Shipping & Delivery

Puainta Shipping Policy

Last Updated: January 13, 2026

This Shipping Policy explains order processing, delivery timelines, tracking methods, and how we handle shipment exceptions. We strive to deliver your order accurately and on time.

1. Key Points Overview

· Orders are typically processed and shipped within 1-3 business days (excluding weekends and public holidays).

· Important notice: orders placed after 1:00 PM (our local time) may ship on the next business day, and estimated delivery may extend by about one additional day.

· Once an order has entered fulfillment or has shipped, it generally cannot be canceled or have the shipping address modified.

· For shipment exceptions (damage, loss, or misdelivery), please contact us within 7 days of receipt or the date tracking shows "delivered" so we can coordinate with the carrier promptly.

2. Order Cancellation and Modification

2.1 Before Shipment

If you need to cancel or modify your order (including shipping address, quantity, or product selection), please contact service@puainta.com as soon as possible. We will make reasonable efforts to assist; however, due to fast order processing, changes cannot be guaranteed.

2.2 After Shipment

If an order has already shipped or entered fulfillment, it generally cannot be canceled or modified. You may request a return or refund after receipt in accordance with our Return and Refund Policy.

3. Order Processing Time

Orders are typically processed and shipped within 1-3 business days. During promotions, holidays, or new product launches, processing times may be extended.

4. Estimated Delivery Time and Shipping Fees

Delivery times may vary depending on destination, inventory availability, and carrier conditions. Estimated delivery does not include delays caused by customs clearance or inspections (where applicable). Actual shipping fees and estimated delivery dates are shown at checkout and will govern.

5. Order Tracking

Once your order has shipped, we will send a notification email containing the tracking number. You may also check status on our Order Tracking page. If you are unable to track your order, please contact service@puainta.com.

6. Unclaimed, Delayed, Lost, or Misdelivered Packages

6.1 Unclaimed or Returned Due to Address Issues

If a package is returned due to failed delivery, incomplete/incorrect address information, or refusal to accept delivery, we will contact you to confirm a reshipment or refund option. Reshipment may require additional shipping fees. If a refund is requested, actual shipping and handling costs incurred (if any) may be deducted.

6.2 Marked as Delivered but Not Received

If tracking shows the package as delivered but you have not received it, please contact us within 7 days. We will assist in initiating an investigation with the carrier. Until the investigation is completed, immediate reshipment or refund may not be possible. If the carrier confirms the package is lost, we will arrange a replacement or refund.

6.3 Delays

Delays may occur due to weather, holiday peak periods, customs inspections, or carrier issues. We will make reasonable efforts to assist with inquiries and follow-up.

7. Damaged or Leaking Packages

If you receive a package with damaged items, leakage, or significantly damagedpackaging, please contact service@puainta.com within 7 days of receipt and provide clear photos (outer box, shipping label, and damaged product areas) along with your order number. We will prioritize providing a replacement, exchange, or refund.

8. International Orders

International delivery times may vary due to destination logistics conditions and customs procedures. International shipments may be subject to duties, taxes, or other fees imposed by the destination country, which are the responsibility of the recipient unless otherwise stated at checkout.

If a package cannot be delivered or is returned due to recipient-related reasons (such as refusal to accept delivery or an incomplete/incorrect address), additional logistics or handling fees may apply. We will contact you to discuss next steps.

9. Product Use and Compliance Notice (Brief)

· Our products are intended for daily pet care and nutritional support and are not intended to diagnose, treat, cure, or prevent any disease.

· Unless expressly stated otherwise, product-related statements have not been evaluated by the U.S. Food and Drug Administration (FDA).

· If your pet experiences persistent discomfort, worsening symptoms, or suspected allergies/infections, discontinue use and consult a veterinarian.

10. Contact Us

If you have any questions regarding shipping, please contact us:

· Customer Service Email: service@puainta.com

· Billing / Notice Address: 134 Nebraska Avenue, Memphis, Tennessee 38106, United States