FAQ

Shipping Policy

Last Updated: October 16, 2026

At Lima Pets, we are committed to providing a convenient, transparent, and reliable shopping experience for pet lovers around the world.

As a U.S.-based LLC serving customers in the United States, Europe, Asia, and Brazil, we work with designated warehouses and fulfillment partners to deliver products efficiently to our customers.

Please review this policy for information about order processing, shipping destinations, estimated delivery times, tracking, customs, taxes, returns, and delivery-related issues.

1. Order Processing

Orders are processed after payment has been successfully confirmed.

Our estimated order processing time is 1–3 business days, excluding weekends and applicable public holidays.

Processing time is separate from shipping and delivery time. During holidays, promotional periods, or unexpected operational disruptions, processing may take longer.

Once your order has been dispatched, shipping confirmation and tracking information will be sent to the email address provided at checkout when available.

Please ensure that your shipping address and contact information are accurate and complete before placing your order.

2. Regional Warehouses and Shipping Destinations

Lima Pets uses designated warehouses based on the destination market and product availability.

Our fulfillment structure is organized as follows:

  • United States: Products stocked in U.S. warehouses are shipped to eligible destinations within the United States.

  • Europe: Products stocked in designated European warehouses are shipped to eligible European destinations.

  • Asia: Products assigned to our Asian market are dispatched from designated warehouses in China to eligible destinations in Asia.

Products are assigned to the appropriate fulfillment location according to inventory availability and the destination address.

Products are not automatically transferred between these regional markets. Shipping availability depends on the product, designated warehouse, destination, and applicable restrictions.

If a product is unavailable for delivery to your address, we will notify you when reasonably possible and explain the available options.

3. Estimated Delivery Times

Our current estimated delivery times are:

Destination Fulfillment Location Estimated Delivery
United States United States 3–8 business days
Europe European warehouse 5–15 business days
Asia China 5–15 business days

These estimates begin after your order has been processed and dispatched. Order processing generally takes an additional 1–3 business days after payment confirmation.

Delivery times are estimates, not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier, warehouse operations, holidays, customs procedures where applicable, and other circumstances.

The delivery estimate displayed at checkout or specifically communicated for your order will apply where different.

Business days generally exclude Saturdays, Sundays, and applicable public holidays.

4. Shipping to the United States

Orders destined for eligible U.S. addresses are fulfilled from designated warehouses within the United States.

Estimated delivery: 3–8 business days after dispatch.

Delivery times may vary depending on the destination, carrier operations, weather conditions, holidays, and local delivery services.

Applicable sales taxes and other charges will be handled according to the checkout terms and relevant laws.

If your order exceeds the applicable estimated delivery window, please contact our customer support team with your order number.

Lima Pets will comply with applicable U.S. requirements concerning shipping representations, delays, cancellations, and refunds.

5. Shipping to Europe

Orders destined for eligible European addresses are fulfilled from designated European warehouses.

Estimated delivery: 5–15 business days after dispatch.

Delivery times may vary depending on the destination country, warehouse location, carrier, and local delivery network.

Tax and customs treatment depends on the destination and the status of the goods.

For eligible shipments of goods already in free circulation within the European Union, customs import formalities generally do not apply to movement between EU member states. Other tax obligations may still apply.

Shipments to destinations outside the EU, including the United Kingdom, may be subject to different import procedures, duties, and taxes.

Consumers in the European Union retain their mandatory statutory rights, including the applicable 14-day withdrawal period for eligible online purchases, as explained in Section 17.

6. Shipping to Asia

Orders destined for eligible Asian countries and territories are dispatched from designated warehouses in China.

Estimated delivery: 5–15 business days after dispatch.

Because these shipments may cross international borders, delivery times may vary depending on the destination country, transportation route, customs clearance, and local delivery services.

Import duties, taxes, customs clearance charges, and other government-imposed fees may apply depending on the destination and shipping arrangement.

Where applicable charges are not included in the checkout total, customers may be required to pay them before delivery, subject to applicable law and the terms of purchase.

Shipping availability may vary by country, product, and carrier restrictions.

