Orders

When your parcel is handed to the carrier we email you a tracking number together with a direct link. You can follow the shipment at any time on our Order Tracking page by entering the order number and the billing email used at checkout.

What the statuses mean:

  • Processing — payment received, your order is being picked or produced.
  • Shipped — the parcel has left our warehouse and the tracking number is live.
  • In transit — with the carrier. International scans can pause for several days at a transfer hub, which is normal.

If the tracking has not moved for more than five working days, send us the order number at [email protected] and we will open a trace with the carrier on your behalf.

You may return most unused items within 30 days of delivery for a refund or exchange. To be eligible, the item must be unused, in the condition you received it, and in its original packaging with any tags attached. Proof of purchase is required.

For hygiene and safety reasons the following cannot be returned: opened food, treats and chews, prescription and veterinary diets, and any item that has been worn by a pet. Sale items are refunded only if they arrive faulty or damaged.

To start a return, email [email protected] with your order number and a photograph of the item. We will confirm the return address and the next steps. Once the item reaches us we inspect it, then notify you of approval, and approved refunds are credited to your original payment method. Buyers cover the cost of return shipping unless the item was faulty or incorrect.

The full terms are set out in our Refund and Returns Policy.

WLTX PET ships from our facility in Dongguan, China, to retail customers and trade buyers worldwide. Orders placed through the online store are picked and packed as soon as payment clears, and you receive a tracking number by email as soon as the parcel leaves our warehouse.

Lead times to plan around:

  • Stocked retail items: dispatched on the next working day after payment.
  • Bulk and custom orders: a production lead time of 7 to 15 days, confirmed in writing on your order before we start.

Delivery time after dispatch depends on the destination and the service selected at checkout. Import duties, VAT and customs clearance charges are set by the destination country and are the responsibility of the buyer. If you need a freight quote for a pallet or container, contact us and we will arrange door-to-door pricing.