AVERAPETS SHIPPING POLICY

Last updated: July 29, 2026

This policy applies to Averapets orders placed through Avera’s official website, Shopee, and TikTok Shop.

1. SHIPPING AREA

Averapets currently ships to addresses within Indonesia only.

Available courier and delivery options will be displayed during checkout based on the customer’s address, product type, parcel weight, courier capacity, and service availability.

2. OPERATING DAYS

Orders are processed from Monday to Friday, excluding Indonesian public holidays.

Averapets does not normally process orders or hand over parcels to couriers on Saturdays, Sundays, or public holidays.

Orders placed during these periods will begin processing on the next business day.

3. ORDER PROCESSING TIME

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Most orders are targeted for preparation within 1–2 business days. However, processing may take longer during promotional periods, double-date campaigns, payday campaigns, high-order-volume periods, stock verification, or circumstances outside Avera’s reasonable control.

4. SERVICE CUT-OFF TIMES

• Same-day order handover: payment confirmed before 3:00 PM WIB
• Instant Delivery: checkout and payment completed before 1:00 PM WIB
• Sameday Delivery: checkout and payment completed before 3:00 PM WIB

Orders received after the applicable cut-off time may be processed on the next business day.

Instant and Sameday services are not available for every product, parcel weight, location, or ordering time. Availability is determined by the delivery options shown during checkout.

Cut-off times do not guarantee that the courier will deliver the parcel at a specific time.

5. DELIVERY ESTIMATES

Estimated delivery times follow the information provided by the courier or marketplace during checkout.

All delivery times are estimates only and are not guaranteed.

Actual delivery times may be affected by:

• Destination location
• Courier capacity and operations
• Weather and traffic conditions
• Public holidays
• Promotional periods or order surges
• Emergency situations or operational disruptions
• Other circumstances outside Avera’s reasonable control

6. SHIPPING FEES AND PROMOTIONS

Shipping fees are calculated based on the destination address, parcel weight, parcel dimensions, delivery service, and the policies of the courier or marketplace.

Free shipping or subsidized delivery is only available when included in an Avera or marketplace promotion and is subject to the applicable promotional terms.

Original shipping fees are generally non-refundable unless otherwise required by law, determined by the marketplace, or approved by Avera.

7. PACKAGING

Avera uses protective packaging appropriate for the size and characteristics of each product.

Large products, including 10 kg pet-food bags, may be packed using cartons, protective sacks, additional plastic wrapping, bubble wrap, or another suitable combination of protective materials.

Additional bubble wrap may be available as an add-on when displayed on the product page or checkout page.

The use of bubble wrap does not guarantee that the parcel will be completely free from minor dents caused during transportation.

8. CUSTOMER ADDRESS AND RECIPIENT INFORMATION

Customers are responsible for ensuring that the recipient’s name, telephone number, address, postal code, and location instructions are complete and accurate.

Avera is not responsible for delays, incorrect delivery, or failed delivery caused by incorrect or incomplete information submitted by the customer.

However, Avera will make reasonable efforts to assist the customer in contacting the courier if a correction is still possible.

Address changes may no longer be possible after the order has been processed or a tracking number has been issued.

9. RECIPIENT UNAVAILABLE

When the recipient cannot be contacted or is unavailable at the delivery location, the courier may:

• Attempt redelivery
• Temporarily hold the parcel
• Return the parcel to the sender
• Take another action permitted under the courier’s policy

Any additional shipping costs caused by an incorrect address or recipient unavailability may be charged to the customer.

10. DELAYED OR LOST PARCELS

When a parcel is delayed or suspected to be lost, the investigation and any compensation will follow the applicable courier or marketplace policy.

Avera will assist by providing order information and submitting a report when necessary.

The courier’s decision regarding the parcel’s status and any compensation remains subject to the courier’s investigation.

For marketplace orders, customers must also use the official help or dispute feature before the marketplace deadline expires.

11. ORDER CONSIDERED DELIVERED

An order is considered received when the customer confirms receipt through the website or marketplace.

When a marketplace automatically completes an order after a certain period, the order status will also follow the applicable marketplace terms.

Customers are strongly advised to inspect the parcel and record a complete unboxing video before confirming receipt.

12. DAMAGED OR INCORRECT ORDERS

Customers must record a complete unboxing video beginning while the shipping package is still sealed.

Any complaint must be submitted within 2 × 24 hours after receiving the parcel by email to:

hello@avera.id

The complaint must include the order number, photo of the shipping label, photographs of the parcel or affected product, and the original unboxing video file.

13. CONTACT INFORMATION

Email: hello@avera.id
WhatsApp: 0821-1446-6445
Customer Service hours: Monday–Friday, 9:00 AM–5:00 PM WIB, excluding Indonesian public holidays.