7. Orders Containing Multiple Products

Orders containing multiple products may be shipped in separate packages.

This may happen when products are fulfilled from different warehouses or processed separately by our logistics partners.

Items purchased in the same order may therefore arrive on different dates and may have separate tracking numbers.

Receiving one package before another does not necessarily indicate a problem with your order.

Each shipment will continue through the delivery process independently.

Lima Pets will not charge additional shipping fees solely because an order is split into multiple packages for logistical reasons.

8. Shipping Costs and Additional Charges

Applicable shipping costs, if any, will be displayed at checkout before you complete your purchase.

Shipping charges may vary depending on the product, destination, order value, and available shipping method.

Additional charges may apply in certain circumstances, such as a customer-requested reshipment or address correction. Any additional charge imposed by Lima Pets will be communicated where appropriate and handled in accordance with applicable law.

Customs duties, import taxes, and carrier clearance fees, where applicable, are separate from shipping charges unless expressly included in the checkout total.

9. Shipment Tracking

When tracking information is available, it will be sent to the email address provided at checkout.

Tracking updates may take several business days to appear after dispatch, depending on the carrier and shipping route.

Some shipments may show limited tracking updates while moving between facilities or undergoing customs clearance.

If your tracking information has not updated for an extended period, please contact our customer support team with your order number.

We will review the available information and help you determine the appropriate next steps.

10. Shipping Delays

Although we make reasonable efforts to meet our estimated delivery windows, delays may occur due to:

  • Severe weather or natural disasters.

  • Public holidays and seasonal shipping peaks.

  • Carrier delays or transportation disruptions.

  • Customs inspections and clearance procedures, where applicable.

  • Incorrect or incomplete shipping information.

  • Unexpected warehouse or fulfillment delays.

  • Government restrictions or other circumstances beyond our reasonable control.

If your order exceeds the applicable estimated delivery window, please contact us.

Where required by applicable law, Lima Pets will provide appropriate delay notifications, revised delivery information, cancellation options, or refunds.

For U.S. orders, we will follow applicable requirements concerning delayed shipments, including obtaining the customer's consent to qualifying delays or providing a refund when required.

11. Incorrect or Incomplete Shipping Information

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

Please verify the recipient's name, street address, apartment or unit number, postal code, city, state or region, and other required delivery details.

If you discover an error, contact us as soon as possible.

We will make reasonable efforts to correct the address before dispatch, but changes cannot be guaranteed once an order has entered fulfillment or has been handed over to the carrier.

If an order cannot be delivered because of incorrect or incomplete information provided by the customer, the carrier may return the package or request additional information.

Additional reshipping costs may apply where permitted by applicable law and communicated in advance.

Nothing in this section limits mandatory consumer rights.

12. Delivered but Not Received

If your tracking information indicates that your package has been delivered but you cannot locate it, we recommend that you:

  1. Check your mailbox, front door, porch, garage, or designated delivery location.

  2. Ask household members, neighbors, or building management whether they accepted the package.

  3. Review the carrier's tracking details for additional delivery information.

  4. Contact the carrier if further information is needed.

  5. Contact Lima Pets if the package remains missing.

Please provide your order number and tracking details so we can review the situation.

A carrier's delivery confirmation does not automatically eliminate any rights or remedies available to customers under applicable law.

13. Lost, Damaged, or Missing Packages

If your order appears to be lost in transit, arrives damaged, or contains missing items, please contact Lima Pets as soon as reasonably possible.

Please include the following information where available:

  • Your order number.

  • A description of the problem.

  • The tracking number.

  • Clear photographs or videos of damaged products or packaging, when relevant.

We will review the available information and work with our fulfillment partners or the carrier to investigate.

Depending on the circumstances and applicable law, the appropriate resolution may include a replacement, reshipment, refund, or another remedy.

Nothing in this policy excludes responsibilities or remedies that cannot legally be excluded.

14. Customs, Import Duties, and Taxes

International shipments may be subject to customs inspections, import duties, taxes, documentation requirements, or other government-imposed charges.

These requirements depend on the destination country, the nature and value of the goods, the shipping arrangement, and local regulations.

