物流政策
Shipping Policy
Last updated: September 8, 2026
This Shipping Policy applies to physical products supplied by Ouren Pet, operated by OUREN INNOVATION CORP, through www.ourenpet.com and to crowdfunding rewards that expressly incorporate this policy. During crowdfunding and initial preorder fulfillment, orders will primarily ship from mainland China by international small parcel. After retail launch, we plan to establish a local warehouse in Delaware, United States, for eligible U.S. orders. That warehouse is not yet operational.
1 Shipping stages and order information
Crowdfunding and preorders. These products are not ready for immediate shipment. The campaign, product page, or checkout will identify the estimated dispatch window before you commit to an order. The Ouren M1 Founder’s Preorder currently has an estimated dispatch window of Q4 2026, meaning October 1 through December 31, 2026. Any different window must be clearly disclosed before your purchase; an existing order’s window will not be changed merely by updating this policy.
Certification, production, and fulfillment readiness can affect preorder timing. We will communicate delays and provide the options in Section 5. A campaign update alone does not replace an individual delay notice or any consent required for your order. For third-party crowdfunding purchases, the campaign and platform also govern payment and administration, subject to applicable law and the commitments we make to you.
Delaware fulfillment after launch. Once our Delaware warehouse is operating and the relevant stock is available, eligible U.S. orders will ship domestically from that warehouse. The order page will identify the dispatch location and applicable processing and transit estimates. Availability may vary by product. Products not stocked there may continue to ship from mainland China, with that origin disclosed before purchase. A Delaware business address does not mean an order ships from Delaware.
Please review your confirmation email for the items, delivery address, and dispatch estimate. Contact service@ourenpet.com promptly if anything is incorrect. Creating a shipping label does not mean an order has shipped; dispatch occurs when the parcel is physically handed to the carrier.
2 Destinations and delivery restrictions
During the initial China fulfillment stage, standard service is available to eligible addresses in the contiguous 48 United States and the United Kingdom. The address and product must be eligible at checkout. Other destinations will be offered only when a suitable service and its delivery estimate are disclosed before ordering.
The current service excludes Alaska, Hawaii, Puerto Rico, Guam, other U.S. territories, military addresses including APO/FPO, and unsupported remote areas. Certain remote U.K. postcodes and military addresses are also excluded. We do not accept P.O. boxes or Amazon warehouse addresses. Please provide a complete physical street address and any delivery information requested at checkout.
Service restrictions for future Delaware shipments will be shown when that service becomes available; the warehouse plan does not automatically expand coverage. If we discover that an accepted order cannot be delivered, we will contact you about an available alternative or cancel and refund the unshipped order. We will not charge for an alternative without your agreement.
3 Processing and estimated transit times
For items expressly sold as in stock and ready to ship, our standard processing time is 1–2 business days after payment confirmation and receipt of the information needed to fulfill the order, unless a different processing period is disclosed before purchase. This period does not apply to crowdfunding rewards, preorders, or backorders, which follow their stated dispatch window.
Processing business days are Monday through Friday, excluding public holidays at the dispatch location: mainland China for China shipments and the United States for future Delaware shipments. Carrier transit estimates use the carrier’s business-day calendar. Weekends, local holidays, and destination holidays can affect service.
Current estimated transit times for the China international small-parcel service are:
|
Destination |
Estimated transit after dispatch |
|
Eligible contiguous U.S. addresses |
5–8 business days |
|
Eligible U.K. addresses excluding remote postcodes |
3–5 business days |
These are carrier reference estimates, not guaranteed arrival dates. They exclude preorder waiting time and order processing. Customs inspections, peak periods, weather, and local delivery conditions can extend transit. Any order-specific estimate disclosed before purchase takes account of the selected route. We do not yet advertise a fixed domestic transit time for the planned Delaware warehouse.
4 Shipping charges and import costs
We provide free standard shipping to supported destinations, with no minimum order value. Any optional paid service or agreed redelivery charge will be disclosed before you authorize it. Free shipping covers the standard transportation charge; it does not mean that import duties or taxes are included.
For international shipments, customers are responsible for destination import duties, taxes, and lawful customs or clearance charges unless checkout expressly states that these are included or prepaid by us. We collect taxes at checkout where required by law and identify amounts collected. Charges not collected at checkout may be payable to customs, the carrier, or its authorized agent. Where the applicable route requires prepayment, this will be explained before purchase. We remain responsible for any collection or import obligations the law places on us.
Import charges depend on the destination, origin, classification, customs value, and rules in force when the shipment enters the country. A low parcel value does not by itself ensure duty-free entry into the United States. We provide accurate descriptions and lawful customs values; we do not undervalue goods or falsely mark commercial orders as gifts.
For U.S. orders dispatched domestically from our future Delaware warehouse, customers will not be asked to clear that domestic shipment through U.S. import customs or pay a separate import duty on delivery. Applicable sales taxes will be handled at checkout. International orders, if offered from that warehouse, will have their origin and import-charge arrangements disclosed before purchase.
