Shipping policy

Effective Date: 10 July 2026 Company: REHOBOTH AURA LTD (CHIENLUXE Pet Supplies) Support Email: MeghanMayo7306@proton.me

  1. Shipping Coverage Area We provide worldwide shipping service to over 200 countries and global regions, including the United Kingdom, all European Union member states, United States, Canada, Australia, New Zealand and most Asian countries. Local delivery restrictions for specific remote territories will be automatically displayed on the checkout page when you input your delivery address.
  2. Order Processing Time All pet supply orders require warehouse sorting, quality inspection and packaging processing before dispatch:
  • Standard Processing Time: 1–3 full UK business days (Monday to Friday, excluding UK national public holidays and weekends).
  • Peak Season Extension Notice: During holiday shopping peak periods (Christmas, Black Friday, pet holiday promotion events), order processing time may extend to 3–5 business days, and clear processing delay reminders will be posted on our website homepage in advance. Once warehouse processing is fully completed, your order parcel will be handed over to our contracted international logistics carrier, and an automated shipping tracking number notification email will be sent to your registered email address immediately after dispatch.
  1. Shipping Delivery Timeframes Delivery transit time is separated by shipping destination region, calculated starting from the day the parcel departs our fulfillment warehouse: 3.1 Domestic UK Shipping
  • Standard UK Shipping: 3–7 working days after dispatch;
  • Expedited UK Shipping (optional upgrade at checkout): 1–3 working days after dispatch. 3.2 European Union Countries Shipping Standard EU International Shipping: 7–14 working days after warehouse dispatch. 3.3 United States, Canada, Australia & New Zealand Standard Intercontinental Shipping: 10–20 working days after dispatch. 3.4 Other Global Remote Regions Standard Worldwide Shipping: 15–30 working days after warehouse dispatch. Important Note: All stated delivery transit times are estimated reference windows only, not guaranteed delivery deadlines. Transit delays may occur due to international customs clearance hold-ups, local postal service backlogs, regional severe weather disasters, national public holidays or logistics carrier operational disruptions, and we cannot provide full compensation for delivery delays caused by uncontrollable third-party logistics factors.
  1. Shipping Fee Calculation Rules All shipping charges are automatically calculated at the checkout page based on three core factors: total parcel weight of all pet products in your cart, selected delivery country/region and shipping speed tier (standard / expedited). Shipping cost estimates will be fully visible to customers before you complete payment, with no hidden undisclosed delivery fees added after checkout. Free Shipping Promotion: We periodically run limited-time free worldwide shipping promotional campaigns for orders meeting a minimum subtotal threshold, all promotion rule details will be clearly posted on our website homepage during active promotion periods.
  2. Customs Duty, Import Tax & Cross-Border Charges 5.1 Domestic UK Orders: All displayed product prices include standard UK VAT; no additional import tax or customs clearance fees apply to deliveries within the United Kingdom. 5.2 International Cross-Border Orders (Outside UK): All customs import duties, local country sales tax, customs clearance administration fees and any other cross-border regulatory charges levied by the destination country’s customs authority are the exclusive financial responsibility of the receiving customer. We do not cover, reimburse or offset any international customs-related fees incurred during parcel delivery. Customers are fully responsible for complying with all local national customs import regulations for pet supplies in their delivery country, including any product import licensing, material safety certification or customs declaration documentation requirements.
  3. Parcel Tracking & Lost/Damaged Shipment Policy 6.1 Real-Time Tracking: After order dispatch, a unique logistics tracking number and official carrier tracking link will be sent to your registered email. You may input your tracking number on our website’s "Track Order" page to view real-time parcel transit location and delivery status updates. 6.2 Lost Parcel Resolution Process If your tracking information shows the parcel has been marked as lost by the logistics carrier during transit, customers must submit a lost parcel support ticket to MeghanMayo7306@proton.me within 14 days after the final recorded tracking update, attaching your full order number and tracking number for investigation. After we complete formal loss claim verification with our logistics partner (investigation takes 7–10 business days), customers may select either a full 100% monetary refund of all order payments or a complimentary re-delivery of the identical pet product order at no additional shipping cost. 6.3 Damaged Parcel Upon Delivery If your parcel arrives with obvious exterior packaging damage or damaged pet products inside the package, you must retain all original damaged packaging materials and take clear photo evidence of the damaged box and defective products before signing for parcel receipt. Submit all photo evidence and your order number to our customer service email within 48 hours of receiving the damaged parcel, and we will arrange a free replacement product shipment or full order refund after damage evidence review. Claims for damaged goods submitted more than 48 hours after delivery will not be accepted for compensation processing.
  4. Undeliverable, Refused & Return-to-Sender Parcels If a parcel is marked undeliverable by the logistics carrier due to incorrect delivery address information submitted by the customer, repeated failed delivery attempts caused by the recipient being unavailable to sign for the parcel, or the customer actively refusing to accept the parcel upon delivery, the parcel will be returned to our fulfillment warehouse at the customer’s sole cost. All original shipping fees paid by the customer for the initial delivery are non-refundable in full for return-to-sender scenarios. After the returned parcel arrives back at our warehouse, customers may choose between two resolution options:
  • Option 1: Request full product refund (original shipping cost deducted from total refund amount);
  • Option 2: Pay a new re-delivery shipping fee to arrange a second parcel shipment to a corrected, accurate delivery address provided by the customer.
  1. Shipping Policy Revision Updates We reserve the right to update this Shipping Policy to reflect logistics carrier rate adjustments, international shipping service coverage changes or cross-border customs regulation updates. All revised policy versions will be published on our website footer with an updated effective date. Continued website shopping and order placement after policy revisions take effect represents your full acceptance of all updated shipping rules.