Everything below applies to orders placed on this site and shipped within the United States. We ship to United States addresses only at this time.
Order processing
Orders are processed within 1 to 3 business days (excluding weekends and public holidays) after you receive your order confirmation email. Most orders leave within 24 hours. If our warehouse is unusually busy, processing can take the full 3 business days. You will get a second email with a tracking number as soon as your parcel is on its way.
Shipping rates
Standard shipping is a flat $8 on orders under $70. Standard shipping is free on every order of $70 or more. Express shipping is $15 and is offered as an option at checkout. The rate that applies to your order is shown at checkout before you pay.
Delivery estimates
Standard delivery usually arrives 5 to 10 business days after dispatch. Express arrives sooner and the estimate is shown at checkout when you select it. These are estimates, not guarantees. Carrier backlogs, public holidays and weather can add time to any delivery.
Multiple parcels
Depending on the size of your order, your items may arrive in more than one parcel, sometimes a day or two apart. Each parcel has its own tracking number and you will be emailed each one.
Tracking your order
Your tracking number arrives by email as soon as your parcel ships. Tracking can take up to 48 hours to show its first scan. If your tracking has not updated after that, email us at support@totalpetarchitect.com with your order number and we will chase it.
Address accuracy
Please check your shipping address carefully before you pay. We cannot change an address once a parcel has left the warehouse, and parcels returned to us because of an incorrect address will need to be reshipped at the standard rate. If you spot a mistake, email us straight away with your name and order number and we will do what we can before it goes out.
Lost, delayed or damaged parcels
If your tracking says delivered and the parcel is not with you, check with your neighbors and your local carrier depot first, then contact us. If anything arrives damaged, email us with your order number and a photo and we will make it right. See our refund and return policy for the full detail.
Questions
Email us at support@totalpetarchitect.com and include your order number. We reply within one business day.
