Shipping Policy

Last updated: July 25, 2026

This Shipping Policy outlines the shipping terms, delivery timeframes, and related procedures for orders placed at www.auren.pet. By placing an order, you agree to the terms described below.



1. Order Processing


  • Processing Time: All orders are processed within 1-2 business days (Monday through Friday, excluding Hong Kong public holidays) after payment confirmation.
  • Weekend & Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.
  • Order Confirmation: After placing your order, you will receive a confirmation email detailing the ordered items, shipping address, and order summary. Please review the details carefully and contact us immediately at info@auren.pet if you notice any errors.
  • Address Accuracy: Your order will be shipped to the address provided at checkout. Auren Pet is not responsible for delays or non-delivery resulting from incorrect or incomplete shipping addresses. Any package returned to us due to an incorrect address will be re-shipped at your expense.


2. Pre-Order Shipping


  • Auren M1 Founder's Preorder: The estimated shipping window is Q4 2026. This timeline is an estimate and may be adjusted if certification, production, or logistics require additional time.
  • If a material timeline change occurs, Auren Pet will notify customers by email.
  • Pre-orders are charged at the time of purchase. You may cancel a pre-order at any time before shipment for a full refund. Once shipped, the standard return policy applies.
  • The first checkout charges the hardware preorder only. Auren Care subscription charges begin after the first free month, once the device is activated.


3. Shipping Methods and Delivery Times


We offer free standard shipping on all orders worldwide. No minimum order required. All shipments are fulfilled through YunExpress (云途物流), our primary international logistics partner.


Estimated delivery times by destination (conservative estimates based on actual carrier performance; expressed in business days):


Asia Pacific



North America



Europe



Destination Estimated Delivery Time
Hong Kong & Macau 5-8 business days
Mainland China 7-10 business days
Japan 8-12 business days
South Korea 8-12 business days
Singapore 7-10 business days
Malaysia 10-14 business days
Thailand 8-12 business days
Vietnam 8-12 business days
Indonesia 12-18 business days
Philippines 10-14 business days
Australia 12-16 business days
New Zealand 10-14 business days
Destination Estimated Delivery Time
United States (contiguous 48 states) 10-15 business days
Canada 10-14 business days
Mexico 12-16 business days
Destination Estimated Delivery Time
United Kingdom 8-12 business days
Germany 10-14 business days
France 10-14 business days
Italy 10-14 business days
Spain 10-14 business days
Netherlands 10-14 business days
Belgium 10-14 business days
Austria 10-14 business days
Sweden 10-14 business days
Denmark 10-14 business days
Poland 10-14 business days
Ireland 10-14 business days
Portugal 10-14 business days
Finland 10-14 business days
Greece 12-16 business days
Switzerland 9-12 business days
Norway 10-14 business days
Other EU countries* 12-18 business days

*\*Includes Czech Republic, Hungary, Romania, Bulgaria, Croatia, Slovenia, Slovakia, Estonia, Latvia, Lithuania, Luxembourg, Malta, Cyprus.*


Middle East



Latin America



Africa



Important Delivery Notes


  • Delivery times are estimates only and are not guaranteed. Actual delivery times depend on destination country customs processing, local postal service efficiency, holiday seasons, weather conditions, and other factors beyond our control.
  • Remote or rural areas within a country (e.g., Alaska, Hawaii, Puerto Rico for the US; Hokkaido/Okinawa for Japan) may require additional 3-7 business days.
  • Deliveries may take longer during peak periods (holiday seasons, major promotional events) or if your parcel is selected for customs inspection.
  • The estimated delivery time is calculated from the date of dispatch (when tracking becomes active), not the date of order placement.
  • P.O. Box addresses are not accepted. A physical street address is required for delivery.

Destination Estimated Delivery Time
United Arab Emirates 10-14 business days
Saudi Arabia 12-16 business days
Israel 10-14 business days
Qatar, Kuwait, Bahrain 12-16 business days
Destination Estimated Delivery Time
Brazil 20-28 business days
Argentina 20-28 business days
Chile 20-26 business days
Colombia 20-26 business days
Peru 18-26 business days
Destination Estimated Delivery Time
South Africa 12-16 business days
Nigeria, Ghana, Kenya 15-20 business days
Morocco 14-18 business days

4. Shipping Carrier


We partner with YunExpress (云途物流) as our primary international logistics provider. YunExpress provides end-to-end tracking and delivery through their global network, with final-mile delivery handled by local postal services or courier partners in the destination country (e.g., USPS in the United States, Evri in the United Kingdom, DHL in Germany).



