Shipping policy

Hencelle Bueno Shipping Policy

Thank you for choosing Hencelle Bueno, a US-based online pet store dedicated to offering high-quality pet supplies for your beloved companions. We are committed to delivering your pet products safely, in perfect condition, and within the estimated timeframe, ensuring a seamless and satisfying shopping experience for every pet owner.

1. Order Processing Time

All orders are processed within 1-5 business days after we receive your order confirmation. Weekends, US federal holidays, and necessary pet product quality inspections are excluded from the processing period to guarantee that each item meets our strict quality standards.

In the event of a sudden increase in orders, temporary inventory adjustments, or unforeseen logistical challenges, processing times may be extended. We will promptly send you an email notification to inform you of the delay and the updated processing schedule, keeping you fully informed every step of the way.

2. Shipping Rates and Delivery Estimates

Shipping charges are determined by the weight, size of the pet products, and your shipping destination within the United States. The exact shipping cost will be automatically calculated and clearly displayed on the checkout page before you complete your payment, with no hidden fees or unexpected charges.

Estimated delivery times (calculated in US domestic business days, excluding order processing time):

Standard Shipping: 7-15 business days. Actual delivery times may vary due to carrier delays, regional logistics congestion, extreme weather events (such as storms or heatwaves), or holiday-related shipping backlogs. Delivery estimates are for reference only, and Hencelle Bueno is not liable for delays caused by factors beyond our control.

3. Shipment Confirmation and Order Tracking

Once your order has been dispatched, a detailed shipment confirmation email will be sent to the email address you provided during order placement. This email includes a unique tracking number, which allows you to monitor the real-time status of your package on the carrier’s official website (including USPS, FedEx, and UPS).

Please note that tracking information may take 24-72 hours to become active after shipment, as it requires time for the carrier’s system to update. If you are unable to access your tracking details within this window, please contact us for further assistance and support.

4. Incorrect Address Disclaimer

It is your sole responsibility to verify that your shipping address—including street number, apartment or unit number, city, state, and zip code—is accurate and complete before submitting your order. Hencelle Bueno is not responsible for lost, delayed, or returned packages resulting from incorrect, incomplete, or outdated shipping information provided by the customer.

If a package is returned to us due to an address error, you will be required to cover the full reshipping fee to have the package re-dispatched. 

5. Lost or Damaged Packages

Lost Packages: If your package is considered lost in transit (with no delivery update for 5 days beyond the estimated delivery date), please contact us within 6 days of the expected delivery date. We will work closely with the shipping carrier to launch a thorough investigation. Upon confirmation that the package is lost, we will arrange for a replacement or a full refund, based on your preference and product availability.

Damaged Items: If your pet products arrive damaged, broken, or in non-functional condition, please contact us within 24 hours of delivery. You must provide clear photos or videos of the damaged items, the original packaging, and the shipping label to validate your claim. Our customer service team will review the submitted materials promptly and resolve the issue, which may include a replacement, full refund, or partial compensation based on the extent of the damage.

6. Apparel Care and Usage Notice

For pet apparel and wearable accessories sold by Hencelle Bueno, please carefully read and follow the care and usage instructions provided on each product’s packaging. Proper care is crucial to maintain the quality, durability, and safety of the items, including following recommended cleaning methods and avoiding misuse.

Hencelle Bueno is not responsible for damage, fading, tearing, or deterioration caused by improper washing, drying, stretching, or misuse of pet apparel. This includes, but is not limited to, using pet clothing for purposes beyond its intended use, exposing it to harsh chemicals, or allowing excessive chewing by pets.

7. International Shipping and Customs Notice

While our primary focus is on US domestic shipping, we offer international shipping to select countries. For all international orders, customs duties, taxes, import fees, and any other related charges are determined by the destination country’s customs authorities. These charges are the exclusive responsibility of the customer and are not included in the product price or shipping cost.

Customers are required to research and comply with their country’s import regulations for pet products, including any restrictions on specific items. Hencelle Bueno is not liable for packages detained, seized, or rejected by customs due to non-compliance with local laws or regulations, and no refunds will be provided for such cases.

8. Contact Information