Shipping policy

Shipping Policy for Custom Pet Products

1. Processing & Production Period (Custom Order Lead Time)

All our pet products are fully customized and manufactured exclusively per each customer’s personalized requirements.

• Production & processing time: 30 working days after we confirm your successful payment and verify all custom specifications (size, pattern, engraving, material etc.)

• Orders placed on weekends, US/EU official holidays will start production on the next working business day.

• Once production commences, order cancellation, modification or early refund requests will NOT be approved, as stated in our Return & After-Sales Policy.

2. International Shipping Time (Standard Shipping to Europe & North America)

We ship all finished custom items from China via reliable tracked international shipping lines to the United States, Canada, and all European countries.

• Estimated international transit time: 15 working days after the parcel is dispatched and tracking number is issued.

• Total full delivery cycle (payment confirmed → receive package): Around 45 working days in total.

Notice: Shipping timelines are estimated values. Delays may occur due to customs inspection, port congestion, natural disasters, carrier operational issues, public emergencies or other force majeure situations, which are beyond our control. We will not issue refunds solely for these uncontrollable delays.

3. Shipping Cost & Calculation

• Shipping fees are automatically calculated at checkout, based on the destination country, total package weight and dimensional size.

• We occasionally launch free-shipping promotions for orders meeting the minimum spending threshold; promotion rules will be displayed directly on the checkout page.

• We do NOT support shipping to PO boxes, military addresses or remote isolated territories temporarily.

4. Tracking Information

Once your custom goods finish production and are handed over to the logistics carrier:

1. We will send a shipping confirmation email with your unique tracking number and tracking link to your order email address.

2. Tracking updates may take 2–5 business days to synchronize and display logistics status online after dispatch.

3. You can view real-time shipping progress via the tracking link anytime.

5. Customs Duties, Import Taxes & Customs Clearance

1. All import duties, customs taxes, clearance fees, handling charges imposed by the destination country’s customs are the sole responsibility of the buyer.

2. We will declare the package value reasonably and compliantly. We cannot cover or reimburse any customs fees for buyers.

3. If your parcel is held, inspected or detained by local customs, the buyer must cooperate fully with customs formalities to release the package. We will offer supporting documents we can provide to assist clearance.

4. If the buyer refuses to pay customs taxes or abandon the parcel, no refund will be arranged.

6. Lost, Damaged or Missing Parcel Rules

(1) Package damaged in transit

• You must take clear photos/videos of the outer damaged packaging and defective items within 7 calendar days after package delivery, then submit a claim to our official customer email: x131312928@outlook.com with your order number.

• After verification, we will arrange free remanufacture & reshipment or partial refund as our after-sales solution.

(2) Parcel confirmed lost by logistics provider

We will follow the shipping carrier’s compensation rules to process reshipment or refund after receiving official loss confirmation.

(3) Signature proof & undeliverable packages

• Most international shipments require a signature upon receipt. If no one is available to sign for delivery, the courier may leave a pickup notice at your local post office.

• Parcels returned to us due to wrong buyer address, failed delivery, customer refusal to accept the package: the return shipping cost will be deducted from any possible refund, and we reserve the right to refuse reshipping service.

7. Shipping Exclusions & Limitations

• We currently only deliver to mainstream European countries, the United States and Canada. We do not ship to sanctioned, restricted countries.

• We do not provide expedited/express rush shipping for customized pet goods due to fixed 30-day handmade production schedules.

• Bulk large-size customized items may have extra shipping surcharges, which will be notified before production starts.

8. Contact for Shipping Queries

If you have any questions about production progress, shipping status, logistics exceptions, please email us at x131312928@outlook.com. We will reply within 1–2 working days.

Policy Effective Date: August 4, 2026
We reserve the right to update this shipping policy without prior notice; the latest published version shall prevail.