Shipping Policy

Thank you for visiting and shopping with XX. The following terms constitute our Shipping Policy. This policy works together with our Refund & Return Policy — please review both before placing an order.

1. Order Processing Time

All orders are handmade to order and go through the following stages:

  • Design & Artist Review (Days 0–3): Our artists review your pet's features to capture every key detail for your custom XX. This is also the window during which personalized and custom orders can still be canceled or modified — see our Return Policy, Sections 2–3.

  • Engraving & Quality Assurance (Days 4–9): Your XX is engraved, polished, inspected, and packaged. Once an order enters this stage, it is considered in production and can no longer be canceled or refunded (only exchanged, per our Return Policy).

  • Shipping & Delivery (Day 9+): Once quality checks are passed, USPS typically picks up the order within 1 day. Transit generally takes an additional 4–7 business days.

Total estimated time: 7–14 business days, not including weekends or holidays. Processing may take slightly longer during high-volume periods (holidays, promotions).

2. Shipping Rates & Delivery Estimates

Shipping charges are calculated automatically and displayed at checkout before you complete your order.

3. Shipment Confirmation & Tracking

You'll receive a Shipment Confirmation email with tracking number(s) once your order ships. Tracking usually becomes active within 24 hours.

4. Can I change the delivery address on my order?

To ensure that your change request can be processed, we kindly ask that you contact us within 1-3 hours after placing your order. We will accept the change made within this period.
If you contact us within 12 hours after placing your order, we will still do our best to assist you with your change request. However, if your order has already been shipped, we regret to inform you that we will not be able to make any changes to the address.

5. Customs, Duties & Taxes

For international orders, any customs duties, import taxes, or related fees imposed by your country are the customer's responsibility and are not included in our shipping charges.

6. Damaged or Lost Packages

We want you to receive your product in perfect condition. If your order arrives damaged, or if tracking shows it as lost in transit:

  • Contact us at [support@XX.com] within 7 days of delivery (or expected delivery date, for lost packages) with your order number and photos of the damage/packaging, if applicable.

  • We will work directly with the shipping carrier to file a claim and confirm delivery status on your behalf — you do not need to contact the carrier yourself.

  • Once the claim is verified, we will provide a free replacement or full refund, in line with our [Refund & Return Policy, Sections 4 & 6].

  • If tracking confirms successful delivery, please first check your mailbox, front porch, or with household members/neighbors before contacting us — we'll still do our best to help investigate with the carrier, but once delivery is confirmed, replacement is offered on a case-by-case basis rather than guaranteed.

Please keep all original packaging and the damaged item until your claim is resolved, as the carrier may require this as proof.

7. Do you do international shipping?

Yes, we do! We work with high-quality cargo companies to ensure that we can ship our products to more than 160 countries around the world. Whether you're across the border or across the ocean, we can get your order to you safely and efficiently.

All orders are currently shipped from our facility in Vietnam.

Questions about your shipment? Contact us at [support@XX.com] — we're happy to help.