Shipping and delivery terms

  1. INTERNATIONAL SHIPPING PRODUCTS
    Your product will be shipped directly from our distribution centers outside Brazil. Our estimated delivery time is 20 to 30 days, and may extend up to 90 business days depending on the location. We guarantee to send a tracking code so that the customer can follow the progress of the delivery.

    The delivery period can be extended in very specific cases, mainly due to problems such as: delays, strikes, recesses, periods of high demand at the Post Office. All these situations are beyond our reach.

    petcatyang guarantees that your order will be delivered. We emphasize here that we assume the responsibility to refund the total amount paid for the product that can be lost or misplaced before the product is received by the Brazilian delivery system, the Post Office.

    1.1 What is this IOF tax that appears at the end of my purchase?

    The Financial Transaction Tax is a federal tax instituted in 1966, by law 5,143 of the same year, and is levied on any financial transaction that falls under the following hypotheses: credit transactions, foreign exchange, insurance and any other type of securities transaction. and titles.

    As we work exclusively with imported products, the IOF enters our transactions as an exchange transaction. The tax amount is levied on the price in reais, in accordance with Brazilian legislation.

    1.2. Taxed or taxed products

    Most, approximately 99%, of orders placed at petcatyang are delivered by the Post Office, at the address requested by the customer, free of charge, and only the amount of R$ 15.00 can be charged by the Postal Dispatch (entry into force on 08.27.18 ). However, in rare cases, the claim may be taxed by the IRS. In these cases, the Post Office sends a notice to the address registered at the time of purchase, informing the customer that the product was taxed. In this communication, it is requested that the package be picked up at the post office informed in the letter, upon payment of the tax.

    In this specific situation, we recommend the following procedure:

    1 – Go to the Post Office informed in the notification and inform the refusal to receive the package. After a few days (generally, the period is 07 days), the goods not picked up are returned to the sender, that is, your product will be returned to our collaborators abroad, without you having the trouble of removing it and without payment of tariffs. /tributes.

    2 – Report what happened, as soon as possible, to our Customer Support Service via email: [email protected] , social networks and other forms available on this site.

    We ask you to inform us about the tax collection, so that we can guide you on the procedure to be followed.

    3 – We will send an identical product. This step of the process will have no cost to the customer. Important: At the time of reshipment, a new countdown to the delivery deadline will begin.

    If you do otherwise than stated above, we are not responsible for any refunds of fees or taxes.

    If you do not wish to wait for the new delivery deadline, you can withdraw the order by paying the fee. We remind you that any and all taxes levied on the product are the sole responsibility of the customer, who must inform himself about the import regulations in force in his country before making the purchase so that he is aware that this type of situation may occur with his purchase. .

    order tracking
    The products will be sent by the Post Office or another carrier and there will always be a Tracking Code that will allow the customer to follow the progress of the delivery. petcatyang is committed to educating the customer on how to track the products. The tracking code will be sent to your email after the order has been shipped.

    GENERAL CONDITIONS
    3.1. Precautions for addressing orders

    petcatyang will arrange to ship the products to the address you request. So, so that there are no problems in the delivery of your order, we ask for your full attention when filling in the address where you want to receive your order.

    3.2. Absent Recipient

    Make sure someone will be at the address to receive your products during scheduled delivery times. The Post Office makes three attempts to deliver the goods. If there is no one at the address to receive the order at any of them, the package will be taken to the post office closest to the address. In this case, it will be necessary for the recipient of the package to collect the package at the post office as soon as possible. Thus, when returning to the sender, for the product to be delivered, a new purchase must be made, as the product is lost on return and shopllaa does not recover this product.

    All details related to delivery attempts, as well as the address of the post office where the recipient must use their order.

    In case of absence at the address, they are recorded in the order tracking, which can be tracked on the Correios website, using the tracking code provided by petcatyang.

    3.3. Incorrect or incomplete address

    It is the customer's responsibility to fill in the correct address. If the filling is incorrect or incomplete, as determined by the Post Office, the package will be returned to the sender. Furthermore, in these situations, the three delivery attempts will not occur, which is usual in cases where the recipient cannot be found. In addition, as the purchase must be returned to our distribution center, the local Post Office informs you that it is under no obligation and does not guarantee delivery of the product to the sender. In this way, the customer's error results in a loss for the store and, therefore, a new purchase must be made for the product to be delivered. In this situation, the customer loses the right to a refund, as it was his mistake that resulted in the problem of shipping and returning without guarantees to the store.

    Safe Delivery
    petcatyang is committed to ensuring that our customer is not harmed at any time during the delivery process. Therefore, all purchases made with us are protected by Delivery Insurance. If the delivery time of 90 working days is exceeded and you have not received your order, simply contact our customer service team and request Delivery Insurance. This is the correct way to get a refund for your purchase.

    CONSUMER RESPONSIBILITY

    If your order is not delivered due to a problem related to the customs process, we will study your case to find the best solution for your order.

    If your purchase has any attributes that prevent delivery to your country, such as batteries or the like, due to restrictions in local legislation, the responsibility lies with the customer and not the store.

    If you decide to import a product that has a technological resource that has some restriction due to local legislation, the consumer is responsible for this type of impediment even before making the purchase in our store. If your purchase is interrupted at any time by the local inspection, we do not offer any type of compensation, as the consumer must know the legislation of his country and the import regulations.

    Another case where the customer is responsible is in relation to the import license. If it is required in your country and you do not have it and you still make the purchase with us, we have no responsibility in relation to the refund or delivery of the purchase. It is the customer's responsibility to be aware of any import regulations and other situations that may interfere with the purchase process or the delivery of the purchase.

