Shipping policy

Last updated: November 11, 2026

Free tracked shipping to 39 countries

Every order ships free, with tracking, to the 39 countries listed below. There's no minimum order.

Processing and delivery times

  • Processing: 1–3 business days after you order.
  • Delivery: usually 7–14 business days to the United States and Europe. To some destinations it can take up to 20 business days.

Delivery times are estimates, not guarantees. Carriers can run late, especially around the holidays, and parcels can be held up at customs. We can't control delays in transit or at customs.

Where we ship

Americas: United States, Canada, Chile

Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland

Asia-Pacific: Australia, Hong Kong SAR, Japan, Malaysia, New Zealand, Philippines, Singapore, South Korea

In the United States, we deliver to the 50 states and Washington, D.C. We can't deliver to US territories or to APO/FPO addresses. We don't ship to countries that aren't on this list yet.

Where your order ships from

Orders ship from our fulfillment partner. That's why delivery takes a little longer than you may be used to, and why we tell you up front.

Customs, duties and import taxes

Because orders ship internationally, your country's customs may charge import taxes (such as VAT or GST), duties or a handling fee when your parcel arrives. These charges aren't included in our prices or in the free shipping, and they're collected by customs or the carrier, not by us. You're responsible for paying them. Rules differ from country to country. If you're unsure, check with your local customs office before you order.

Prices and currency

Prices are in US dollars, and your card is charged in US dollars. If your card uses another currency, your bank converts the amount and may add a conversion fee.

Tracking

As soon as your order ships, we email you a tracking link. It can take a little while for the first tracking update to appear.

Delivery details

  • We can't deliver to PO Boxes. Please use a street address.
  • The carrier needs a phone number for delivery, so we ask for one at checkout. We don't use it for marketing.

Address changes

Please double-check your shipping address before you pay. If you spot a mistake, email us right away. We can only change an address before the order ships.

Late, lost or damaged orders

If your tracking has stopped updating or your order hasn't arrived, write to us at hello@heartsidepets.com with your order number. We'll look into it, and if the order is lost we'll send a replacement or refund you in full.

If your order arrives damaged, send us a photo and we'll replace it or refund you. The details are in our Refund policy.

Packaging

Your order arrives in simple protective packaging.