Shipping, Delivery & Buyer Protection

Part A - Shipping & Delivery

At Petfairs, operated by Multisource International LLC, we are committed to providing professional, reliable, and transparent logistics solutions for pet retailers worldwide. Whether you are stocking your local boutique or scaling your online store, our multi-channel supply chain ensures your inventory arrives on time and in perfect condition.

1. Order Processing (Handling Time)

We strive to get your orders out as quickly as possible.

● US Local Warehouse Items: Dispatched within 3 business days.

● International Factory-Direct Items: Dispatched within 3 - 7 business days.

● Order Cut-off Time: 5:00 PM (EST), Monday - Friday. > Note: Orders placed after the cut-off time or on weekends/holidays will be processed on the following business day.

2. Shipping Methods & Estimated Delivery

We support global shipping. Below are the estimated transit times for our primary markets. For other countries or regions, please refer to the estimated delivery dates displayed on the Checkout Page.

Destination	Shipping Method	Estimated Delivery
United States	Domestic (US Warehouse)	3 - 7 Business Days
	Standard Air (International)	7 - 12 Business Days
	Economy Sea (Bulk Orders)	18 - 30 Business Days
Australia	Standard Air	7 - 15 Business Days
Australia	Economy Sea	15 - 25 Business Days
United Kingdom	Standard Air	7 - 15 Business Days
United Kingdom	Economy Sea	25 - 35 Business Days
Canada	Standard Air	7 - 15 Business Days
Canada	Economy Sea	20 - 30 Business Days

3. Free Shipping Policy & Promotions

We help you maximize your profit margins by offering competitive shipping incentives.

● A. Global Economy Sea Shipping (FREE on orders over $299)

○ Condition: Order subtotal must be $299 USD or more.

○ Service: Shipped via Economy Sea. (Please refer to the table above for transit times).

● B. Domestic Fast Shipping (US to USA)

○ Eligibility: For products stocked in our US warehouse, we will prioritize local fulfillment to ensure faster delivery.

● C. Free Air Shipping Zone

○ Eligibility: Items marked with the "Free Air Shipping" badge. These items qualify for zero airfreight costs to supported destinations.

4. Customs, Duties & Taxes

We aim to provide a hassle-free wholesale experience.

● Duty-Free Experience: For the vast majority of our primary shipping routes (including the US, UK, CA, and AU), the price you see at checkout is the final price delivered to your door. All import duties and taxes are handled and pre-paid by Petfairs. There are no hidden fees upon delivery.

● Remote Regions: In rare cases involving specific remote destinations (such as certain countries in Latin America or Africa), customs policies may differ. For these regions, our customer service team will proactively contact you to provide information on any potential local fees before processing your order.

5. Order Tracking & Communication

We believe in full transparency for your supply chain.

● Standard Air Orders: A tracking number will be sent to your registered email address within 24 hours after the shipment leaves our warehouse.

● Economy Sea Orders: For bulk sea shipments, our customer service team will proactively contact you to provide status updates and logistics information.

● Status Updates: You can monitor your shipment’s progress directly on your [Order Page].

6. Damage & Loss Claims

In the rare event that an item is damaged or lost during transit:

● Reporting: Please contact our support team within 7 days of delivery.

● Compensation: We provide full support and compensation for verified shipping damages.

● Details: To learn more about our specific claims and compensation process, please refer to our [Return & Refund Policy] page.

7. Contact Our Logistics Team

● Email: service@petfairs.com

● Company: Multisource International LLC

● Address: 203 Schmid Plaza Rd, Anderson, SC 29624, USA

Below you will find our buyer protection and return policy, followed by our optional shipping protection insurance. Use the quick navigation at the top of this page to jump to any section.

Part B - Buyer Protection & Quality Guarantee

Built for Pet Business Retailers.

At Petfairs, we understand how critical cash flow, speed, and reliability are for retailers building and growing their business. That’s why our buyer protection policy is designed to be clear, fair, and streamlined, allowing you to focus on growing your retail operations with confidence.

Order Cancellation — Fast & Transparent

We process orders promptly to ensure timely delivery.

Standard Orders: Orders can be cancelled within 1 hour of payment. After this window, production and logistics processes are initiated, and the shipment cannot be stopped.

Private Label / Reserved Orders: Private Label or reserved items are prepared exclusively for your business. Once payment is made, these orders cannot be cancelled. If a cancellation is requested after payment, any deposit or prepayment will not be refunded.

This ensures inventory is secured for you and allows us to maintain fast fulfillment standards.

Non-Quality Issues — Keeping Wholesale Prices Low

For non-quality issues (change of mind, incorrect size selection), returns are generally not accepted to keep our wholesale prices competitive. However, please contact our support if you have specific concerns.

