Legal notice

Shipping Policy

This Shipping Policy explains how MMCH GROUP LIMITED, trading as Pet2Cute, processes and delivers orders placed through pet2cute.com.

Order processing

Orders are normally processed within 1–3 business days after payment is confirmed.

Business days exclude Saturdays, Sundays and Hong Kong public holidays. Processing may take longer during sales, product launches, peak seasons or public holidays.

After an order has entered processing or been transferred to our fulfillment partner, we cannot guarantee that it can be changed or cancelled. Contact info@pet2cute.com as soon as possible if you need assistance.

Shipping destinations

We ship to supported international destinations displayed at checkout.

Available destinations may change because of carrier coverage, customs restrictions, service interruptions, sanctions, remote-area limitations or other operational requirements.

If your country or region is unavailable at checkout, we are currently unable to ship there.

Shipping rate

We offer Standard Tracked Shipping for US$12.99 per order unless a different rate or promotion is displayed at checkout.

Shipping charges are displayed before payment and are non-refundable after an order has been dispatched, except where applicable law requires otherwise.

Delivery estimate

Standard delivery normally takes approximately 7–14 business days after dispatch.

This estimate does not include the 1–3-business-day processing period.

Delivery times are estimates and are not guaranteed. Delays may occur because of:

  • Customs clearance or destination-country inspections

  • Peak shipping seasons

  • Public holidays

  • Severe weather or natural events

  • Remote destinations

  • Carrier disruptions

  • Incorrect or incomplete delivery information

  • Circumstances outside our reasonable control

A delivery delay does not automatically qualify an order for a refund while the parcel remains in transit, except where applicable consumer law provides otherwise.

Shipping carriers and tracking

Orders are generally shipped using YunExpress or another suitable tracked delivery partner. A local delivery company may complete the final stage of delivery in the destination country.

When tracking is available, you will receive a shipping-confirmation email containing your tracking number. Tracking information may take several business days to update after dispatch.

The carrier may not scan a parcel at every stage of transit. A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

Customs duties and import taxes

International orders may be subject to import VAT, sales tax, customs duty, customs-clearance fees and carrier-handling charges imposed by the destination country.

Unless these charges are expressly identified as prepaid or included at checkout, they are the customer’s responsibility and may be collected before or upon delivery.

Pet2Cute does not control or determine charges imposed by foreign tax, customs or delivery authorities. Contact your local customs authority if you require an estimate before ordering.

If a customer refuses delivery, fails to pay applicable import charges or does not collect a parcel, reasonable outbound shipping, return shipping, customs and handling costs may be deducted from any available refund where permitted by law.

Delivery address

Customers are responsible for providing a complete and accurate delivery address, including any necessary apartment, unit, floor, postal code and telephone information.

Contact info@pet2cute.com immediately if you notice an address error. We cannot guarantee that an address can be changed after an order has been submitted or entered processing.

Pet2Cute is not responsible for delivery failure caused by incorrect or incomplete information supplied by the customer. If a parcel is returned or requires reshipment for this reason, the customer may be responsible for the resulting costs where permitted by law.

Failed delivery and unclaimed parcels

The delivery carrier may make more than one delivery attempt or leave collection instructions.

Customers are responsible for monitoring tracking information and collecting parcels within the carrier’s specified period.

If a parcel is returned because it was unclaimed, delivery was refused, import charges were unpaid or the carrier could not access the delivery location, contact us to discuss the available options.

Additional shipping and handling charges may apply to reship the order.

Packages marked as delivered

If tracking shows that your parcel was delivered but you cannot locate it:

  1. Check the delivery address in your order confirmation.

  2. Look around the delivery location, mailbox, reception desk or safe place.

  3. Ask household members, neighbours or building-management personnel.

  4. Contact the local delivery carrier using the tracking number.

  5. Contact info@pet2cute.com if the parcel remains missing.

Please report the issue promptly so that we can request an investigation from the carrier. Carrier investigations can take several business days.

A “delivered” tracking status does not automatically prevent any remedy required under applicable consumer law.

Lost or damaged parcels

If tracking has not updated for an unusually long period or the parcel appears to be lost, contact info@pet2cute.com with your order number.

We will investigate with the carrier. A parcel will be treated as lost only after the carrier confirms the loss or the applicable investigation period has passed.

If your parcel arrives visibly damaged, photograph the parcel, shipping label, packaging and affected products before discarding anything. Contact us promptly with your order number and supporting photographs or video.

Depending on the circumstances and applicable law, an approved claim may be resolved through replacement, refund or another appropriate remedy.

Split shipments

Products in the same order may occasionally be shipped separately because of inventory availability or fulfillment arrangements.

If an order is divided into multiple parcels, you may receive separate tracking numbers. You will not be charged additional shipping solely because we divide an order into multiple shipments.

Returns

Products must not be returned to the sender address printed on the original parcel. That address may belong to a carrier or logistics facility that does not accept returns.

Contact info@pet2cute.com and receive return authorization, instructions and the correct return address before sending any product.

Returns are governed by our Refund Policy.

Mandatory consumer rights

Nothing in this Shipping Policy excludes, restricts or replaces any mandatory right or remedy available under applicable consumer law.

Contact information

For shipping questions, contact:

Pet2Cute
MMCH GROUP LIMITED
Email: info@pet2cute.com
Telephone: +852 62399959
Business address: 55 WING HONG STREET, HONG KONG
Hong Kong business registration number: 72726818

The business address above is our legal contact address and is not necessarily our return warehouse.