Where applicable charges are not collected at checkout, customers may be required to pay them before delivery, subject to applicable law and the terms of purchase.

Lima Pets cannot control customs decisions or processing times but will provide reasonable assistance when information from the seller or fulfillment provider is needed.

For products fulfilled domestically within the United States or Brazil, or through eligible European shipping arrangements, applicable tax and customs treatment depends on the specific transaction.

If an order cannot be delivered because of an import restriction or regulatory issue, we will review the circumstances and determine the appropriate next steps in accordance with applicable law.

15. Address Changes and Order Cancellations

If you need to change your shipping address or request cancellation, contact us as soon as possible after placing your order.

We will make reasonable efforts to accommodate your request before dispatch, but changes and cancellations cannot be guaranteed once fulfillment has begun or the order has shipped.

Any mandatory cancellation, withdrawal, return, or refund rights under applicable law remain unaffected.

16. Returns and Refunds

Lima Pets provides a standard 7-day return-request period where applicable. However, the period and conditions depend on the destination and the consumer protection laws governing the purchase.

United States

Customers may request a return within 7 days of delivery under our standard return policy, subject to the applicable policy conditions.

This voluntary return policy does not limit any rights or remedies required by applicable law.

European Union

Consumers purchasing eligible products online have a statutory right to withdraw from the purchase within 14 days of receiving the goods, without needing to provide a reason, subject to applicable legal exceptions.

For orders containing multiple goods delivered separately, the withdrawal period generally begins when the consumer receives the last good.

Customers must notify Lima Pets of their decision to withdraw within the applicable period. Return shipping costs may be the customer's responsibility where permitted by law and where the required information was provided before purchase.

Products that are defective, damaged, or not as described are subject to separate statutory remedies, including applicable legal guarantees.

The 14-day withdrawal right applies to eligible EU consumer purchases and is not replaced by our standard 7-day return policy.

Asia

Customers may request a return within 7 days of delivery under our standard return policy, subject to the applicable policy conditions and mandatory local consumer protection laws.

Additional or different statutory rights may apply depending on the destination country.

Mandatory consumer rights concerning defective, damaged, or incorrectly supplied products remain unaffected.

How to Request a Return

To initiate a return:

  1. Contact our customer support team.

  2. Provide your order number and the reason for your request.

  3. Include photographs or other relevant information when necessary.

  4. Wait for our instructions before sending the product back.

Return eligibility, product condition requirements, return shipping costs, and available remedies depend on the circumstances, our applicable policy, and the law governing the purchase.

Please refer to our Return & Refund Policy for additional information.

17. Shipping Restrictions

Shipping availability depends on the product, designated fulfillment location, destination, carrier, and applicable laws and regulations.

Certain products may not be available for delivery to every country or territory.

We may decline or cancel an order when shipment is prohibited, unavailable, or cannot reasonably be completed in compliance with applicable requirements.

If an order has been paid for but cannot be fulfilled, any applicable refund will be handled in accordance with the law and the terms of purchase.

18. Delivery Estimates and Consumer Rights

All delivery estimates are provided in good faith to help customers plan their purchases.

These estimates do not override any delivery date expressly agreed upon at checkout or any mandatory consumer rights under applicable law.

U.S. online orders are subject to applicable Federal Trade Commission requirements concerning shipping representations and delays. Consumers in the European Union have statutory delivery and withdrawal rights. Brazilian consumers have applicable protections under Brazilian consumer law.

Lima Pets will comply with the applicable legal requirements in the markets it serves.

19. Contact Us

If you have questions about shipping, tracking, delivery delays, returns, or an existing order, please contact us:

Lima Pets

Website: https://www.limapets.shop

Customer Support Email: contact@limapets.shop

When contacting us about an order, please include your order number and the email address used at checkout so we can assist you more efficiently.

Thank You for Choosing Lima Pets

We appreciate your trust in Lima Pets and are committed to making shopping for your pets as convenient and reliable as possible.

Wherever you and your pets are, we look forward to serving you.

Lima Pets — Happiness for Every Paw.