Shipping and Returns

How long will Order Processing take?

Orders will be processed immediately and may take up to 3 days for to quality assurance checks, customs and administrative assurance. This excludes weekends and holidays. During the holidays, processing time may take up to 14 days. You will receive an email confirming your purchase when your order is shipped out. Tracking information should be available about 5 days later.

How long will it take for me to receive my item?

U.S orders will be shipped via USPS. Shipping methods for International Orders will vary based on the shipping address provided.

Transit Time to United States, United Kindom: 5 - 10 Business days 
Transit time to International: 8 - 10 Business days
An order takes 2 weeks on average to ship.

While most packages will arrive on time, some may be late if there are congestions at our carriers and suppliers end. Circumstances that are beyond our control - major holidays, inclement weather, job and industrial action, etc - may cause shipping postponements. For these reasons, we are unable to guarantee or give you an exact time of arrival of your purchase. Do note that such delivery issues are usually under the purview of the Logistic Companies and the Suppliers. Nevertheless, if your purchase is very much delayed please email us at support@jaxthedog.com and we will see what we can do. We regret that we are unable to do any refund for items that have been annotated as 'delivered' by the tracking site and/or shipping company. Oftentimes, the package may have already been collected by a family member or friendly neighbor. If the package is lost for good, you may want to raise a dispute with your payment company and they will take it from there. You may also email us and we will do our very best to see how we can help. 

Can I cancel my order(s)?

Yes it is possible but not guaranteed to be successful as we have received multiple fraudulent cancellations.

Cancellations must be made within 2 hours of order placement. Send us an email within 2 hours and let us know the reason why you wish to cancel your order.

We do not accept cancellation of orders outside the 2-hour window and/or the order has already been fulfilled. Any special request for cancellation after the 2-hour window will be determined on a case-by-case basis. 

Will I receive a Tracking Number?

Yes, when your order is shipped out.
Do note that each individual product may be shipped from different fulfillment centers across the world and may arrive separately. Do not worry if we are unable to provide you with complete tracking information. Sometimes, the logistic people fail to provide timely updates to the tracking sites. There may be technical reasons too. Our company will ensure that you will get your order. Any missing item(s) will be reshipped to you free of charge.

I ordered multiple items but I have only received one/some of them. Why?

If you ordered multiple items from us, it is likely that the goods will be shipped in several packages from different centres. 
We are doing our best to reduce costs at your end so that you do not have to pay high charges/taxes/premiums to get your items! Please allow some time for all your items to arrive.

The prices shown on the receipts may be lower than what you have paid for but please note that these prices do not include any TAXES & TARIFFS that may have been incurred.
 
I placed an order but I did not receive an order confirmation email. What's going on?

Please ensure that you have entered the correct email address when you place an order. Kindly check your SPAM folder to see whether your confirmation email has been sent there. Do email our support team at hello@sugarpetshop.com if you did not receive a confirmation email.
 
May I make changes to my Order or Shipping Address?

We usually process orders on the same day they are placed. Should you need to make any change to your order, please contact us at support@jaxthedog.com ASAP and we will do our best to accommodate the change request.

However, we are unable to make any promises. If your purchase has already been shipped out from our fulfillment centre, it will be too late for us to retrieve or amend the order. However, you may send the item to our return office and we will swap it for the correct item.
 
I have a question that is not answered in this FAQ. How do I contact you?

Please email us at support@jaxthedog.com and we'll respond as soon as we can. :)

Additional Dispatch & Delivery Information

Your order should usually be dispatched within 24 hours of being placed unless it is placed over a weekend or on a public holiday. If this is the case, it will be dispatched on the next business day.

By placing an order, you are responsible for original shipping charges (unless it is free shipping), all applicable custom and duty import fees.

Estimated time of delivery for metropolitan areas is usually faster than to rural or remote areas. Please note that delays to estimated shipping times may occur during peak holiday season. Once your order has been dispatched, we will send you email updates about its progress so you know when to expect it. If you live in a remote area, your parcel may be forwarded to a local courier service. This will appear on your tracking as a delivery event.

Do note also that on rare occasions custom agents may delay the delivery of some packages. We are unable to take responsibility should such a delay occur, as the release of the package is at the sole discretion of customs officials. If you have any issues, we recommend contacting your local customs office.

We are unable to guarantee exact delivery time as there may be circumstances that are beyond our control. Nevertheless, we will do everything it takes for you to be a happy customer. We do appreciate your business!

By purchasing from Sugar Pet Shop, you accept these terms and conditions.