SHIPPING POLICY
At Centinela Feed & Pet Supplies, we work to make every order clear, dependable, and easy to follow from checkout to delivery. This policy outlines our order preparation times, shipping charges, estimated transit periods, tracking process, and procedures for delivery-related issues.
HOW WE FULFILL ORDERS
Our store offers pet supplies for different animals, households, and daily care needs. To provide a wider product selection while maintaining reasonable prices, some orders may be dispatched from third-party fulfillment facilities, manufacturing partners, or regional distribution centers.
As a result, products within the same order may occasionally arrive in separate packages or on different dates.
This fulfillment model helps us:
Offer a broader selection of pet care products
Maintain accessible pricing
Restock popular items more efficiently
Ship from the facility best positioned to fulfill each order
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ORDER PREPARATION AND SHIPPING COST
Order Handling Time
Most orders require 2–4 business days for payment verification, product inspection, packing, and shipment preparation.
Orders placed on weekends or public holidays will begin processing on the next business day.
High-Volume Periods
During major holidays, promotional events, seasonal sales, or periods of unusually high demand, preparation may require up to 5 business days.
Shipping Charge
A standard shipping fee of $5.99 applies to each order, unless a different shipping promotion is displayed during checkout. -
ESTIMATED TRANSIT TIMES
Estimated delivery periods begin after the order has been processed and handed to the shipping carrier.
United States: 10–15 business days
Canada, United Kingdom, and Australia: 11–16 business days
Other international destinations: 15–20 business days
These delivery windows are estimates rather than guaranteed arrival dates. Actual transit times may be affected by carrier capacity, weather, local delivery conditions, customs inspections, public holidays, or other circumstances outside our control. -
SHIPPING CONFIRMATION AND TRACKING
After your package leaves the fulfillment facility, a shipment confirmation email will be sent to the email address used at checkout.
The confirmation message will normally include a tracking number or tracking link.
Please allow 1–3 business days for the carrier’s tracking system to display the first update. A tracking status that remains unchanged for a short period does not necessarily mean the package has stopped moving.
Orders containing multiple products may be divided into separate shipments. When this happens, more than one tracking number may be provided. -
INTERNATIONAL CUSTOMS AND IMPORT CHARGES
International shipments may be delivered under a Delivered Duty Unpaid arrangement.
Depending on the rules of the destination country, the recipient may be required to pay:
Customs duties
Import taxes
Local processing charges
Carrier brokerage fees
These charges are not included in the product price or standard shipping fee unless otherwise stated during checkout.
Centinela Feed & Pet Supplies does not control customs assessments and cannot predict whether additional charges will apply. Customers are responsible for complying with the import requirements of their destination country.
Customs inspections may also delay delivery. -
ADDRESS CHANGES AND ORDER CANCELLATIONS
Orders move into preparation soon after they are submitted.
To request an address correction, product change, or cancellation, contact us within 12 hours of placing the order:
Email: service@shixyuanyausd7.com
Phone/Text: +1 (949) 732-6253
Please include your order number and the email address used during checkout.
We will make every reasonable effort to complete your request. However, once an order has been packed, transferred to a fulfillment facility, or assigned to a carrier, changes and cancellations may no longer be available.
Customers are responsible for reviewing all shipping information before completing checkout. We may not be able to replace or refund packages delivered to an incorrectly entered address. -
DAMAGED, MISSING, OR LOST SHIPMENTS
Damaged Products
When an item arrives damaged, contact our support team within 72 hours of delivery.
Please provide:
Your order number
A description of the damage
Clear photographs of the product
Photographs of the shipping package and label
After reviewing the information, we may arrange a replacement or provide another appropriate resolution.
Packages Confirmed Lost
If the shipping carrier officially confirms that a package was lost while in transit, we will review the shipment and arrange a replacement at no additional product cost.
Marked Delivered but Not Received
When tracking shows that a package was delivered but you cannot locate it, please:
Check your mailbox, porch, side entrance, garage, or other delivery areas
Ask household members or neighbors whether they accepted the package
Wait until the end of the delivery day, as carriers may scan packages before final drop-off
Contact the carrier for delivery details
If the package remains missing, contact our customer support team with your order number and tracking information so we can assist with the next steps. -
DELIVERY DELAYS
Occasional delays may occur due to:
Severe weather
Carrier disruptions
Holiday volume
Customs processing
Incorrect or incomplete delivery information
Remote destination requirements
Local postal delays
Once a shipment has been transferred to the carrier, some delivery conditions are outside our direct control. We will still provide reasonable assistance when tracking information indicates an unusual or extended delay. -
CONTACT INFORMATION
For questions about shipping, tracking, delivery status, or an existing order, contact:
Centinela Feed & Pet Supplies
1071 Old Irvine Blvd
Tustin, CA 92780
United States
Phone/Text: +1 (949) 732-6253
Email: service@shixyuanyausd7.com
Customer Support Hours:
Monday through Friday
9:00 AM–6:00 PM Pacific Time
Please include your order number whenever possible so our team can locate your purchase and respond more efficiently.
Thank you for shopping with Centinela Feed & Pet Supplies. We appreciate your trust and look forward to delivering products that support the comfort, health, and everyday care of your pets.