(1) Processing Time (Handling)
Processing time is the time needed to verify payment, pick items, quality-check, pack, and hand off to the carrier.
- Standard: 1-3 business days after payment confirmation.
- Peak periods: 3-7 business days (promotions/holidays).
- Pre-orders: lead times are shown on the product page.
(2) Shipping Destinations
We ship internationally where carriers and local regulations allow. If a destination is unavailable at checkout, we currently cannot ship there due to carrier restrictions, remote-area limitations, sanctions, or safety conditions.
(3) Estimated Delivery Times
Transit time starts after carrier pickup. Delivery dates are estimates, not guarantees.
| Method | Transit (Estimate) | Notes |
|---|---|---|
| Standard International | 7-20 business days | Most cost-effective; can take longer in remote areas |
| Expedited | 5-12 business days | Faster routes where available |
| Express | 3-8 business days | May require signature depending on destination/value |
(4) Shipping Costs
Shipping fees are calculated at checkout based on destination, selected method, package size/weight, and carrier pricing. Mats (crate mats, feeding mats, door/floor mats) can be bulky and may be charged by volumetric weight.
- Promotions: Free shipping rules (if offered) appear at checkout.
- Remote areas: Some destinations may incur a surcharge.
(5) Tracking & Split Shipments
Once shipped, you'll receive a shipping confirmation email with tracking. Tracking may take 24-72 hours to update after label creation.
- Split shipments: Orders may ship in multiple parcels (e.g., different warehouses or size constraints). Each parcel has its own tracking number.
- Delivered but not received: check your delivery location/household members first, then contact us for investigation.
(6) Packaging for Pet Mats
We pack mats to minimize creasing, contamination, and damage:
- Bed & Crate Mats: rolled or folded to reduce size; may require 24-72 hours to lay flat after opening.
- Pet Feeding Mats: packed flat where possible; silicone may retain a slight curl initially.
- Door/Floor Mats: rolled to reduce edge fraying; heavy mats may ship with reinforcement to prevent tearing.
"New item"odor / flattening time
Some materials (rubber/silicone/foam) may have a mild "new item" odor when first opened. Airing out in a ventilated area typically reduces odor. For curling edges, roll the mat the opposite direction briefly or place a flat weight on corners.
(7) Customs, Duties & Taxes
International shipments may be subject to import duties, VAT/GST, brokerage, and other fees required by local authorities. Unless explicitly stated at checkout, these fees are paid by the recipient.
Refused or abandoned parcels
If a parcel is refused due to unpaid customs fees and is returned or abandoned, any refund (if approved) may be reduced by shipping/return costs and fees incurred.
(8) Address Accuracy & Changes
Please ensure your address, postal code, and phone number are correct. Address changes are only possible before the order ships. Rerouting after shipment may be limited and may incur carrier fees.
(9) Delays, Loss, and Damage
Delays
If tracking shows no movement for an extended period, contact us. We will work with the carrier to investigate.
Lost packages
If the carrier confirms a package is lost, we may offer a replacement or refund depending on stock availability and investigation outcome.
Damage in transit
Report damage within 7 days of delivery with photos of the outer carton, shipping label, and item. Keep all packaging until the case is resolved.
(10) Contact
Questions about shipping? Email support@bdroot.com and include your order number.