By avoiding complex cross-border returns, we reduce operational overhead and pass those savings directly to you — with no hidden fees.

Quality Issues & Damage — We’ve Got Your Back

Received a damaged or defective product? Don’t worry — your business is protected.

Our Quality Promise: Every Petfairs order is video-recorded during packing to verify accuracy and product condition before shipment.

How to Resolve It (No Returns Required):

✅ Step 1: Contact Us
Reach out within 7 days of delivery with clear photos or an unboxing video.

✅ Step 2: Quick Verification
Our team will review your claim and cross-check it with packing records within 24 hours.

✅ Step 3: Replacement or Refund
For verified defects or transit damage, we will, at our discretion, provide either:

complimentary replacement (shipping included), or
refund to your original payment method.

Hassle-Free Replacement/Refund - Due to high international shipping costs, we offer refunds or replacements for quality issues without requiring a physical return..

When Claims May Not Apply

To maintain fairness for all sellers, claims may not be approved if:

Requests are submitted after the 7-day window
Clear photos or videos are not provide
Damage occurs after delivery due to improper handling or storage

Refund Processing Time

Once a refund is approved, it will be processed and automatically applied to your original payment method within 3-5 business days.

Return Authorization & Address

In rare cases where a return is authorized, please contact us for the specific return address (US warehouse or international facility) before shipping.

Need Help? We’re Here

Whether you run an online store, boutique pet shop, or sell through social media, our support team is ready to assist you.

Live Chat: For the fastest response
Email: service@petfairs.com

Phone: +1 (443) 449-8848 — if you prefer to speak directly with our support team

Policy Purpose

This policy is designed to safeguard growing pet retailers and ensure a smooth and professional wholesale experience.

In addition to the buyer protection above, we also offer an optional shipping protection insurance provided by a third-party partner. Details below.

Part C - Shipping Protection Policy

To provide a safer and more reliable shopping experience, we have partnered with third-party shipping and insurance service providers to offer shipping protection insurance. By purchasing this service, you will receive additional coverage and can directly contact Xcotton in case of any issues. Below is a detailed explanation of the insurance policy:

1. Shipping Protection Service Coverage

Once you purchase the insurance, your products will be fully covered during the shipping process. Specific coverage includes, but is not limited to:

Lost Products: If your product is lost during shipping, you can file a claim in accordance with the insurance terms.

Damaged Products: If the product is damaged during shipping, the insurance will provide compensation.

Other Unforeseen Circumstances: If the product is damaged or lost due to force majeure (e.g., traffic accidents), the insurance will handle the claims based on specific terms.

2. How to Purchase Shipping Protection

At checkout, you can choose to purchase Shipping Protection. If you select this option, the service fee will be automatically added to your total order amount. Please note that the Shipping Protection service is order-based and will cover only the products purchased in the order.

3. Shipping Protection Service and Claims Process

After purchasing the Shipping Protection service, you will receive the coverage details and Xcotton’s contact details, including the Shipping Protection service number, claims guide, and the claims process.

Contacting Xcotton: If your product is lost or damaged during shipping, please contact Xcotton immediately to initiate a claim. You can file a claim using the Shipping Protection service number and the provided contact details.

Claim Requirements: According to the service terms, you may need to provide relevant supporting documents, such as a proof from the shipping company, photos of the damaged product, etc. Please refer to Xcotton’s claims guide for specific requirements

4. Liability Statement

Responsibility for Purchasing Shipping Protrection: Once you purchase the Shipping Protection service, any risks related to product damage or loss during shipping will be covered by Xcotton. We will assist you by providing necessary information, but the claims process will be handled solely by Xcotton.

5. Insurance Terms and Exemption Clauses

Insurance Terms: The terms and conditions provided by Xcotton will apply to customers who purchase the Shipping Protection service. Please read the insurance terms carefully before purchasing to understand the coverage, claims process, and other relevant details.

Exemption Clauses: In certain situations (e.g., if incorrect delivery information is provided or if the product is intentionally damaged), Xcotton may not be liable for compensation. For detailed exemption clauses, please refer to the terms and policies provided by Xcotton.

6. Cancellation

If your order has not been shipped, please contact us to request a refund for the shipping protection.

If your order has already been shipped, the shipping protection cannot be canceled.

7. Special Reminders

Ensure Accurate Shipping Information: Please make sure that your shipping address, contact number, and other information are accurate when placing your order to ensure smooth delivery and avoid issues with claims due to incorrect information.

Check Your Products Promptly: After receiving your products, please inspect them immediately. If you find any damage or other issues, contact support@xcottons.com as soon as possible to start the claims process.