1. Overview

Joytree LLC (“Joytree,” “we,” “us,” or “our”) ships physical pet care deliverables exclusively to clients who purchase services including tangible materials. Our Shipping Policy applies only to these physical items—virtual pet consulting services (e.g., behavioral sessions, nutritional guidance, digital care plans) do not involve shipping. Physical deliverables may include printed pet care guides, custom training workbooks, behavior assessment checklists, and personalized pet wellness kits. We use protective packaging to ensure delicate materials (e.g., printed guides, small training tools) arrive in intact condition.

2. U.S. Continental Shipping (Timelines & Details)

Shipping Method Delivery Time Key Details
Standard Ground Shipping 3–5 business days Default shipping method for all physical deliverables
Expedited Shipping 1–2 business days Available for urgent requests (selected at checkout)
Priority Shipping 2–3 business days Recommended for time-sensitive materials (e.g., pre-consultation guides)
  • Processing Time: Physical deliverables are prepared and dispatched within 2–3 business days of your service booking confirmation or digital deliverable finalization (e.g., after your pet’s custom care plan is approved).
  • Tracking Notifications: A unique tracking number will be emailed to you once your package ships. You can track delivery status via our Website’s “Order Tracking” page or the carrier’s official portal (e.g., USPS, UPS).
  • Signature Requirements: For high-value packages (e.g., custom pet wellness kits over $150), a signature may be required upon delivery to ensure secure receipt.

3. International Shipping

  • International shipping is available to select countries (e.g., Canada, UK, Australia, New Zealand). To confirm eligibility for your location, email career@joytree.my with your full shipping address and service order number.
  • Delivery timelines: 7–14 business days (excluding customs processing, which may add 3–5 additional days).
  • Customs & Duties: International clients are responsible for all customs duties, taxes, and import fees imposed by their country. These charges are not included in your service fee and will be collected by the carrier upon delivery—we cannot estimate or cover these costs.
  • Restricted Items: Printed materials containing proprietary pet care methodologies may have import restrictions in some regions. We will notify you of any limitations before processing your shipment.

4. Shipping Restrictions

  • We do not ship to PO boxes, APO/FPO addresses, or U.S. territories (e.g., Puerto Rico, Guam) without prior written approval. Contact us to request exceptions.
  • Oversized or heavy packages (e.g., multi-volume pet care resource kits over 5 lbs) may require additional processing time—we will notify you of any delays before dispatching.
  • We reserve the right to refuse shipping to locations with known delivery restrictions or high risk of non-delivery (e.g., regions with unreliable postal services).

5. Lost, Damaged, or Delayed Packages

  • Delayed Packages: If your package does not arrive within the estimated timeline, contact us at career@joytree.my with your order number. Delays may occur due to carrier delays, customs holds (international orders), or inclement weather. We will assist in tracking and resolving the issue.
  • Lost Packages: If your package is marked “lost” by the carrier (not delivered within 7 days of the estimated date), we will initiate a carrier claim. Approved claims will result in a free replacement of the physical deliverables or a partial refund (equivalent to the value of the lost items).
  • Damaged Items: Report damaged or defective physical deliverables within 48 hours of delivery. Include photos of the item, packaging, and shipping label for verification. We will arrange a free replacement or issue a partial refund (for the damaged items) at no additional cost (for U.S. orders). International clients may be required to return the damaged item before a replacement is sent (return shipping costs for international orders are non-refundable).

6. Address Changes & Order Modifications

  • To change your shipping address or modify physical deliverables, email career@joytree.my within 24 hours of your service booking confirmation. Once a package is dispatched, address changes or modifications are not possible.
  • Incorrect or incomplete shipping information provided by the client may result in delivery delays, returned packages, or additional fees—we are not liable for issues caused by inaccurate details.

7. Need Help?

For questions about shipping, tracking, or physical deliverables, contact our client support team:

Email: career@joytree.my

Address: Joytree LLC, 61 IRVING ST, NEW HAVEN, CT 06511-4239, USA