1. Delivery Area

1.1 KOVPET currently ships to most addresses within the United States. Available delivery areas will be confirmed at checkout. Certain remote locations, offshore islands, P.O. Boxes, military addresses (APO/FPO/DPO), or special delivery addresses may not be eligible for service.

1.2 If your shipping address falls outside our service area, or if we are unable to fulfill your order for delivery-related reasons, KOVPET will contact you using the information provided at checkout and assist with order cancellation and refund processing.

2. Order Processing & Delivery Time

2.1 Under normal circumstances, orders are processed and shipped within 5–7 business days after payment is confirmed. Processing times may be extended during weekends, public holidays, and promotional periods.

2.2 Standard delivery typically takes 7–15 business days. Actual delivery times may vary depending on the destination, carrier operations, weather conditions, holidays, peak shipping seasons, or other circumstances beyond KOVPET’s reasonable control.

2.3 Once your order has been shipped, we generally send the tracking number and online tracking link to the email address provided at checkout within 48 hours. Please note that tracking updates may take some time to appear after the carrier’s initial scan.

3. Shipping Fees, Taxes & Charges

3.1 Shipping fees are calculated and displayed automatically at checkout based on factors such as order value, delivery address, package weight, and selected shipping method. Eligible orders may qualify for free shipping; please refer to the latest information on the KOVPET website or checkout page.

3.2 Where applicable, state sales tax, local tax, or other legally required charges may be collected based on applicable laws and the amount displayed at checkout.

3.3 Any additional charges resulting from an incorrect address, special delivery request, re-delivery, or other circumstances outside KOVPET’s control may be the responsibility of the recipient.

4. Parcel Tracking & Issue Resolution

4.1 If you have not received your package after the estimated delivery period, please check the latest status using your tracking number first. If you need further assistance, please contact KOVPET customer service by email and include your order number and relevant details.

4.2 If you notice visible packaging damage, missing items, damaged products, or any other issue upon delivery, please retain the package, product, and all original packaging materials. Take clear photos or videos as evidence and contact us within 48 hours of delivery so that we can assist with verification and resolution.

4.3 If a package is undeliverable, returned, lost, or incurs additional charges because the customer provided inaccurate or incomplete recipient details—including name, address, ZIP code, phone number, or other delivery information—the customer may be responsible for the resulting loss or additional costs.

4.4 If the tracking status shows that your package has been delivered but you cannot locate it, please first check your delivery address, front door, mailroom, reception area, neighbors, or property management office. If the package is still missing, please contact the carrier and KOVPET customer service as soon as possible. We will make reasonable efforts to assist with a delivery inquiry.

5. Other Terms

5.1 KOVPET reserves the right to update its delivery area, shipping methods, shipping fees, and estimated delivery times as needed. The latest policy published on the official KOVPET website shall prevail.

5.2 Please retain your order confirmation email, tracking number, delivery records, package photos, and communication records with customer service for after-sales support, delivery inquiries, or claims.