Shipping policy

Shipping Policy

At Hitail, we know how excited you (and your pets!) are to receive your new goodies. We work diligently with our logistics partners in the USA and China to ensure your order arrives safely and as quickly as possible.

1. Order Processing

Before your order is shipped, it goes through a processing and verification stage.

  • Processing Time: Please allow 3 – 7 business days for your order to be processed and for the tracking number to be generated.

  • During high-volume periods (holidays, sales events), processing times may be slightly extended.

  • Once your order has been processed and shipped, you will receive a confirmation email containing your tracking number.

2. Shipping Times

Delivery times depend on the location of the warehouse fulfilling your specific item. We utilize inventory in both the US and China to offer the best selection.

Warehouse Location Estimated Delivery Time
USA Warehouse 6 – 14 Business Days
China Warehouse 11 – 17 Business Days

Please note: Shipping times are estimates and start after the order has been processed and shipped. Times are calculated in business days (Monday–Friday).

3. Shipping Costs

Shipping costs are calculated at checkout based on the weight of your items and your delivery location. You will be able to review the total shipping cost before finalizing your purchase.

4. Order Tracking

  • Tracking Number: You will receive your tracking number via email within 3 to 7 days after placing your order.

  • System Updates: Once you receive the number, please allow 24–48 hours for the tracking information to update in the carrier's system.

5. Customs, Duties, and Taxes

For items shipped internationally (e.g., from our China warehouse), your order may be subject to import duties and taxes (including VAT) once a shipment reaches your destination country.

  • Responsibility: Hitail is not responsible for these charges if they are applied. All such fees are the responsibility of the customer.

6. Potential Delays

While we strive to meet the delivery times quoted above, external factors may occasionally cause delays:

  • Customs clearance processes.

  • Inclement weather conditions.

  • Postal service delays during peak holiday seasons.

If your package is significantly delayed beyond the estimated timeframe, please contact us so we can investigate.

7. Incorrect Address

Please review your shipping address carefully when placing an order. Hitail is not responsible for orders not delivered due to incorrect or incomplete addresses provided by the customer. If you realize you made a mistake, please contact us immediately—if the order has not yet been shipped, we may be able to correct it.

Contact Us

If you have any questions about our shipping policy or the status of your order, please don't hesitate to reach out: