Shipping policy

At Cassiel Pet, we know that when your pet is dealing with itchy skin, a fungal infection, or a parasite problem, waiting weeks for a solution isn't acceptable. That's why we've built our shipping process around one goal: getting our GMP-certified, veterinary-grade products to your door as quickly and reliably as possible.

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Import Fees, Duties and VAT

For destinations and orders where Cassiel Pet covers import fees, customs duties or VAT, the applicable benefit is reflected in the checkout offer or order terms. Customers should review the final checkout total and destination information before payment.

Cassiel Pet designs its checkout and shipping offers to make costs visible before purchase. If destination-specific charges or exceptions apply, the checkout or carrier information for that order controls.

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Order Processing

All orders are processed within 24–48 hours of placement during normal business hours:

Orders are processed on business days. For the current service schedule, see current support hours on the Contact page.

Orders placed outside of business hours, on weekends, or on public holidays will be processed on the next available business day.

Once your order has been processed and shipped, you will receive a confirmation email with your tracking number and carrier information so you can follow your package every step of the way.

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Shipping Options & Delivery Times

Free standard shipping is a major Cassiel Pet conversion benefit when shown at checkout. Availability can depend on destination, warehouse, product and current offer, so the shipping method and final charge displayed for the order remain the controlling terms.

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Where We Ship

Cassiel Pet currently ships to the following regions:

For the most current list of available shipping destinations, please check at checkout or contact us at support@cassielpet.com.

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Shipment Confirmation & Order Tracking

Once your order ships, you will receive an email containing:

• Your order confirmation number
• Your tracking number
• The carrier name (USPS for US orders)
• An estimated delivery date

You can track your package at any time using the tracking number provided. If you have difficulty tracking your order or your tracking information has not updated within 48 hours of receiving your shipping confirmation, please contact us at support@cassielpet.com or WhatsApp:+1 (208) 502 0067 .

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Shipping Delays — What You Need to Know

Cassiel Pet ships via trusted carriers and processes orders promptly. However, certain circumstances may cause delivery delays beyond our control:

Carrier & External Delays:

• Severe weather events or natural disasters
• National holidays (holidays do not count as business days and should be factored into your expected delivery window)
• High-volume shipping periods (such as peak holiday season)
• Carrier network disruptions

Order-Level Delays:

• Thorough inspection of products prior to shipment — we verify every order before it leaves our facility to ensure quality
• Temporary out-of-stock situations during high-demand periods
• Address verification requirements for international shipments

If your order has not arrived within the estimated delivery window, please take the following steps:

1. Check your tracking number for the most current status
2. Verify your shipping address was entered correctly at checkout
3. Check with neighbors or building management in case the package was received on your behalf
4. Contact us at support@cassielpet.com or WhatsApp: +1 (208) 502 0067 — we will investigate and resolve the issue

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Split Shipments

Cassiel Pet ships from multiple warehouse locations to ensure faster delivery across different regions. As a result, orders containing multiple items may arrive in separate packages with different tracking numbers.

If you receive one package but are still waiting for additional items from the same order, please check all tracking numbers associated with your order before contacting support. The remaining items are likely in a separate shipment still in transit.

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Shipping Insurance

Shipping insurance is available at checkout for eligible orders. If you purchase shipping insurance and a package is confirmed lost or missing after all tracking information has been verified, we will resend the affected items at no additional cost.

For orders without shipping insurance, please contact us if a package appears to be missing and we will work with you to find the best resolution.

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🏭 Why Cassiel Pet Products Are Worth the Wait

Cassiel Pet orders are prepared within a wider quality and traceability system that includes:

• China Veterinary Drug GMP manufacturing controls (中国兽药GMP) supported by Certificate No. (2024) 18003
• Product-specific regulatory work, including China National Veterinary Drug Approval Numbers (中国国家兽药产品批准文号) across core products
• Representative FDA food-facility and EPA producing-establishment records within the broader Cassiel Pet compliance portfolio
• Named university and veterinary expertise supporting relevant research, evaluation and education
• Order-level checks before dispatch

Most Cassiel Pet core products have obtained the certificates, registrations, approvals or compliance records applicable to their category and target market. Selected examples are published on the Certifications & Credentials page.

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Contact Us — Shipping & Order Support

If you have any questions about your order, shipping timeline, or delivery status, our team is here to help:

For current support hours and contact channels, visit Contact Cassiel Pet.

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Frequently Asked Questions — Shipping

Q: How long will it take to receive my order?

Orders are processed within 24–48 business hours and delivered within 7–10 business days via USPS for US orders. You will receive a tracking number by email once your order ships.

Q: Is shipping really free?

Cassiel Pet offers free standard shipping on eligible direct-store orders and destinations when the offer is shown at checkout. No promo code is needed unless the offer states otherwise.

Q: Will I be charged import fees, duties, or VAT?

Cassiel Pet covers these charges for destinations and orders included in the applicable checkout offer. Review the final checkout total and destination terms; if an exception applies, the order or carrier information controls.

Q: My tracking number isn't showing any updates. What should I do?

Tracking information can take up to 48 hours to update after your shipping confirmation email is sent. If there is no update after 48 hours, contact us at support@cassielpet.com or WhatsApp: +1 (208) 502-0067 and we will investigate immediately.

Q: My order arrived in two separate packages. Is that normal?

Yes. Cassiel Pet ships from multiple warehouses and some orders are split into separate shipments for faster delivery. Check all tracking numbers associated with your order — the remaining items are likely in a separate package still in transit.

Q: What happens if my package is lost?

If your package is confirmed lost after tracking verification, contact us immediately at support@cassielpet.com. If shipping insurance was purchased at checkout, we will resend the items at no cost. If no insurance was purchased, contact us and we will work with you to find a resolution.

Q: Can I change my shipping address after placing an order?

Address changes must be requested before your order is processed and shipped. Contact us immediately at support@cassielpet.com or WhatsApp +1 (208) 502-0067 if you need to update your address. Once a tracking number has been generated, address changes are no longer possible.

Q: Do you ship to my country?

We currently ship to the United States, Canada, Mexico, Philippines, Thailand, Malaysia, and more. Check at checkout for your specific country or contact us at support@cassielpet.com.

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