This Shipping Policy explains how orders placed through upetto.com are processed, prepared, shipped, tracked, delivered, and handled when a delivery issue occurs.
UPETTO is operated by Shenzhen Qianyuansheng Trading Co., Ltd.
By placing an order through our website, you agree to provide complete and accurate contact and delivery information so that we can process and deliver your purchase correctly.
Order Processing
After an order has been successfully submitted and payment has been confirmed, we normally begin processing the order within approximately 24 hours.
Order processing may include:
- Payment verification.
- Fraud-prevention checks where applicable.
- Product availability confirmation.
- Order preparation.
- Product inspection.
- Packaging.
- Shipping-label preparation.
- Handover to the applicable carrier or fulfillment provider.
Please note that order processing time is separate from shipping and delivery time.
Orders placed during weekends, public holidays, or unusually high-volume periods may begin processing on the next available business day.
Some orders may require additional processing time because of:
- Inventory availability.
- Multiple products in one order.
- Package dimensions or weight.
- Address verification.
- Payment verification.
- Fulfillment requirements.
- Other operational circumstances.
If a significant processing issue affects your order, we may contact you using the email address submitted during checkout.
Fulfillment Locations
UPETTO products may be dispatched from different warehouses or fulfillment facilities depending on factors including:
- Product availability.
- Inventory location.
- Customer destination.
- Package size.
- Product dimensions.
- Shipping method.
- Fulfillment efficiency.
Products included in the same order may occasionally be stored at different fulfillment locations.
For this reason, one order may arrive in multiple packages or on different delivery dates.
Regardless of the facility used to fulfill your purchase, UPETTO remains your point of contact for customer-service and shipping enquiries.
Estimated Delivery Time
Delivery times depend on several factors, including:
- Shipping destination.
- Selected shipping method.
- Carrier.
- Inventory location.
- Customs processing.
- Local delivery conditions.
For orders shipped to the United States, delivery will generally take approximately 3–5 business days after dispatch, depending on the destination and carrier.
Order processing and shipping time are calculated separately.
For example:
Processing: approximately 1 business day
Shipping & Delivery: approximately 2–4 business days
The estimated overall timeframe may therefore be approximately 3–5 business days for eligible U.S. orders.
International delivery times may vary depending on the destination country, customs procedures, carrier network, and local delivery services.
All delivery periods shown on our website are estimates and not guaranteed delivery dates, unless expressly stated otherwise.
Shipping Costs
UPETTO may offer complimentary standard shipping on qualifying orders over $75, subject to the conditions displayed on upetto.com or during checkout.
For orders that do not qualify for a free-shipping promotion, available shipping methods and any applicable charges will be displayed before you complete payment.
Shipping costs may depend on:
- Destination.
- Order value.
- Package weight.
- Package dimensions.
- Products ordered.
- Selected shipping method.
The shipping charge displayed during checkout will normally be the applicable shipping charge for that order unless otherwise stated.
Promotional free-shipping thresholds and other shipping offers may change from time to time.
Order Confirmation
After successfully submitting an order, you should receive an order-confirmation email at the email address entered during checkout.
Please review the confirmation carefully and verify:
- Products ordered.
- Product quantities.
- Shipping address.
- Recipient information.
- Customer contact details.
If you notice an error, contact us as soon as possible:
Email: service@upetto.com
Customer Service: 00852-8376236
We will make reasonable efforts to assist before fulfillment begins.
However, changes cannot be guaranteed after an order has entered processing, packing, or shipment preparation.
Tracking Your Order
Once your order has been dispatched and tracking information becomes available, you may receive a shipping confirmation containing:
- A tracking number.
- A tracking link.
- Carrier information where available.
Tracking details do not always update immediately after a shipping label is generated.
The carrier may need time to:
- Receive the parcel.
- Scan the package.
- Enter it into the carrier network.
- Update online tracking records.
For this reason, a temporary lack of tracking activity does not necessarily mean that your shipment has stopped moving.
If your order is divided into multiple shipments, you may receive more than one tracking number.
Split Shipments
UPETTO may divide an order into more than one shipment where reasonably necessary.
This may occur because of:
- Inventory stored at different facilities.
- Different product dimensions.
- Package-size requirements.
- Product availability.
- Carrier requirements.
- Fulfillment efficiency.
Different packages may arrive on different days.
You will not be charged additional shipping fees solely because UPETTO chooses to divide your order into multiple shipments.
Receiving Your Order
Packages are delivered to the shipping address submitted during checkout.
We recommend monitoring tracking information once your order has been dispatched.
After receiving your package, please inspect the order within a reasonable period and confirm that:
- The correct products were received.
- Product quantities are correct.
- No products appear damaged during transportation.
- No items or components appear to be missing.
If you identify a problem, contact our customer-service team as soon as reasonably possible.
Shipping Address Changes
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you discover an address error after submitting your purchase, contact:
as soon as possible.
Please include your order number and the correct shipping information.
We will make reasonable efforts to update the address before the package is dispatched.
However, address changes cannot be guaranteed after an order has entered fulfillment or been transferred to a carrier.
If an incorrect or incomplete address causes a package to be:
- Delayed.
- Redirected.
- Returned.
- Reshipped.
additional shipping charges may apply where permitted by applicable law.
Delivery Delays
Occasional shipping delays may occur because of circumstances outside UPETTO's reasonable control.
Examples include:
- Carrier delays.
- Severe weather.
- Public holidays.
