Shipping policy

I. Core Distribution Information
Shipping base
All orders are dispatched from the central warehouse in Monterrey, Mexico, covering major markets in North America, Latin America and around the world.
Note: Due to strict customs spot checks in Mexico, some pet food containing meat or dairy products may be delayed in customs clearance.
Commitment to timeliness
Standard delivery time: 15 to 30 working days (counting from the date of successful payment, excluding customs detention time).
Regional reference (based on historical data) :
🇺🇸 western United States: 18-22 days 🇨🇦 Canada: 20-25 days
🇪🇺 EU: 25-30 days 🇦🇺 Australia: 28-35 days
Ii. Costs and Coverage
Shipping fee calculation: A “weight + destination” tiered pricing system is adopted, and the calculation is made in real time on the checkout page (example: approximately $8.99 for orders under 1kg to the United States).
Free shipping threshold: Full order
120
Enjoy free shipping within Mexico. International orders are full.
120 enjoy free shipping within Mexico. International orders over 200 are exempt from basic shipping fees (excluding customs duties).
Restricted areas: Currently not available for delivery to Russia, Belarus and some Middle Eastern countries (for the complete list, see [link]).
Iii. Logistics Tracking and After-sales Service
Query method
Send mail with DHL/UPS tracking number to photoel@uupetstore.com within 72 hours after shipment (check spam folder).
The “My Orders” section on the official website supports real-time map tracking.
Exception handling
If the goods are not received within 30 days, a full refund or free resshipment can be applied for (customs communication records are required).
Lost or damaged package: Please submit photos of the product and the outer box by email within 48 hours. We will bear the cost of return or exchange.
Iv. Important Notes
Tariff liability
Eu/UK customers may be subject to a value-added tax of 20% to 30% (it is recommended to specify the common category tax rates, such as 12% for pet clothing).
The tariffs on the route from Mexico to Central and South America are relatively low (usually ≤10%).
Address specification
Please fill in in English/Spanish and include the postal code (5-digit Mexican postal code, such as “64000”).
Contact us
Have an urgent need for timeliness? Please indicate “Urgent” in the subject line of your email to:
photoel@uupetstore.com