Shipping policy
Processing Times
Orders are processed within 1–2 business days. Orders placed on weekends or holidays will begin processing on the next business day.
If we experience unusually high order volume, processing times may be extended. We will communicate any significant delays.
Shipping Rates & Delivery Estimates
Shipping rates are calculated at checkout based on weight, destination, and carrier options.
Delivery estimates are provided by the carrier and are not guaranteed. Actual delivery times may vary due to carrier delays, weather, or other factors outside our control.
Order Tracking
Once your order ships, you will receive a confirmation email with a tracking number. Tracking information may take up to 24 hours to update.
Shipping Carriers
We primarily ship using:
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UPS
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USPS
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FedEx (select orders)
Carrier selection may vary depending on destination, weight, and service availability.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, crushed, cracked, moisture‑compromised, or incorrect, contact us immediately at info@petgusa.com with photos of the issue.
We will replace the item or issue a refund, based on your preference. This applies even if the packaging has been opened for inspection.
Lost or Stolen Packages
Once a package is marked as delivered by the carrier, PETG USA is not responsible for lost or stolen items. If your package is missing, please:
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Check with neighbors or household members
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Verify the shipping address
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Contact the carrier directly
If you still cannot locate your package, email us — we will help however we can.
Incorrect Addresses
Customers are responsible for providing accurate shipping information. If an order is returned due to an incorrect or undeliverable address, we will contact you to arrange reshipment. Additional shipping charges may apply.
International Shipping
At this time, PETG USA ships only within the United States.