- High shipping volumes.
- Transportation disruptions.
- Customs inspections.
- Remote delivery locations.
- Local delivery conditions.
- Natural disasters.
- Unexpected operational interruptions.
If your package has not arrived within the expected timeframe or tracking has not updated for an extended period, please contact us.
Provide where available:
- Your order number.
- Email address used at checkout.
- Tracking number.
We will review the available shipment information and, where appropriate, assist with a carrier or fulfillment investigation.
Packages Showing as Delivered
If tracking indicates that your order has been delivered but you cannot locate the package, please first check:
- Your mailbox.
- Front door or porch.
- Garage or side entrance.
- Building reception.
- Front desk.
- Mailroom.
- Parcel locker.
- Other members of your household.
- Neighbors who may have accepted the delivery.
- Any delivery notice left by the carrier.
You may also contact the carrier responsible for final delivery.
If the package still cannot be found, contact:
and provide your order number and tracking information.
We will review the available delivery information and assist with the appropriate next steps.
A tracking status marked “Delivered” does not automatically prevent us from reviewing a legitimate delivery concern.
Lost Packages
If tracking information suggests that an order may have been lost during transit, please contact our customer-service team and provide:
- Your order number.
- Tracking information.
- Email address used for the purchase.
We may need to open an investigation with the relevant shipping carrier or fulfillment provider.
Depending on the circumstances and outcome of the investigation, an appropriate resolution may include:
- Additional delivery assistance.
- Replacement where appropriate.
- Refund where applicable.
Please avoid opening multiple requests regarding the same shipment while an investigation is already underway, as duplicate requests may delay review.
Products Damaged During Shipping
If an UPETTO product arrives damaged during transportation, please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number.
- A brief description of the damage.
- Clear photographs of the product.
- Photographs of the product packaging.
- Photographs of the outer shipping package where applicable.
- A photograph of the shipping label where available.
Please retain the damaged product and original packaging until our team has reviewed your request or provided further instructions.
Incorrect or Missing Items
If you receive an incorrect product or believe part of your order is missing, first check whether your purchase was divided into multiple shipments.
Your shipping-confirmation emails may contain separate tracking numbers for different packages.
If the missing item is not included in another shipment, please contact:
and provide:
- Your order number.
- The product you received.
- The product or quantity that is missing.
- Relevant photographs where appropriate.
Our customer-service team will review the order information and assist you with the next steps.
International Shipping
International shipping availability depends on the destination and shipping methods available through checkout.
International shipments may require additional transit time because of:
- Cross-border transportation.
- Customs clearance.
- Destination-country regulations.
- Local carrier processing.
- Import procedures.
- Remote delivery destinations.
Please make sure your full shipping address and contact details are accurate when placing an international order.
Customs, Duties & Import Charges
International purchases may be subject to additional charges imposed by the destination country or local authorities.
These may include:
- Customs duties.
- Import taxes.
- VAT.
- Customs-processing fees.
- Brokerage charges.
- Carrier fees.
Unless otherwise expressly stated during checkout, such charges may be the responsibility of the recipient.
UPETTO does not determine or control:
- Customs decisions.
- Import-duty rates.
- Local tax rates.
- Customs-processing times.
- Charges independently imposed by government authorities or carriers.
Customs procedures may also affect estimated delivery times.
Refused or Undeliverable Packages
A shipment may be returned to the sender or fulfillment facility if:
- The delivery address is incomplete.
- The address is incorrect.
- Delivery attempts repeatedly fail.
- The recipient does not collect the parcel when required.
- The recipient refuses delivery.
- Required local carrier procedures are not completed.
If your package is returned, please contact UPETTO customer service.
Any potential reshipment, refund, or alternative resolution will be handled according to the circumstances of the order and our applicable store policies.
Additional shipping charges may apply where the package became undeliverable because of incorrect customer-provided information or refusal of delivery, subject to applicable law.
Returns
If you wish to return an UPETTO product, please contact us before shipping the product back.
Do not automatically send returns to:
- The address printed on the package.
- The original shipping origin.
- A fulfillment facility.
- Our registered company address.
The correct return address may be different.
After your return request has been reviewed, our customer-service team will provide applicable return instructions and the designated return address.
Unauthorized returns or products sent to an incorrect location may not be accepted or may experience significant processing delays.
Please review our Return & Refund Policy for complete return eligibility requirements and procedures.
Refunds
When an eligible returned product has been received and reviewed, an approved refund will generally be issued to the original payment method.
Once UPETTO has processed the refund, additional time may be required for your bank, card issuer, or payment provider to post the funds to your account.
UPETTO does not control third-party financial institution processing times.
Refunds, replacements, or other resolutions involving shipping issues will be handled according to the circumstances of each case and the applicable store policies.
Business Information
Brand Name: UPETTO
Website: upetto.com
Company Name: Shenzhen Qianyuansheng Trading Co., Ltd.
Registered Address: Room 8601, No. 50 Shanzuitou Road, Helian Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.
Email: service@upetto.com
Customer Service: 00852-8376236
Shipping Support
For questions concerning:
- Order processing.
- Shipping.
- Tracking.
- Delivery.
- Delayed packages.
- Missing shipments.
- Damaged products.
- Incorrect items.
- Returns.
- Other order-related matters.
please contact:
Email: service@upetto.com
Customer Service: 00852-8376236
When contacting us about an existing order, please include your order number and the email address used during checkout whenever possible so that we can locate and review your order efficiently.