Shipping policy

Shipping Policy

Every Pawrelic keepsake is made for your pet. Here is what to expect before and after your order ships.

1. Delivery Time

Transit time starts after dispatch and is separate from production. Timing varies by destination and shipping service; contact us before ordering for an estimate. Customs, holidays, and carrier disruptions may affect arrival dates.

If you need faster delivery, ask us about available expedited options and any additional cost. Expedited shipping does not automatically shorten custom production.

2. Production & Dispatch

Our current estimated dispatch time is 2–4 weeks. Check your product page for any item-specific production information. This is the time before your keepsake ships; transit time is additional.

3. Packages Lost in Transit

If you believe your parcel is lost, send us your order and tracking numbers. We will review the shipment with the carrier and help determine the appropriate next steps.

4. Shipping Destinations & Charges

We offer free shipping on all products to the destinations available at checkout, with no minimum purchase. Carrier restrictions may limit service to some locations.

5. Shipping Confirmation & Tracking

We send your tracking details by email when your order ships. Updates may take time to appear after the carrier’s first scan. Contact us if tracking appears stalled or you cannot locate your shipping confirmation.

6. Carriers & Packaging Checks

The carrier and local delivery partner depend on your destination and service. Before every order ships, we record its packaging and send you the video.

If an item arrives damaged or is missing, keep the packaging and contact us with photos and an unboxing video if available.

7. Shipping Address Accuracy

Check your address, postal code, and contact details before ordering. Tell us immediately if anything needs correcting. Changes after dispatch may not be possible. If an address error requires reshipping, we will confirm the arrangements and any cost with you.

8. Parcels Marked as Delivered

If tracking shows delivery but you cannot find the parcel, check the delivery location and with household members, then contact the carrier and us. We will help review the delivery record.

9. Duties, Taxes & Import Charges

Import duties or charges not collected at checkout may be payable to customs or the carrier and are the recipient’s responsibility where applicable. Your local customs office can explain destination-specific requirements.

10. Need Help?

Email xuebinzheng42@gmail.com or use our contact form. Include your order number and, when available, tracking details.

For return or refund requests, please see our Refund & Return Policy. This policy does not limit rights provided by applicable law.