At Jinrol, we are always eager to send your order on its way. Once your order is packed and assigned a tracking number, we will send a confirmation email your way. Our canine caretakers perform a quick quality check on your order before it leaves our warehouse and is packed for shipping.
Our shipping process is simple and seamless. After your order is shipped, you will receive an email with the first positive update. The email contains basic order information such as the order number, logistics carrier, logistics tracking number, and order tracking link.
We know waiting for your order can be a bit ruff, so we do our best to make the process as fast as possible. Most domestic orders take 7-14 business days to arrive after being shipped, while international deliveries usually take 10-20 business days.
We appreciate your patience and understanding during this time. If you have any questions, please contact us at [email protected].
How long will it take for my order to be delivered?
- Orders are processed and shipped within 2-4 business days.
- Orders are not shipped on weekends or holidays.
- Typically, orders are delivered within 7-14 business days. Due to high demand for some of our popular products, please allow 2-4 weeks for delivery. Please note that shipping times are estimates and exclude holidays, weekends, and unforeseen postal delays outside of our control. Once an order is shipped, we are unable to expedite it or make any changes.
- If your order has not arrived within the estimated delivery times, please contact our support team at [email protected] to investigate your tracking information and review the next steps. If your order has not arrived within 60 days of the original purchase date, you are entitled to a full refund.
Please note that once the package has been handed over to the shipping courier, there may be circumstances out of our control leading to delivery delays.
Certain states such as Alaska and Hawaii may experience longer than usual shipping times, approximately 5-6 weeks.
Can I cancel my order?
We offer immediate order cancellations within 24 hours of purchase. If you change your mind within that time, please contact us at [email protected] and we will cancel and refund your order in full as soon as possible.
Returned Orders
If your order is returned to us for any of the following reasons, we will refund your payment method for the returned product minus the original shipping fees and any additional fees incurred to return the product to our warehouse (including return postage and handling):
- Incorrect, incomplete, or undeliverable address
- No one available to accept delivery
- Order refused by the customer for any reason, including damaged product/products
What are my shipping options?
We offer three shipping methods:
- Global Standards (including tracking),7-14 business days deliveries – $6.99
- Expedient Delivery (including tracking) ,3-5 business days- $29.95
Lost or Stolen Packages
Please ensure that you provide a secure shipping address for your packages. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc.), it becomes their responsibility. If your package is lost or stolen during delivery or after it has been delivered, please file a report with your shipping carrier and notify us at [email protected]. We will review all cases and do our best to send a replacement order or issue a store credit if possible.
If your tracking number indicates that your package has been delivered, but you have not received it, please do the following:
- Verify that the shipping address on your order is correct
- Look for an attempted delivery notice slip
- Double-check your area in case the package is stored in a hidden area
- Check with your neighbors or anyone in your residence who may have accepted the package
- Allow an extra 1-2 days, as orders have occasionally been marked as delivered before actually arriving
Jinrol is not responsible for lost or stolen packages, but we will try our best to help you locate and recover your package. In cases where the package was not delivered due to an incorrect address, additional shipping fees will apply to reship your package. If your package is still missing, please contact us at [email protected].
Do I need to pay any customs fees?
We are confident that there will be no customs fees, but please note that we are not responsible for any customs fees or import duties. If any such costs are required, it is the buyer’s responsibility to cover them.
Will my order arrive in multiple shipments?
If you have ordered different items, they may be fulfilled in separate shipments.
How can I track my package?
You can track your package using the email we sent you, or by accessing the Track Order page on our website’s main menu or footer menu.
Where does my order ship from?
We have fulfillment centers located around the world, including in the United States, Canada, Europe, and China.
We’re confident that your order will be everything you barked for, so please be patient during the shipping process.
Thank you for choosing Jinrol!