Shipping policy

We get your order out fast.

Here's everything you need to know.

We know waiting is the worst part. So we've made our shipping as transparent as possible — no surprises, no small print.

Shipping at a glance

📦  Ships from:  Hong Kong

🚚  Standard delivery:  6 – 9 business days

⚡  During high demand periods:  Allow up to 13 business days

💸  Free shipping:  Available on qualifying orders

🔍  Order tracking:  Tracking link sent by email once dispatched

Order processing

All orders are processed within 1–2 business days of payment confirmation. You'll receive a dispatch confirmation email with your tracking number as soon as your order leaves our warehouse in Hong Kong.

Orders placed on weekends or public holidays will be processed on the next available business day.

Delivery times

Once dispatched, standard delivery takes 6 to 11 business days to most destinations worldwide.

During high-demand periods — such as holidays, sale events, or peak seasons — please allow an additional 6 days on top of the standard window. This gives you a realistic expectation of up to 17 business days in total.

These are estimated delivery windows, not guarantees. Occasional delays caused by customs clearance or local postal services are outside our control. If your order hasn't arrived within the estimated window, please contact us at info@mypenora.com and we'll look into it straight away.

Tracking your order

Every Penora order comes with full tracking. Here's how it works:

→  You place your order and receive an order confirmation email immediately.

→  Within 1–2 business days, your order is dispatched and you receive a shipping confirmation email with your tracking link.

→  Use the tracking link to follow your order from Hong Kong to your door.

→  If tracking hasn't updated in 5+ business days, don't worry — this can happen during international transit. Email us and we'll check on it for you.

Customs and import duties

Penora ships internationally from Hong Kong. Depending on your country, your order may be subject to customs fees, import duties, or taxes upon arrival. These charges are set by your local government and are outside of our control.

Any customs fees are the responsibility of the customer. We recommend checking your country's import regulations if you're unsure.

Most standard orders pass through customs without any additional charges — but we want to be upfront so there are no surprises.

Wrong address or missing order?

Please double-check your shipping address at checkout — we dispatch quickly and cannot always amend details after an order is placed.

If your order is marked as delivered but you haven't received it, or if it appears lost in transit, email us at info@mypenora.com within 30 days of the estimated delivery date and we will resolve it for you.

Questions about your shipment?

We're here to help. Just email us and we'll get back to you within 24 hours.

info@mypenora.com

With love for your dog (and your floors),

The Penora Team