Shipping policy
Below is a professional, Shopify-friendly Shipping Policy for StoneGrovePets.com. Since your store uses suppliers that may ship directly to customers, this version is written to accommodate standard e-commerce and dropshipping fulfillment while setting realistic expectations. Clear shipping policies help reduce customer service inquiries and set expectations for processing times, delivery, tracking, delays, and damaged packages.
Shipping Policy
Last Updated: June 25, 2026
Thank you for shopping with StoneGrovePets.com. We are committed to delivering quality products for pets and pet lovers as quickly and efficiently as possible.
Order Processing
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Orders are typically processed within 1–3 business days after payment has been received.
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Orders are processed Monday through Friday, excluding major U.S. holidays.
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During peak seasons, promotions, or periods of unusually high order volume, processing times may be slightly longer.
You will receive an order confirmation immediately after placing your order and a shipping confirmation email with tracking information once your order has shipped.
Shipping Times
Estimated delivery times are:
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United States: 5–12 business days
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Canada: 7–18 business days
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International: 10–25 business days (where available)
Please note these are estimated delivery windows and are not guaranteed.
Shipping Costs
Shipping is free.
Multiple Shipments
Because we work with multiple fulfillment partners, your order may arrive in separate packages.
If you order multiple products, they may:
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Ship from different warehouses
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Arrive on different days
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Have separate tracking numbers
You will receive tracking information for each shipment.
Order Tracking
Once your order ships, you'll receive an email containing your tracking number(s).
Please allow 24–48 hours for tracking information to become active after receiving your shipping confirmation.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information.
If an incorrect address is entered:
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Contact us immediately.
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If the order has not yet shipped, we'll do our best to update it.
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Once an order has shipped, we may be unable to change the delivery address.
Orders returned due to an incorrect address may require additional shipping charges before being resent.
Shipping Delays
While we strive to meet all estimated delivery times, delays may occur due to:
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Severe weather
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Carrier disruptions
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Customs inspections
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High shipping volume
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Holidays
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Events outside our control
StoneGrovePets.com is not responsible for carrier delays once a shipment has been handed over to the shipping carrier.
Lost or Missing Packages
If your tracking information shows your package has been delivered but you have not received it, please:
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Check around your delivery location.
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Ask household members or neighbors.
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Contact your local shipping carrier.
If you still cannot locate your package, contact us within 7 days of the delivery date and we will work with the carrier to investigate.
Damaged Items
If your order arrives damaged:
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Contact us within 48 hours of delivery.
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Include your order number.
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Include clear photographs of:
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The damaged item
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The shipping box
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The shipping label
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We'll review the claim and work to provide an appropriate resolution, which may include a replacement or refund.
International Orders
International customers are responsible for any applicable:
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Customs duties
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Import taxes
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VAT
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Brokerage fees
These charges are determined by your country's customs authorities and are not included in our product or shipping prices.
Returns
For information regarding returns, exchanges, and refunds, please see our Return & Refund Policy.
Questions?
If you have any questions regarding your order or shipping, please contact our customer support team through the contact form on StoneGrovePets.com.
We appreciate your business and thank you for choosing StoneGrovePets.com. We look forward to serving you and your pets!