Shipping Policy

Shipping Policy

Last Updated: July 25, 2025

Thanks for choosing to shop with us. This policy walks you through how your order is shipped and what to expect along the way. Our aim is to keep the whole process clear and dependable.

1. Processing Your Order

Every order is prepared and sent out from our warehouses within 3 business days of being placed. During this window we verify the order, run quality checks, pack your items, and hand them over to the assigned carrier.

A quick note: orders placed on a Saturday, Sunday, or public holiday begin processing on the next business day.

2. Delivery Times & Costs

After an order leaves our warehouse, here's what to expect:

  • Estimated shipping time: 10–20 business days.
  • Shipping cost: a flat worldwide fee of $5.99 USD on every order.
  • Total estimated delivery: processing plus shipping combined works out to roughly 13–23 business days.

3. Possible Delays

Please keep in mind that every timeframe above is an estimate rather than a promise. We can't be held responsible for delays that fall outside our control, such as:

  • Customs inspections and clearance.
  • Carrier disruptions or transport slowdowns.

We're grateful for your patience whenever these situations come up.

4. Tracking Your Order

Once your order ships, you'll get a confirmation email with a tracking number inside. You can follow your package's status with that number at:
www.17track.net

Do give the carrier a few business days after that email arrives before expecting the tracking details to update.

5. Split Shipments

Orders with more than one item may go out as separate packages from different fulfillment centers. Splitting them this way keeps processing efficient and often gets everything to you faster. You'll receive a separate shipping confirmation email—each with its own tracking number—for every package sent.

6. Changing an Order

Any request to adjust your order details (shipping info, size, color, quantity, and so on) is highly time-sensitive. Changes have to reach us before the order is processed for shipment, so we suggest getting in touch as soon as possible—ideally within 12 hours of ordering.

When you email our support team, please include:

  • Your Order Number (e.g., 071SHOP-123331) and Order Email.
  • A clear explanation of what you'd like changed.

We'll try our best to help, but once an order enters fulfillment we can't guarantee any changes will still be possible.

7. When Delivery Doesn't Succeed

If a delivery attempt fails, the carrier will usually keep your package at a nearby facility. We recommend reaching out to your local delivery provider first, tracking number in hand, to set up a re-delivery or pickup. We aren't liable for packages that come back to us because the address given was wrong or because the package wasn't collected in time.

8. Checking on Your Shipment

It's perfectly normal for tracking to go quiet at points during transit. As a rule of thumb, if there's been any tracking activity in the past 7 days, your package is still moving through the carrier network. If nothing has updated for more than seven days straight, get in touch with our support team and we'll look into it.

9. Lost or Stolen Packages

If you suspect your package has gone missing in transit after that 7-day stretch with no updates, let us know. We'll open an investigation with the carrier, and if they confirm the package is lost, we'll send your order again at no extra charge.

Please note: our liability doesn't cover packages the carrier's system marks as "Delivered." Once a delivery to your provided address is confirmed, we can't take responsibility for packages that are then lost or stolen.

10. Where We Ship From & To

  • Destinations: We ship worldwide. On the rare occasion our logistics partners can't reach a particular country, we'll let you know straight away so we can work out an alternative.
  • Origin: To support a wide product range, items ship from our fulfillment centers in the United States, Canada, Australia, and the EU, as well as directly from our manufacturing partners.

11. Terms You Agree To

A few final points worth flagging. Placing an order means you accept the following:

  • Shipping times: All timeframes are estimates, not guarantees. We aren't responsible for delays tied to customs, carriers, or anything else beyond our control.
  • Customs, duties, and taxes: Any customs fees, import duties, taxes, or similar charges applied by your country's authorities are the buyer's responsibility. They aren't built into the item price or the shipping fee.
  • Address accuracy: Providing a complete, correct shipping address is your responsibility. We aren't liable for packages lost or returned because of an incorrect address.
  • Delivered packages: Our responsibility ends the moment tracking shows a successful delivery. Anything lost or stolen after that point isn't something we can cover.

For any questions, reach our support team at support@atlaepetgear.com. To help us assist you quickly, please include your order number (e.g., 031SHOP-1938) and the email you used to place the order.