5. Tracking Your Order


  • Once your order has been dispatched, you will receive a shipment confirmation email containing:
  • Your order number.
  • A tracking number.
  • A link to track your package.
  • Track your package at any of the following platforms:
  • YunExpress Tracking: https://www.yuntrack.com/
  • 17TRACK: https://www.17track.net
  • AfterShip: https://www.aftership.com/couriers/yunexpress
  • Tracking information typically becomes active within 24-48 hours of dispatch. If your tracking number shows no activity after 48 hours, please contact us.
  • For international orders, tracking updates may become less frequent once the package arrives in the destination country and is handed over to local delivery services. You can use the same tracking number on your local postal service's website.
  • Tracking information is available for approximately 60 days after shipment. We are unable to assist with tracking inquiries beyond this period.


6. Customs, Duties, and Taxes


  • Import duties, taxes, customs clearance fees, and any additional charges imposed by the destination country are the responsibility of the customer.
  • These charges are not included in our product prices or shipping fees and are not collected by Auren Pet at checkout (unless explicitly stated for your region).
  • Charges vary by country and are determined by your local customs authority based on the declared value and product classification of the goods.
  • We declare the actual purchase value of the goods on all customs documentation as required by law. We cannot mark packages as "gift" or declare a lower value.
  • Customs processing may delay delivery times. We are not responsible for delays caused by customs clearance procedures.
  • If a package is refused by customs or the customer fails to pay applicable duties within the required timeframe, the package may be abandoned or returned to us. In such cases:
  • Return shipping costs and any associated fees will be deducted from your refund.
  • If the package is abandoned or destroyed by customs, no refund will be issued.
  • We strongly recommend contacting your local customs office for information about potential duties and taxes before placing your order.


7. Shipping Restrictions


  • We ship to most countries and regions worldwide. If your destination is not available at checkout, please contact us at info@auren.pet.
  • We do not ship to P.O. Box addresses, military addresses (APO/FPO), or Amazon warehouse addresses.
  • Certain remote or restricted areas may have limited service. We will notify you if your shipping address is affected.
  • Island territories and overseas regions may have extended delivery times or be excluded from our standard shipping coverage. Please contact us before ordering if you are located in a remote island region.


8. Address Changes


  • Contact us immediately at info@auren.pet if you need to correct your shipping address after placing an order.
  • We will make every effort to update your address before dispatch, but we cannot guarantee changes can be made once the order has been processed.
  • If an address change results in additional shipping costs, you will be responsible for the difference.
  • Once a package has shipped, we are unable to redirect it. If the package is returned due to an incorrect address, re-shipment will be at your expense.


9. Lost, Delayed, or Damaged Shipments


9.1 Lost Packages

If tracking shows no updates for 20 or more business days after dispatch (or 30 business days for Latin American destinations), please contact us at info@auren.pet. We will:

  1. Investigate the status with the carrier.
  2. If the package is confirmed lost, send a replacement at no cost or issue a full refund, based on your preference.

9.2 Damaged in Transit

  • If your package arrives visibly damaged, please note the damage with the carrier upon delivery and, if appropriate, refuse delivery.
  • Contact us within 7 calendar days of delivery at info@auren.pet with:
  • Your order number.
  • Clear photos of the damaged product and packaging.
  • A photo of the shipping label.
  • We will arrange a replacement shipment or full refund at no cost to you.

9.3 Package Marked as Delivered but Not Received

  • First, check around your property, with neighbors, and with your local post office. Packages may be marked as delivered before actual delivery.
  • If you still cannot locate the package after 3 business days, contact us. We will initiate a carrier investigation.


10. Shipping Insurance


Standard shipments include basic carrier liability coverage. For additional protection, customers may contact us about enhanced shipping insurance options. Insurance claims are subject to carrier investigation and the terms of the applicable coverage.



11. Force Majeure


Auren Pet shall not be liable for any failure or delay in shipping or delivery caused by circumstances beyond our reasonable control, including but not limited to:

  • Acts of God, natural disasters, severe weather conditions.
  • War, terrorism, civil unrest, riots.
  • Government actions, trade restrictions, customs embargoes, or regulatory changes.
  • Pandemics, epidemics, or public health emergencies.
  • Labor strikes, lockouts, or industrial actions.
  • Transportation or supply chain disruptions.
  • Customs inspection delays or clearance holds.

In the event of a force majeure delay, we will notify you via email and work to fulfill your order as soon as conditions permit.



12. Order Cancellation


  • Before Shipment: Orders may be cancelled for a full refund. Contact info@auren.pet with your order number as soon as possible.
  • After Shipment: Once dispatched, orders cannot be cancelled. You may refuse delivery upon arrival, after which our standard return process applies per our Refund Policy. Return shipping charges may apply for non-defective returns.


13. Contact Us


For all shipping, order tracking, and delivery inquiries:


  • Email: info@auren.pet
  • Phone: +852 9576 4783
  • Address: Auren Innovation, No. 52 Hung To Road, Kwun Tong, Kowloon, Hong Kong SAR

We aim to respond to all shipping inquiries within 1 business day.



*This Shipping Policy was last updated on July 25, 2026.*