5 Shipment delays and cancellation before dispatch
We base dispatch estimates on reasonably supported production and fulfillment information. If no dispatch period is clearly stated for an online merchandise order, we will ship within 30 calendar days after receiving a properly completed order, or follow the delay and refund procedure below.
If we cannot ship by the applicable deadline, we will notify you before it expires, explain the delay, state a revised date or that no reliable date is available, and offer a free way to agree to wait or cancel for a full refund. We require your affirmative consent to extend the deadline. Without that consent, we will cancel and refund the unshipped order when the current deadline expires. Further extensions require another notice and affirmative consent.
You may cancel an unshipped order at any time by contacting service@ourenpet.com with your order number. We refund amounts paid for the cancelled, unshipped merchandise and associated charges within seven working days after your refund right arises, or sooner if applicable law requires. Refunds go to the original payment method where available, not compulsory store credit. Your payment provider may take additional time to display the credit.
After dispatch, please contact us for return instructions under our Refund Policy. Do not refuse delivery as a substitute for arranging a return. Events beyond our reasonable control may affect fulfillment, but do not remove applicable delay-notice, cancellation, or refund rights.
6 Carriers and tracking
YunExpress is our primary carrier for China international shipments, with local partners completing delivery. We may use another suitable carrier when necessary; any material change to the agreed origin, service, or timing will be communicated to you. The carrier for future Delaware shipments will be identified in the shipment confirmation.
After dispatch, we will email your tracking number and tracking link. YunExpress shipments can also be tracked at https://www.yuntrack.com/. Updates may take 24–48 hours to appear and may pause between international transport and local delivery. If the tracking link does not work or you are concerned about progress, contact us. We will provide any separate local tracking number available to us. There is no 60-day cutoff on contacting Ouren Pet for help.
7 Address corrections and unsuccessful delivery
Contact us immediately to correct an address. We will try to make changes before dispatch, but cannot guarantee that an in-transit parcel can be redirected. We will disclose any available redirection or redelivery charge and obtain your agreement before charging it.
If delivery fails because an address supplied by you is incorrect, a collection deadline is missed, or properly disclosed import charges are not paid, we will contact you when notified and explain any available redelivery options and response deadline. Storage and redelivery periods may be short. Reasonable, documented additional costs attributable to your error or failure may be charged only where permitted by law and disclosed to you; we will explain any proposed deduction from a refund. We do not automatically deny a refund merely because a parcel is returned, abandoned, or destroyed.
The current international service does not provide an automatic return route to mainland China. Please obtain return instructions from us before sending back a product. Do not send returns to our Delaware correspondence address unless we expressly authorize it. Carrier restrictions do not remove your rights under our Refund Policy or applicable law.
8 Lost damaged or missing shipments
Please contact us as soon as an estimated delivery period has passed or a shipment appears lost. You do not need to wait 20 or 30 business days to report a problem. We will investigate with the carrier and keep you informed. If the shipment is lost, or we cannot establish delivery after a reasonable investigation, we will offer a replacement at no additional cost or a full refund for the affected items and associated charges, according to your preference and applicable law. We will not make your remedy depend on the carrier first paying our claim.
For transit damage or missing contents, please contact us promptly, preferably within seven calendar days of delivery, with your order number and available photos of the product, packaging, and label. Keep the packaging where practicable. This reporting request does not shorten statutory rights or automatically bar a valid claim after seven days. We will arrange an appropriate replacement or refund at no cost for confirmed transit damage or missing items.
If tracking says delivered but you cannot locate the parcel, check any safe place, household members, and building reception, then contact us promptly. We will review delivery evidence with you and the carrier. A tracking scan alone does not automatically resolve a disputed delivery.
For orders covered by this policy, we bear the risk of transit loss or damage until the products are physically delivered to you or a person you designate to receive them, other than the carrier. You do not need to purchase shipping insurance to receive the remedies described here. Carrier claim deadlines and liability limits govern our relationship with the carrier and do not cap your rights against us. This specific delivery-risk provision takes precedence over any inconsistent shipping-risk provision in our Terms of Service, without limiting mandatory consumer rights.
9 Applicable rights and policy updates
This policy is intended to operate consistently with applicable Delaware law and U.S. federal consumer-protection requirements. It does not exclude mandatory protections that apply in your state or country of residence. The shipping terms disclosed when you order continue to apply to that order unless a change is validly agreed with you. Later policy updates do not retrospectively remove accrued rights.
10 Contact us
For shipping, tracking, address changes, or cancellation requests, email service@ourenpet.com and include your order number. We aim to respond within one business day.
OUREN INNOVATION CORP
1207 DELAWARE AVE, WILMINGTON, DE 19806, USA
This is our business correspondence address, not a published dispatch or return warehouse address.