**SHIPPING INFORMATION**
**Our logistics service** aims for excellence in terms of packaging quality and speed of order shipment. We are proud to ship the majority of our orders on the same day they are validated and, at the latest, on the next business day. We also make every effort to reduce our use of packaging, which is why we use a maximum of recycled consumables.
Some types of products require **custom manufacturing**, and other products (perishable products, for example) are **not in stock** in our Balbigny (42) warehouse, which is why there are different stock statuses that impact delivery times. These delivery times are calculated and displayed when choosing the carrier during order validation, for example:
Depending on the **stock status** of the selected product, the shipping and therefore the delivery time is variable. It is possible to track the status of orders in your customer account or **here** for customers without an account.
Once the order is shipped from our warehouse, a **tracking link** is also sent by email.
**Order Statuses**
**Item displayed:** **In stock**
We have this item in stock in our warehouse located in Balbigny (42) in France; the product is prepared and shipped very quickly, on average within **24 hours**.
The preparation time is generally 24 hours (excluding weekends and public holidays, and excluding specific orders or bulky items). You are informed by email as soon as the item is shipped.
**Item displayed:** **Factory stock: shipping in 3 to 5 business days**
We have this item in stock in a warehouse located in Germany, and the preparation time is usually **3 business days**. You are informed by email as soon as the item is shipped.
**Item displayed:** **In stock + manufacturing:** **shipping in 3 to 5 business days**
This status is used for certain types of products that require a manufacturing or personalization time (customizable logos, for example). Manufacturing is quick because it is carried out in France by our teams and is treated as a priority because it is coupled with a product that is already in stock.
**Item displayed: Custom manufacturing: shipping in 5 to 10 business days**
This status is used for certain types of products that require a manufacturing or personalization time (customizable logos, for example). Manufacturing is quick because it is carried out in France by our teams.
**Item displayed: On order: shipping in 4 to 8 weeks**
This status is used for products that are not in stock in France and require a supplier order.
**Item displayed:** **Sold Out**
This status is used when a product is no longer in stock. It is not possible to order this product because we cannot commit to a restocking time. You can subscribe to product alerts by clicking this button:
You can also contact us **here** to get information on the availability of this product.
**To these times, the carrier's delivery time must be added.**
You have a **Standard delivery** method (Colissimo Home or Colissimo Pick-up Point) delivered in 48h in France or an **Express Delivery** method (DPD Predict or DPD Pick-up Point) delivered in 24h in France.
For international shipping, there are also 2 delivery methods; delivery times vary for each country and are displayed when choosing the delivery method.
**Parcels are delivered on average in 3 business days after placing the order with Standard 48h delivery.**
**RETURN INFORMATION**
1/ Right of withdrawal
You have a period of **14 days** from the receipt of your order to notify PetDistrib of your wish to withdraw.
A withdrawal form can be downloaded at the following address: **Withdrawal Form**
This document must be sent to us by email at help (at) petdistrib.com or by registered mail with acknowledgment of receipt before the expiration of the 14-day period. You then have an additional period of **14 days** to return your order to us.
Under the right of withdrawal, the **refund for the order is integral and includes the totality of the sums paid**, particularly the **Standard** delivery costs (La Poste Colissimo Pick-up Point). If a **Premium** delivery method is chosen (Home Signature, DPD 24H), the additional delivery costs beyond the Standard delivery will not be refunded.
This document must be sent to us by email at help (at) petdistrib.com or by registered mail with acknowledgment of receipt before the expiration of the 14-day period. You then have an additional period of **14 days** to return your order to us.
Under the right of withdrawal, the **refund for the order is integral and includes the totality of the sums paid**, particularly the **Standard** delivery costs (La Poste Colissimo Pick-up Point). If a **Premium** delivery method is chosen (Home Signature, DPD 24H), the additional delivery costs beyond the Standard delivery will not be refunded.
The **return costs are the responsibility of the customer** in case of withdrawal.
**Refunds** for withdrawal requests are **made within 5 business days** after receipt of the products in their **original and complete condition.**
2/ Packaging errors, defective products
In case of a packaging error or a defective product, the **return and exchange costs are the responsibility of PetDistrib**. Upon simple request by email to help (at) petdistrib.com, PetDistrib will send you a prepaid return shipping label to return your product.
3/ Additional information concerning the return of items
These rights of return can only be accepted for products in their **original and complete condition** (accessories, instructions, etc.) and **with the original, non-removed label**, in good condition and accompanied by a copy of the purchase invoice.
**Incomplete, damaged, broken, or soiled** items returned by the Customer **will not be accepted**.
**Products on order or personalized are neither exchangeable nor refundable.**
**Incomplete, damaged, broken, or soiled** items returned by the Customer **will not be accepted**.
**Products on order or personalized are neither exchangeable nor refundable.**