OFFICE: 23 Rue Sedaine, 75011 Paris, France CONTACT US: [email protected] +33 6 6262 7793

CITY PET

citypet-shop

Effective Date: September 17, 2026

Introduction

CITY PET SHOP, the operator of the pet-focused e-commerce platform www.citypet-shop.com, is committed to delivering cozy, practical, pet-tested small accessories to cat and dog owners across regions, ensuring your furry family members receive their new favorite gear smoothly and efficiently. This Shipping Policy clearly outlines all our terms, procedures, estimated timelines, related service rules, and responsibilities for all orders placed on our website, to help you fully understand what to expect after you complete your purchase. By placing an order on our platform, you acknowledge that you have read, understood, and agreed to all the terms laid out in this Shipping Policy. If you have any inquiries about shipping arrangements that are not covered in this document, you can always reach out to our customer support team for clear, timely assistance.

1. Order Processing Rules

All orders submitted on our platform will enter a standardized processing workflow after your payment is confirmed successfully, to ensure every pet product is checked for quality before dispatch. Our dedicated team will run a full pre-shipment inspection for every item in your order, verifying that the product meets our core standards of pet safety, comfortable craftsmanship, and long-lasting quality, which aligns with our brand promise that every item is real pet tested before sale.

The standard order processing window is 1 to 3 business days, excluding weekends and official public holidays in France. Orders placed after 17:00 CET on a business day, or on non-working days, will start processing on the next following business day. You will receive a confirmation email immediately after your payment is verified, and you will get a second notification once your order is fully processed and dispatched from our local warehouse.

2. Shipping Coverage & Estimated Delivery Timelines

We currently offer two main shipping service tiers to suit different needs of our customers, covering all destinations within metropolitan France and most regions across the European Union:

  • ‌Standard Shipping‌: For all orders shipped to addresses within metropolitan France, standard shipping takes 3 to 7 business days after dispatch. All orders over 49 EUR qualify for free standard shipping, while a flat rate of 4.90 EUR applies for standard shipping on orders under this threshold.
  • ‌Express Shipping‌: If you need your pet accessories delivered faster, you can select our express shipping option at checkout, which takes 1 to 3 business days after dispatch for metropolitan France destinations, with a flat service fee of 12.90 EUR. For customers residing in other EU member states, cross-border standard shipping takes 7 to 12 business days, while express cross-border shipping takes 3 to 5 business days, with region-specific fees displayed clearly at the checkout page before you confirm your order.

Please note that all estimated delivery timelines are reference values calculated from the day the order leaves our warehouse. These timelines may be extended slightly due to uncontrollable factors such as extreme weather events, local public health adjustments, unexpected logistics network delays, or customs clearance procedures for cross-border orders, and these situations are outside of our direct control.

3. Shipment Tracking & Delivery Arrangements

Once your order is dispatched, we will send you an official shipment notification email that includes a unique tracking link, so you can monitor the real-time status and location of your package directly on our partnered logistics provider’s official platform at any time. If you encounter problems with tracking updates, or your tracking page shows no new movement for more than 3 consecutive business days, you can contact our customer support team, and we will assist you to follow up with the logistics provider immediately.

When the courier attempts to deliver your package, if no one is available to sign for the parcel at your submitted delivery address, the logistics provider will leave a delivery notice to inform you of the failed attempt, and they will usually make 2 additional subsequent delivery attempts over the following 3 working days. If all delivery attempts are unsuccessful, the package will be returned to our designated return warehouse. In this scenario, you can contact our team to arrange a re-delivery, and you will be responsible for covering the new shipping cost for the second dispatch.

To avoid failed delivery issues, please make sure the recipient’s full name, accurate contact telephone number, and complete, detailed delivery address you provide at checkout is correct and up to date. We will not be responsible for packages that are mis-delivered due to incorrect or incomplete address information you submit during the order placement process.

4. Damaged, Lost or Missing Parcel Support

In the rare case that your package arrives with obvious external damage, or the items inside are damaged due to improper transportation during the shipping process, please take clear photos of the outer packaging and the damaged items, and send these materials to our customer support team within 48 hours of receiving the parcel. Our team will verify your submission, and arrange a replacement shipment for you free of extra charge, or add corresponding full store credit to your account based on your preference.

If your package is confirmed to be lost during transit by our logistics partner after our full investigation, we will notify you of the situation within 7 working days after the expected delivery date, and offer you the choice of a full store credit or a priority re-shipment of all items in your original order, with no extra cost charged to you.

5. Contact Information for Shipping Inquiries

If you have any questions about order processing, shipping fees, tracking status, or special shipping arrangement requests, you can reach our customer support team through the following official channels at any time:

  • Company Name: CITY PET SHOP
  • Office Address: 23 Rue Sedaine, 75011 Paris, France
  • Contact Email: [email protected]
  • Contact Phone: +33 6 6262 7793

Our working hours are 9:00 to 18:00 CET from Monday to Friday, and we will respond to all your shipping-related inquiries within 2 working days.