Shipping Policy

Last Updated: July 21, 2026
At Surprise Pawty, we want every order to arrive safely and with clear expectations from the moment you complete your purchase. This Shipping Policy outlines how orders are prepared, dispatched, tracked, and delivered.
How We Fulfill Orders
Surprise Pawty offers practical products selected for pets and the people who care for them.
Depending on product availability and the customer’s delivery location, orders may be dispatched from one of our fulfillment facilities or from an approved distribution partner.
This fulfillment model helps us:
Offer a wider selection of pet-related products
Maintain reasonable product pricing
Avoid unnecessary storage and excess inventory
Ship orders from the most suitable available location
Some orders containing multiple products may arrive in separate packages.

1. Order Preparation
   Orders are normally prepared within 2–4 business days after payment has been successfully confirmed.
   During holidays, promotional events, or other periods of unusually high demand, preparation may require up to 5 business days.
   Business days do not include weekends or public holidays.
   Orders may go through payment verification, product inspection, and packaging review before dispatch.

2. Shipping Cost
   A standard shipping charge of $5.99 applies to each order unless a different shipping promotion is shown at checkout.
   The final shipping fee will be displayed before payment is completed.

3. Expected Delivery Time
   Estimated transit times begin after the order has been shipped and do not include the processing period.
   United States: approximately 10–15 business days
   Canada, United Kingdom, and Australia: approximately 11–16 business days
   Other international destinations: approximately 15–20 business days
   These timeframes are estimates only. Actual delivery may be affected by the destination, carrier capacity, weather conditions, customs inspections, local holidays, or incorrect delivery information.
   Surprise Pawty cannot guarantee arrival on a specific date unless an express delivery service with a guaranteed date is explicitly offered at checkout.

4. Tracking Your Shipment
   After your package has been handed to the carrier, a shipment confirmation email will be sent to the email address used during checkout.
   The email will normally include a tracking number or tracking link.
   Please allow 1–3 business days for the carrier’s tracking system to display the first movement or scan.
   A temporary lack of tracking updates does not necessarily mean the shipment has stopped moving.

5. International Duties and Import Charges
   International shipments may be delivered under Delivered Duty Unpaid terms.
   Customers are responsible for any customs duties, import taxes, handling charges, brokerage fees, or other government-related costs required by the destination country.
   These charges are not included in the product price or standard shipping fee unless specifically stated at checkout.
   Surprise Pawty does not control customs decisions and cannot predict whether additional charges will be applied.
   Delays caused by customs processing are outside our control.

6. Address Accuracy
   Customers are responsible for providing a complete and correct delivery address at checkout.
   Please review the following details carefully:
   Recipient name
   Street address
   Apartment, unit, or suite number
   City, state, and postal code
   Phone number
   If an order is returned because the address was incomplete, incorrect, or refused, additional shipping charges may apply before the order can be sent again.
   Surprise Pawty is not responsible for packages delivered to an address entered incorrectly by the customer.

7. Changes and Cancellations
   If you need to update your delivery address or request an order cancellation, contact us within 12 hours of placing the order.
   Email: service@xyuanaus5.com
   Phone: +1 (626) 219-2889
   We will make a reasonable effort to complete the requested change, but we cannot guarantee modifications once fulfillment has begun.
   After an order has been packed, transferred to a warehouse, or released to the carrier, it may no longer be changed or cancelled.

8. Split Shipments
   Products from the same order may be stored at different fulfillment locations.
   As a result, you may receive:
   More than one tracking number
   Multiple packages on different days
   Separate carrier notifications
   You will not be charged an additional standard shipping fee solely because an order is divided into separate packages.

9. Damaged Deliveries
   Please inspect your package shortly after it arrives.
   If a product is damaged during shipping, contact us within 72 hours of delivery and provide:
   Your order number
   A clear photo of the damaged product
   A photo of the outer packaging
   A brief explanation of the issue
   After reviewing the information, we may arrange a replacement or another appropriate resolution at no additional product cost.
   Damage reported after the 72-hour period may be more difficult to verify with the shipping carrier.

10. Packages Lost in Transit
    If tracking shows that a shipment has not arrived within a reasonable period, please contact our customer service team.
    We may ask the shipping carrier to investigate the package location.
    A shipment will only be considered lost after the carrier has completed its investigation or formally confirmed that the package cannot be located.
    When a package is officially confirmed as lost in transit, Surprise Pawty may issue a replacement at no additional shipping cost.
    Packages marked as delivered by the carrier are not automatically considered lost.

11. Delivered but Not Received
    If tracking shows “delivered” but you cannot locate the package, please:
    Check around the delivery location
    Ask household members, neighbors, or building staff
    Review any delivery photo or carrier notice
    Contact the local carrier office
    Allow up to 48 hours, as some carriers mark packages as delivered shortly before the final handoff
    If the package remains missing, contact us so we can help review the situation.
    Surprise Pawty is not responsible for theft or loss occurring after a package has been correctly delivered to the address provided by the customer.

12. Delivery Delays
    Unexpected delays may occur due to:
    Severe weather
    Transportation disruptions
    Customs inspections
    Peak holiday volume
    Carrier staffing or capacity issues
    Local delivery restrictions
    Natural disasters or events beyond reasonable control
    We will assist where possible, but Surprise Pawty is not liable for delays caused by circumstances outside our direct control.

13. Contact Information
    For questions about shipping, tracking, address updates, or delivery issues, contact:
    Surprise Pawty
    300 W Valley Blvd Ste 61
    Alhambra, CA 91803
    United States
    Phone: +1 (626) 219-2889
    Email: service@xyuanaus5.com
    When contacting us about an existing order, please include your order number and the email address used during checkout.