Shipping Policy

Last updated: August 13, 2026

At Petlyio, we make every effort to ensure that your orders are processed and shipped under the best possible conditions.

We currently deliver to Canada, the United States, and certain European countries.

The delivery times indicated below are estimates based on typical delivery times observed with our logistics partners.

1. Order Processing

After your order is confirmed and payment is validated, a preparation period of 24 to 48 business hours is generally required before shipping.

This period corresponds to the processing, preparation, and handover of your order to the logistics partner.

Orders placed on weekends, public holidays, or during peak periods may begin processing on the next business day.

The delivery time begins from the actual shipment of the order and not from the date the order was placed.

2. Estimated Delivery Times

Once the order has been shipped, the generally observed delivery times are:

Canada: 8 to 12 business days
United States: 8 to 12 business days
Europe: 7 to 12 business days

These times are in addition to the 24 to 48 business hours processing time.

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

3. Nature of Indicated Times

The times displayed by Petlyio are delivery estimates based on information available at the time of order and the usual performance of our logistics partners.

They may vary depending on circumstances beyond the normal processing of the order, including:

destination;
transport network activity;
periods of high demand;
public holidays;
weather conditions;
customs controls;
import procedures;
local restrictions;
transport network disruptions;
or any other event reasonably beyond our control.

Petlyio therefore cannot guarantee a specific delivery date unless such a guarantee is expressly indicated during the order process.

However, mandatory rights granted to consumers by applicable legislation remain fully applicable.

4. Logistics Partners

Petlyio works with independent service providers, fulfillment centers, and carriers to ensure order preparation and delivery.

Once the order is handed over to the logistics network, its delivery may depend on several successive parties.

Petlyio remains your point of contact for any difficulties related to your order and will collaborate, when necessary, with its partners to obtain available information regarding its delivery.

5. Tracking Information

When tracking is available, a tracking number or link may be provided to you after shipment.

Tracking information is transmitted by the carrier and may require some time to appear or be updated.

A temporary lack of tracking updates does not necessarily mean that the package is lost or its delivery has stopped.

We recommend allowing up to 48 business hours after shipment for the first tracking information to appear.

6. Delays

An occasional delay may occur during transit without the order being considered lost.

If your order exceeds the estimated delivery time, we invite you to check its tracking before contacting our customer service.

When the delay becomes unusual, Petlyio may perform the necessary checks with the logistics partner to determine the shipment status.

Depending on the circumstances and in accordance with applicable legislation, we may inform you of an additional delay, initiate an investigation with the carrier, or propose an appropriate solution.

7. Delivery Address

The customer is responsible for providing a complete, accurate, and accessible delivery address when placing the order.

We recommend carefully checking:

the recipient's name;
the street number and name;
the apartment or unit number;
the city;
the province, state, or region;
the postal code;
the country;
as well as any additional information necessary for delivery.

If you notice an error after placing your order, please contact us promptly at contact@petlyio.com.

We will do our best to transmit the change before shipment, but we cannot guarantee that an address can be changed once preparation or delivery has already begun.

8. Incorrect or Incomplete Address

When a delivery fails due to an incorrect, incomplete, inaccessible address, or incorrectly provided information during the order, additional reshipment fees may apply where permitted by law.

If the package is returned to us, our team will review the situation to determine available options.

9. Package Indicated as Delivered

When the carrier's tracking indicates that the package has been delivered, we recommend checking:

the mailbox;
the entrance or surroundings of the residence;
other occupants of the dwelling;
neighbors;
the reception, concierge, or building's parcel service;
as well as any drop-off area typically used by carriers.

If the package remains unfound, contact us at contact@petlyio.com with your order number.

We can then review the available information and, where appropriate, conduct a verification with the logistics partner.

The "delivered" status communicated by the carrier is an element considered when reviewing the request, without prejudice to the mandatory rights applicable to the consumer.

10. Lost or Undeliverable Packages

When a package appears lost or cannot be delivered, Petlyio may request the opening of an investigation with the logistics partner.

Investigation times may vary depending on the carrier, destination, and circumstances.

A solution will be determined after reviewing the available information and in accordance with applicable legal obligations.

11. Customs and International Shipments

International orders may be subject to customs procedures or import controls in the destination country.

These procedures may extend the delivery time and are independent of Petlyio's preparation time.

When taxes, customs duties, or other import fees are applicable, their responsibility depends on the terms presented during the order and the legislation of the destination country.

Petlyio has no control over administrative delays imposed by customs authorities.

12. Modification or Cancellation of an Order

We invite you to carefully check your order before confirming it.

Once an order has entered preparation or has been transmitted to our logistics partner, it may no longer be possible to modify:

the address;
the product;
the quantity;
the variant;
or certain other shipping-related information.

Any modification request will nevertheless be examined insofar as order processing allows and subject to the rights provided by applicable legislation.

13. Peak Periods and Exceptional Circumstances

During certain periods, particularly holidays, promotional operations, or events generating an exceptional volume of orders, processing or delivery may take longer.

Exceptional events such as severe weather, strikes, transport disruptions, government restrictions, natural disasters, or other external circumstances can also affect delivery times.

In these situations, Petlyio will implement reasonably available measures to monitor the affected orders.

14. Service Areas

Petlyio currently ships to:

Canada;
the United States;
and certain countries in Europe.

The possibility of delivery to a specific destination is confirmed during checkout.

If a destination is not available during payment, Petlyio currently does not offer delivery to it.

15. Consumer Rights

This policy specifies Petlyio's usual shipping terms.

It is not intended to remove, reduce, or replace mandatory rights granted to consumers by applicable legislation in their country, state, province, or region.

Where applicable law grants the customer a specific right in case of significant delay, non-delivery, or transport-related problem, this right remains applicable.

16. Contact Us

For any questions regarding shipping or tracking your order:

Petlyio
Email: contact@petlyio.com
Website: petlyio.com

To facilitate the processing of your request, please include your order number in your message.