Shipping Policy

 

 

At Mud Free Pets, we make shipping simple, fast, and completely free. No matter where you live, we deliver right to your door. We serve customers all around the world every single day. And we’re committed to making every order smooth and reliable. From checkout to delivery, you can expect service you can trust.

 

PROCESSING TIME VS. SHIPPING TIME  (does not include weekends/public holidays):

 

Processing time (1-3 business days) differs from shipping time and should be added to the total delivery time.

 

Orders generally take 1-3 business days to be fully processed (checked, packed, forwarded to logistics, and sent forth to the post office)

 

After processing your order, our dispatch shipping company will pick up your package.

 

APPROXIMATE SHIPPING TIMES (does not include weekends/public holidays):

 

USA ~ 5 to 8 business days (tracking system available)
The rest of the world takes ~ 8 to 15 business days (tracking system available). We aim to deliver orders worldwide within 7-10 business days from our overseas warehouse.

 


Delayed delivery - In rare instances, packages may take longer than expected. Unfortunately, we cannot control shipping times or any unexpected delays that may occur en route, and we ask for your understanding and patience should this occur.

 

In such cases, we will ship a new package if there are no tracking updates for 10 business days. This may be especially true during the busier holiday seasons at year's end (October to December), during promotions, or in other instances..

 

An email with your online tracking information will be available on our website. It may take up to 24 hours for tracking information to become available. 

 

If you have not received your order within 10 days of receiving your shipping confirmation email, please contact us at orders@MudFreePets.com with your name and order number, and we will investigate the matter for you.

 

Processing time may take longer during busy periods, such as holidays or promotions. We do our best to deliver quickly and appreciate your understanding and patience during such events.

 

SEPARATE PACKAGES


In some instances, an order may be split into different packages for any of the following:- Certain items may be on back order- Weight restrictions for regular shipping imposed by the post office- Different designers/warehouse locations (we work from multiple warehouses to bring you the best selections at affordable prices)

 

INTERNATIONAL SHIPPING:

 

We do not have control over customs and therefore cannot be responsible for any delays that may occur. Tracking information will be made available to you as soon as it is made available to us. It may take up to 24 hours for tracking information to become available. 

 

 

CUSTOM / DUTY FEES


For orders shipped outside the United States, any customs duties or import fees are the customer's responsibility. We recommend checking with your local customs office to learn about any possible charges before placing your order. Please also note that, in rare cases, customs processing may delay delivery.

 

Holiday Season

 

Due to the high sales volume during October, November, and December, we ask for your patience. Our customers are important to us, and WE strive to make you happy. With that said, shipping times may take longer than expected, but we guarantee that your goods will arrive and you will remain a loyal customer. Thank you.

 

CANCELLING AN ORDER

 

Once an order is placed, we cannot cancel it after 24 hours, as it may have already been processed. Please email us at orders@MudFreePets.com as soon as possible if you'd like to cancel an order you just made.

 

UNCLAIMED ORDERS

 

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or due to an incorrect or insufficient address.

 

If you notice an incorrect or incomplete address in your confirmation email, email us back at center  orders@MudFreePets.com as soon as possible with the updated details.

 

Once we process the order, we cannot change the address, and we are not responsible for incorrect or insufficient addresses.


REFUND POLICY

 

Refunds are typically processed within 7-10 business days after the returned item has been received and inspected. The refund will be issued to the original payment method. 

 

But if you feel your product is damaged, you can send us clear evidence, including photos of your product, packaging, and customer information, so our team can investigate and pursue a resolution.

 

We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

 

If more than 15 business days have passed since we’ve approved your refund, please contact us at support@mudfreepets.com.

 

No worries — we’ve got your back!

 

Just email us at support@mudfreepets.com.
Include your order number and a quick note about why you're returning or exchanging the item.

 

We’ll take care of the rest!

 

Processing: We will process your return or exchange upon receipt and inspection of the returned product. You will be notified via email once this process is complete.