delivery scan may be considered when reviewing delivery claims, subject to applicable consumer law.

11. Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned because required customs charges were not paid, additional shipping or handling costs may apply.

Any refund eligibility will be reviewed after the package is returned to us or our fulfillment partner and may be reduced by non-refundable shipping, customs, carrier, or return costs where permitted by law.

12. Split Shipments

In some cases, items in the same order may be shipped separately due to product availability, personalization requirements, fulfillment location, or logistical reasons.

If your order is split into multiple shipments, you may receive more than one tracking number.

13. Third-Party Fulfillment & Carriers

Pet Soul Match may work with third-party production partners, fulfillment providers, postal services, and shipping carriers to prepare and deliver orders.

As a result, packages may ship from different fulfillment locations depending on the product and destination.

We remain available to assist you if an issue arises with your shipment.

14. Shipping Damage

If your order arrives damaged during transit, please contact us as soon as possible, preferably within 7 days of delivery.

Please include:

We will review the issue and provide an appropriate solution in accordance with our Return & Refund Policy.

15. Changes to Shipping Information

Shipping methods, destinations, estimated delivery times, and carrier availability may change from time to time due to operational, carrier, customs, or regulatory changes.

The shipping information displayed at checkout at the time of purchase will apply to your order.

16. Contact Us

For shipping questions, please contact:

Pet Soul Match

Email: hello@petsoulmatch.com

Website: petsoulmatch.com