Delivery & Shipping Policy

1. Processing Time

1.1 Standard Orders

Orders are typically processed and dispatched within 1-2 business days after payment confirmation. Business days are Monday through Friday, excluding Turkish national holidays.

1.2 Custom Engraved Orders

Orders with custom laser engraving may require an additional 1 business day for the engraving process. Total processing time: 2-3 business days.

1.3 Order Confirmation

You will receive an order confirmation email immediately after your purchase. Once your order is dispatched, you will receive a shipping confirmation email with tracking information.

2. Shipping Methods

2.1 International Express Shipping

We ship internationally via express courier services including:

• DHL Express
• FedEx International
• UPS Worldwide Express
• Turkish Cargo (PTT)

The specific carrier is selected based on your destination and the most reliable service available.

2.2 Tracking

All shipments include tracking. You will receive a tracking number via email once your order is dispatched. You can track your package on the carrier's website or through the link provided in your shipping confirmation email.

3. Delivery Times

4. Shipping Costs

4.1 Calculated at Checkout

Shipping costs are calculated automatically at checkout based on your delivery destination, package weight, and selected shipping method. The exact cost will be displayed before you complete your purchase.

4.2 Free Shipping Threshold

We offer free international shipping on orders over $50 USD. This promotion applies to standard express shipping and may be subject to change. Current promotions are displayed at checkout.

5. International Shipping & Customs

5.1 Customs Documentation

We provide all necessary export documentation with every international shipment:

• Commercial Invoice: Detailed itemization with HS Code 4421.99.99
• Phytosanitary Certificate: Confirming the wood is heat-treated, bark-free, and dried
• Certificate of Origin: Turkey
• Product Declaration: "Inert pet toy, not for human consumption"

5.2 HS Code Classification

Our products are classified under HS Code 4421.99.99 (Other articles of wood). This classification is provided for informational purposes. The final determination of duties and taxes rests with your country's customs authority.

5.3 Customs Delays

Customs clearance times vary by country and are beyond our control. Most shipments clear customs within 1-3 business days, but delays can occur. We are not responsible for delays caused by customs inspections or local postal service handling.

5.4 Refused or Unclaimed Packages

If you refuse delivery or fail to pay customs duties, the package will be returned to us. You will be responsible for the original shipping cost and any return shipping fees. Refunds for refused packages will be issued minus all shipping costs.

6. Delivery Address

6.1 Accuracy

Please ensure your shipping address is complete and accurate. We are not responsible for orders delivered to incorrect addresses provided by the customer. Address changes can only be made within 2 hours of order placement before the order is processed.

6.2 PO Boxes and APO/FPO Addresses

We can ship to PO Boxes and military addresses (APO/FPO), but delivery times may be longer. Please note that some express carriers do not deliver to PO Boxes.

6.3 Signature Requirements

Some shipments may require a signature upon delivery. If you are not available, the carrier will leave a notice with instructions for redelivery or pickup.

7. Shipping Issues

7.1 Lost or Stolen Packages

If tracking shows your package was delivered but you did not receive it, please check with neighbors, building management, or household members. If the package cannot be located, contact us within 48 hours. We will file a claim with the carrier and work to resolve the issue.

7.2 Damaged Packages

If your package arrives visibly damaged, document the damage with photographs before opening. Note the damage on the delivery receipt if possible. Contact us immediately with photos and your order number. See our Return Policy for more information.

7.3 Delayed Shipments

If your order has not arrived within the estimated delivery timeframe, please contact us. We will track your package and work with the carrier to locate it. In rare cases of significant delays, we may offer a replacement or refund.

8. Packaging

All products are carefully packaged to ensure safe delivery:

• Individual product wrapping for protection
• Eco-friendly packaging materials when possible
• Sturdy outer boxes to prevent damage during transit
• Cushioning materials to secure items
• Branded packaging with care instructions

9. Order Tracking

To track your order:

1. Check your shipping confirmation email for the tracking number
2. Click the tracking link provided or visit the carrier's website
3. Enter your tracking number
4. View real-time updates on your package location

Tracking information may take 24-48 hours to update after dispatch.

10. Force Majeure

We are not liable for shipping delays or failures caused by circumstances beyond our reasonable control, including but not limited to natural disasters, war, pandemic, government restrictions, strikes, or transportation disruptions.

11. Contact for Shipping Questions

For questions about shipping, tracking, or delivery: