Shipping & Delivery

Last Updated: October 15, 2026

Thank you for shopping with stivak. We are committed to providing a convenient and dependable shopping experience for pet owners. We aim to ensure that your pet products are carefully prepared, shipped, and delivered as efficiently and securely as possible.

This Shipping & Delivery Policy explains our order processing procedures, shipping fees, estimated delivery times, shipment tracking, and other important delivery information.

1. Order Processing

Once your order has been successfully placed and payment has been confirmed, our fulfillment team will begin preparing your items for shipment.

Orders are generally processed within 1–3 business days.

During this period, we may verify product availability, prepare your items for dispatch, and coordinate shipping arrangements with our fulfillment and logistics partners.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Please note that order processing time is separate from the estimated shipping and delivery time.

During busy shopping seasons, promotional events, or periods of unusually high demand, order processing may occasionally take longer than expected.

2. Shipping Fees & Estimated Delivery Time

stivak offers shipping services to supported countries and regions through our logistics and fulfillment partners.

Our standard shipping arrangements are as follows:

• Standard Shipping Fee: USD $5.99 per order

• Order Processing Time: 1–3 business days

• Estimated Delivery Time: 10–20 business days after shipment

The estimated delivery time begins when your order has been dispatched, not when the order is initially placed.

Delivery estimates may vary depending on the shipping destination, carrier services, customs clearance, and other transportation conditions.

Any applicable shipping fees will be displayed at checkout before you complete your purchase.

3. Shipping Delays

We work with our logistics partners to support timely and reliable deliveries. However, unexpected delays may occur due to circumstances outside our reasonable control.

Potential causes of shipping delays include:

• Customs inspections and clearance procedures

• Severe weather conditions

• Public holidays

• Transportation disruptions

• Carrier delays or operational issues

• High shipping volumes during promotional or holiday seasons

• Other unforeseen logistical circumstances

We appreciate your understanding when unexpected shipping conditions affect delivery schedules.

If your shipment experiences a significant delay, please contact our customer support team for assistance.

4. Order Tracking

Once your order has been dispatched, you will generally receive a shipping confirmation email containing your tracking number.

You may use the tracking number to monitor the progress of your shipment through the designated carrier or a compatible parcel tracking service.

For international shipments, you may also use a tracking platform such as:

17TRACK: https://www.17track.net

Please allow approximately 48–72 hours after shipment for tracking information to appear or become updated in the carrier's tracking system.

Tracking updates may occasionally be delayed while packages are transferred between logistics facilities or international shipping partners.

5. Multiple Shipments

Orders containing several products may occasionally be divided into multiple shipments depending on inventory availability, product packaging requirements, or fulfillment arrangements.

If your order is shipped in separate packages:

• Each package may have its own tracking number.

• Packages may arrive on different dates.

• Shipping confirmation emails may be sent separately.

• Delivery times may vary between individual packages.

Receiving only part of your order does not necessarily mean that the remaining products are missing.

If you need assistance locating additional shipments, please contact support@stivak.com.

6. Order Changes & Cancellations

If you need to modify your shipping address, contact information, or ordered products, please contact our customer support team within 12 hours of placing your order whenever possible.

Email: support@stivak.com

Please include:

• Order Number

• Email Address Used for the Order

• Details of the Requested Change

We will make reasonable efforts to accommodate your request before the order enters the fulfillment or shipping process.

However, modifications cannot be guaranteed once warehouse processing has begun.

Orders that have already been dispatched generally cannot be modified or cancelled through the standard cancellation process.

For additional information about cancellations, returns, and refunds, please refer to our Return & Refund Policy.

7. Failed Delivery Attempts

If the shipping carrier is unable to complete delivery, it may attempt redelivery, leave a delivery notice, or hold the package at a designated collection location.

Customers may be required to contact the carrier directly to arrange redelivery or collection.

Please ensure that your shipping address and contact information are complete and accurate when placing an order.

If a package is returned because of an incorrect address, unsuccessful delivery attempts, or failure to collect the package within the carrier's holding period, additional shipping charges may apply where permitted by applicable law and disclosed purchase terms.

We will review delivery-related concerns based on the circumstances and any applicable consumer protection requirements.

8. Delayed Shipments

Occasional delays in tracking updates are normal, particularly for international shipments.

A tracking status that remains unchanged for several days does not necessarily mean that the package has been lost.

If your tracking information has shown no updates for more than 7 days, please contact our customer support team.

Email: support@stivak.com

Please provide your Order Number and tracking information, if available.

Our team will review the shipment details and, where appropriate, assist with inquiries to the relevant shipping carrier.

9. Lost or Missing Packages

If a shipping carrier officially confirms that a package has been lost during transit, stivak will review the situation and work toward an appropriate resolution.

Depending on the circumstances and applicable law, available solutions may include:

• Sending a replacement product

• Issuing a refund

• Providing another appropriate resolution

If tracking information shows that a package was delivered but you cannot locate it, we recommend checking:

• Your mailbox or designated delivery area

• Household members

• Neighbors

• Building reception or property management

• The shipping carrier

Please contact support@stivak.com if you are unable to locate your package.

We will review the available delivery information and assist with the investigation where appropriate.

Responsibility for missing or stolen packages after a reported delivery will be assessed based on delivery evidence, the circumstances of the shipment, and applicable law.

10. Shipping Locations

stivak serves customers in supported countries and regions through our shipping and logistics partners.

Orders may be dispatched from different fulfillment facilities depending on product availability, destination, and logistical arrangements.

Shipping availability may vary by country or region due to carrier restrictions, customs requirements, or applicable regulations.

If we are unable to fulfill delivery to your specified destination, we will notify you and arrange an appropriate refund for the affected order.

11. Customs Duties & Import Taxes

For international shipments, customs duties, import taxes, or other fees may apply depending on the destination country's regulations.

Unless otherwise stated during checkout, customers may be responsible for applicable import duties, customs charges, or similar fees imposed by local authorities.

These charges are determined by the relevant customs authorities and are generally outside our direct control.

We recommend checking applicable import requirements before placing an international order.

Where required by law, mandatory fees and relevant charges will be disclosed in accordance with applicable requirements.

12. Customer Responsibilities

To help ensure a smooth delivery experience, customers are encouraged to:

• Provide complete and accurate shipping information.

• Verify contact details before completing checkout.

• Monitor shipping confirmation and tracking notifications.

• Respond promptly to carrier delivery notices when necessary.

• Arrange package collection when required by the carrier.

• Contact customer support if a shipment appears significantly delayed or missing.

Please note that estimated delivery times are provided for reference and are not guaranteed arrival dates.

Nothing in this Shipping & Delivery Policy limits rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.

13. Contact Us

If you have questions about order processing, shipping fees, tracking information, delivery delays, or missing packages, please contact our customer support team.

To help us assist you efficiently, please include your Order Number and the email address associated with your purchase.

Brand Name: stivak

Company Name: Xenlix LLC

Customer Service Email: support@stivak.com

Customer Service Phone: +1 214-669-2038

Registered Business Address:

490 S Van Ness Unit 515
San Francisco, CA 94103
United States

Thank you for choosing stivak. We appreciate your trust and look forward to providing practical pet products and a convenient shopping experience for you and your pets.