Shipping Policy

Effective Date: February 06, 2026

At Pegoca, we know that waiting for a package is hard, especially when that package is a beautiful new dining station for your four-legged best friend. We imagine your pup is already wagging their tail in anticipation!

Our goal is to bridge the gap between our woodshop and your home as quickly and safely as possible. We operate on a Direct-to-Consumer model, meaning every order is handled by our own team, ensuring that the craftsmanship you see on our site is exactly what arrives at your door. Please review the following policy to understand how we handle the logistics of shipping premium wooden pet furniture.

1. SHIPPING DESTINATIONS

Pegoca ships to pet lovers worldwide. We currently serve:

• North America: United States, Canada.

• Europe & UK: United Kingdom, France, Germany, Italy, Spain, Netherlands, Belgium, Austria, Portugal, Sweden, Denmark, Finland, Ireland, Switzerland, Norway.

• Oceania: Australia, New Zealand.

A Note on Addresses: Our wooden stands are sturdy furniture pieces, often packaged in large boxes to protect the legs and bowls. We strongly recommend using a physical street address for delivery. While we can ship to P.O. Boxes via certain carriers, using a physical address often ensures a faster and more secure delivery experience.

2. PROCESSING TIME

Because Pegoca offers both standard sizes and personalized options (like engraving your dog’s name), our fulfillment timeline depends on the specific item you choose.

A. Ready-to-Ship Items (Standard Collection)

• Definition: Standard stands in popular heights (Small, Medium, Large) and finishes (Walnut, Oak) without personalization.

• Processing Time: 1–2 Business Days.

• These items are pre-crafted, finished, and stocked in our warehouse. We simply pick, inspect, and pack them. Orders placed before 2:00 PM (EST) often ship the same day.

B. Personalized & Custom Orders

• Definition: Any stand that requires Name Engraving, custom height adjustments, or special non-stock finishes.

• Processing Time: 3–5 Business Days.

• Why the wait? Quality takes time. When you order a personalized stand, we take a raw piece, laser engrave your pup’s name, sand it down by hand, and apply a fresh coat of waterproof sealant. We must allow the finish to cure properly before packing to ensure it is food-safe and durable.

Note: If your order contains both standard and custom items, we will ship the entire order together once the custom piece is ready.

3. SHIPPING RATES & ESTIMATED DELIVERY

Shipping heavy hardwood furniture and ceramic bowls is technically expensive. However, we want to make elevated dining accessible to every pet owner. We offer a Subsidized Flat Rate, meaning Pegoca absorbs the majority of the shipping costs.

Free Shipping: We are delighted to offer FREE Standard Shipping on all orders with a subtotal over $249.00 USD.

Note: “Shipping Time” is the transit time after the carrier picks up the package. External factors like holidays or severe weather may affect these estimates.

4. DUTIES & TAXES (DELIVERED DUTY PAID – DDP)

Whether you are in New York or London, we believe the price you see should be the price you pay. Pegoca operates on a DDP (Delivered Duty Paid) basis for all international destinations listed above.

• No Surprises: We calculate and pay all import duties, VAT, and customs taxes on your behalf.

• Seamless Delivery: You will not be asked to pay extra fees by the delivery driver. Your package will breeze through customs and arrive directly at your door.

5. PACKAGING (“PAW-PROOF” PROTECTION)

Shipping a wooden stand with bowls requires a fortress of packaging. We don’t want you to open the box and find a chipped bowl or a dented leg.

• Component Isolation: The wooden stand and the bowls (if included) are packaged in separate internal compartments. This prevents the hard ceramic/steel bowls from banging against the wood finish during transit.

• Reinforced Corners: The legs and corners of the stand are the most vulnerable. We use high-density foam corner guards to absorb impact if the box is dropped.

• Water-Resistant Wrap: The wood is wrapped in a protective layer to prevent humidity changes during air travel from affecting the grain.

• Double-Walled Boxes: We use heavy-duty corrugated cardboard designed to withstand international logistics.

6. TRACKING YOUR ORDER

• Confirmation: You will receive an email with your Tracking Number as soon as your shipping label is generated.

• Activation: Please give the tracking link 24–48 hours to update. It is normal for the status to show “Label Created” while the package is being sorted by the carrier (UPS/FedEx) at their hub.

• Updates: You can track the journey of your package directly on our website or the carrier’s portal.

7. DAMAGES & ISSUES 

Accidents happen, even with the best packaging. If your order arrives damaged (e.g., a cracked leg, a broken ceramic bowl), we will make it right immediately.

• Reporting: Please inspect your package upon arrival. Contact us at [email protected] within 72 hours of delivery.

• Evidence: Please provide:

  • Your Order Number.

  • Photos of the damaged item.

  • Photos of the outer box condition.

• Resolution: We will send a free replacement part (e.g., just the bowl or just the stand) or a full replacement unit depending on the damage. You typically do not need to return the broken items (safety first—don’t handle broken ceramic!).

8. CANCELLATIONS & MODIFICATIONS

A. For Ready-to-Ship Orders

You may cancel or modify your order within 12 hours of placement, provided a shipping label has not been created.

B. For Personalized/Custom Orders (Important)

• Cancellation Window: You have 24 hours from the time of purchase to cancel a personalized order.

• Production Lock: After 24 hours, our team begins the laser engraving process. Once your dog’s name is etched into the wood, the item cannot be un-made. Therefore, custom orders cannot be canceled after this 24-hour window.

• Address Changes: If you need to change the shipping address, please email us immediately. Once shipped, carrier rerouting fees (approx. $15–$20) will apply.

9. LOST OR STOLEN PACKAGES

• Tracking Shows “Delivered” but Missing:

  • Check your porch, garage, or mailroom.

  • Ask household members or neighbors.

  • Wait 24 hours (carriers sometimes scan early).

• Still Missing: Contact us immediately. We will assist you in filing a claim with the carrier. While we are not responsible for packages stolen after delivery, we will work with you to find a fair solution.

10. CONTACT US

If you have questions about box dimensions (to see if it fits in your parcel locker) or expedited shipping options, please reach out.

• Email: [email protected]

• Address: 17390 Riva Ridge Dr, Moreno Valley, CA 92555

• Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)