shipping-policy
Last updated: 30 July 2026
This Shipping Policy applies to orders placed through the BuddyOra online store and delivered to customers located within the European Union (EU).
1. Shipping Destinations
We currently ship to EU member countries only.
Delivery availability will be confirmed at checkout. If your address cannot be selected or accepted by our checkout system, we are unable to deliver to that location.
2. Free Standard Shipping
We offer free standard shipping on all orders delivered to addresses within the EU, with no minimum purchase required.
If expedited, premium or other paid delivery options are available, any additional shipping fees will be clearly shown at checkout before you place your order.
3. Taxes, VAT and Customs Duties
For EU deliveries, all prices shown on our website are inclusive of applicable taxes, VAT, customs duties and import fees.
The total amount displayed at checkout is the final amount you pay for your order and delivery. You should not be asked to pay any additional customs duties, import taxes or handling fees upon delivery.
In the unlikely event that a courier, customs authority or third party requests additional payment, please contact our support team before making any payment so we can help review and resolve the matter.
4. Order Processing and Delivery Times
Orders are shipped directly from Shenzhen, China to the delivery address provided at checkout.
Estimated delivery time for EU orders is 10–13 business days after dispatch.
Please note that this estimate does not include order processing time. Business days exclude weekends and public holidays in China and in the destination country.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, where available.
Delivery times are estimates only and are not guaranteed. Delays may occasionally occur due to customs inspections, courier delays, weather conditions, public holidays, shipping disruptions, force majeure events, or incorrect or incomplete delivery information.
5. Delivery Address and Responsibility
We are responsible for your order until it has been successfully delivered to you, your authorised recipient, or the delivery address provided at checkout.
Please make sure your delivery address is accurate and complete before placing your order. If you notice an error, contact us as soon as possible. We will do our best to help, but we cannot guarantee that delivery details can be changed once an order has been dispatched.
If a parcel cannot be delivered due to an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel where required, additional shipping or return costs may apply.
6. Lost, Delayed or Damaged Parcels
Please contact us promptly if:
- Your order has not arrived within the estimated delivery window
- Tracking shows the parcel as delivered, but you have not received it
- Your parcel arrives visibly damaged
- Items are missing or damaged in transit
To help us investigate and resolve the issue, we may ask you to provide your order number, photos of the parcel, product, packaging and shipping label.
For returns, warranty claims and after-sales support, please refer to our dedicated Returns and Warranty pages.
7. Return Shipping Costs
For full details on return eligibility, warranty coverage and after-sales support, please visit our Returns and Warranty pages. The summary below explains who is responsible for return shipping costs in common situations.
Change-of-mind returns
If you wish to return an item because you changed your mind, ordered the wrong product, or for any reason unrelated to product quality, you are responsible for the cost of return shipping.
Please contact us before sending anything back so we can provide return instructions. We recommend using a trackable shipping service. You remain responsible for the item until it is received at the designated return address.
Defective or faulty items
If a product needs to be returned due to a confirmed quality issue or manufacturing defect, we will cover reasonable return shipping costs and prioritise sending a replacement of the same model and specifications, where applicable.
Please contact our support team before returning the item so we can review the issue and arrange the next steps. For complete warranty terms, please refer to our Warranty page.
8. Contact Us
If you have any questions about shipping or delivery, please contact us:
Chengdu Paw Era Technology Co., Ltd.
Brand: BuddyOra
Email: support@paw-smart.com
Address: Tianfu New Area, Sichuan, China