    All import-related fees, Tax on Financial Transactions (IOF) and other customs fees or charges are the responsibility of the consumer, as described in our terms and conditions. If your purchase is taxed or there is a need for collection at the Post Office and it is not carried out by the customer, so that you refuse to collect or pay the applicable charges or refuse to receive the order when it is delivered to your address, do not we do not offer any kind of compensation.

    We make it clear that after leaving our distribution center, in this case, the dispatch of the order, transport is the responsibility of the third-party logistics company. In this part of the delivery process, ownership of the purchase already belongs to the buyer, which means that all responsibilities and risks associated with transport are with the buyer.

    The delivery of the product can be affected by several factors that are beyond the control of petcatyang and can influence the delivery time of the purchase, since, from the moment the purchase leaves our distribution center, after confirmation of payment, we advise that, if the purchase is made as a gift or with the intention of being used on a special occasion, it must be made in advance.

    Posting and delivery times will be based on working days from Monday to Friday. In case of important holidays such as Chinese New Year or Christmas, please be advised that there may be a delay in relation to the estimated delivery time. During this type of event, we will inform our customers about these situations so that they are aware of potential delays.

    customer conduct

    petcatyang has total disposition and commitment to seek the solution of all problems or situations that may occur with purchases, in order to generate greater satisfaction for our customers. All this in a professional way, with all respect and education. In this way, we expect our customers to give the same type of treatment to our employees who work in customer service. We do not tolerate any type of aggressive, rude or disgusting content to our team.

    Behavior that is not considered acceptable

    and is directed to our customer service team or shopllaa, which can be classified into the following situations: Aggressive, threatening, abusive or even pejorative behavior. Other attitudes, such as: any type of direct or indirect threat in any communication, intimidating language, verbal or personal abuse, sexist, racist, xenophobic, homophobic, derogatory or rude comments are also considered inappropriate. Statements that serve to inflame other customers, profanity or even baseless claims will fall into the same group of offenses.

    If the customer continues with this behavior even after the search, by our team, of a reasonable and correct solution available to the situation according to the rules of the site. Demands to our team that violate the rules established in company policies, for example, refund cases, delivery times, compensation or similar, who also seek a solution that is out of our reach or that goes against our practices or policies . Change the reason for a complaint or the expected result, whether total or partial, from a clear answer provided by our Customer Service.

    Volume of claims not compensated, except in relation to the purchase price. This type of behavior can generate formal warnings and notifications about: “Your message is considered offensive, threatening, abusive and is considered completely unacceptable”.

    Clients must refrain from such language, threatening or intimidating behavior. If the customer insists on this practice, the conversations and attempts at resolution will be terminated.shopllaa reserves the right not to accept further orders from the customer in the future, without prior notice, continuing the reprehensible behavior.

    COMMON QUESTIONS

    1 – Can I trust that I will receive my purchases?

    petcatyang bases its work on guaranteeing the satisfaction of its customers, so it has a team of qualified professionals, working for 7 years in the online sales market, always valuing commitment, respect and honesty with our customers at all times. We make it a point to make clear and express all information about the purchase process and delivery of products. Transparency is our biggest commitment, so we are always ready to answer any questions through our call center and willing to do anything to ensure that your order is delivered to your hands, safely and punctually.

    2 – Can I follow the delivery process of my purchase?

    Yes. As soon as your order leaves our distribution center, we will send the Tracking Code for your purchase to your registration email. Just access the Correios website and access the “Consultations and Requests” area and then click on “Object Tracking”. All information and updates about your delivery will be on this page and are the responsibility of the Post Office.

    3 – My purchase is stopped in the “verification by the IRS for a few days without movement. Should I be concerned?

    Not. Each and every product that enters Brazil needs to be verified by the Federal Revenue. This procedure is standard and prescribed by law. Due to high demand, it may take a few days for your package to go through this process. Soon after verification, it will be sent to the distribution center of the Post Office, so that it will be delivered to you as soon as possible.

    4 – Between the day of my order and the arrival of my purchase, I changed my address and will not be at the expected delivery address. What do I do?

    We understand that this can happen and we are here to reassure you. To receive the purchase, it will be necessary for the new resident to receive the purchase for you. In this case, unlike the case of absent recipient, where the purchase goes through three delivery attempts by the Post Office, if the postman is informed that the recipient has moved, the purchase will be returned to the sender. That's why we ask that you track the progress of the purchase with your tracking code. If the purchase is returned to the sender due to a change in the recipient, a new product will only be sent upon a new order and new payment.

    5 – I tried to track my order and saw that the package was not located in the postal flow of the post office. What does that mean?

    This can lead to a delay in delivery. This notification indicates that the Post Office has not yet found the package registered with its tracking code among the parcels received by them. This process may take a few days. Once found, the package will be sent to the post office closest to you and then delivered.

    6 – Can I change my delivery address?

    You can, but we have a condition. In order to carry out this change of address operation, we only have a period of separation from the purchase after confirmation of payment. It's a short deadline, but only then can we change the address and keep the

    estimated delivery time at the time of purchase.

    7 – How long does it take to receive my purchases?

    Our estimate is that you will receive your purchases between 20 and 30 business days. We remind you that the entire process can be accompanied by your Tracking Code.

    8 – I bought more than one product in the same order but I only received part of them. This is normal? Will other products be delivered?

    It can happen and you don't have to worry. Products may be from different suppliers and therefore will have different tracking codes for each supplier. In this case, deliveries can be made at different times, as there is a possibility that the packages may be released at different times by the IRS at customs.