1. Overview

This Shipping Policy explains how orders for Bed & Crate Mats, Pet Feeding Mats, and Door/Floor Mats are processed and delivered by heshley.com. By placing an order, you agree to the terms below as well as our Terms of Service and Return & Refund Policy.

2. Processing Time

“Processing time” is the period we need to confirm payment, allocate stock, perform quality checks, and hand your parcel to the carrier. It does not include transit time.

• Standard processing: 1–3 business days.
• Peak seasons / promotions: 3–7 business days.
• Pre-order / backorder items: additional time shown on the product page.

3. Shipping Methods & Delivery Estimates

Available shipping options and costs are displayed at checkout and depend on your location, order value, and selected carrier service. Once dispatched, the following transit-time ranges typically apply:

Business days exclude weekends and public holidays. Transit times begin after the carrier has scanned and accepted your parcel.

4. Shipping Costs

Shipping charges are calculated automatically at checkout based on destination, chosen shipping method, and total weight/volumetric weight of the parcel.

• Free-shipping thresholds: If free shipping promotions are available, qualifying carts and regions will be clearly shown at checkout.
• Multi-mat orders: Heavy or bulky orders (e.g., multiple large crate mats) may be split into more than one parcel.
• Remote areas: Carriers may charge surcharges for remote or hard-to-reach locations.

5. Tracking, Confirmation & Delivery

Once your order ships, a confirmation email with tracking details will be sent to the address used at checkout. Tracking updates can take 24–72 hours to appear after label creation.

• Multiple parcels: Each parcel will have its own tracking number.
• Delivery confirmation: A parcel may be marked as delivered when left at a safe location or accepted by building staff.
• Delivered but not found: Check other household members, neighbors, and all entry points before contacting support or your local carrier office.

6. Pet Mat Packaging & Handling Notes

Pet mats are often shipped compressed or rolled to reduce shipping volume. This can affect appearance on arrival:

• Bed & Crate Mats: Foam or fiber filling may appear flat at first. Light shaking and a few days of use usually allow the mat to regain shape.
• Feeding Mats: Waterproof or silicone-backed mats may be folded. Creases typically relax after laying flat for 24–48 hours.
• Door/Floor Mats: Mats may ship rolled. Reverse rolling and gentle pressing can help them lie flat more quickly.

7. International Shipping, Duties & Taxes

For international destinations, parcels may be subject to import duties, VAT/GST, brokerage fees, and other charges imposed by local authorities. Unless explicitly stated otherwise at checkout, these charges are the responsibility of the recipient.

Customs inspections are outside our control and can add to delivery time. We provide accurate documentation to support smooth clearance, but cannot guarantee that duties or taxes will not be assessed.

8. Delays, Lost Parcels & Damage

8.1 Delays

Weather events, carrier volume surges, customs checks, and local delivery conditions can cause delays. Tracking is the best reference for current status.

8.2 Lost Parcels

If tracking shows no updates for more than 10 business days (domestic) or 20 business days (international), please contact us. We will investigate with the carrier and, if confirmed lost, arrange a replacement or refund.

8.3 Damaged Parcels & Mats

If a mat or packaging arrives damaged, contact us within 7 days of delivery with:

• Order number and tracking number.
• Photos of the shipping label and entire outer carton.
• Photos of inner packaging and the affected mat(s).

After review, we may offer a replacement, partial refund, or full refund depending on the severity and scope of the damage.

9. Address Accuracy & Changes

Please ensure your shipping address (including apartment number, building entry instructions, and contact phone number) is complete and accurate at checkout.

• Before shipment: Contact support as soon as possible if you need to correct an address. We will update it if the order has not yet been handed to the carrier.
• After shipment: Address changes or rerouting may not be possible, and any additional fees charged by the carrier are the responsibility of the recipient.

10. Contact

For questions about shipping for pet mats, please contact our support team with your order number and a brief description of your inquiry:

• Email: support@heshley.com
• address: 500 5th Ave, Suite 2000, New York, NY 10110, United States