Shipping

What's my order's status?

The order due date is dependent on which items you have purchased, the size and complexity of the order. As the items have different levels of complexity and time it takes to make them, the order will be shipped together when all the items are complete.

Most simpler items have a 6 weeks processing time and more complex ones usually up to 10 weeks. This means a smaller less complex order would take about 6-8 weeks to process while a larger one would take about 8-10 weeks.

Once your order has shipped, you will receive a message and a tracking number for your shipment. You will be able to check the status of the order on our Order Tracker or use your tracking number on the carrier's tracking site for the most recent updates.

International Orders

International orders depend on too many parameters for the delivery date to be exact so we are not able to guarantee the delivery date for such orders. The packages pass through Customs and multiple Postal facilities in both countries and delays can happen on any of these checkpoints.

Some countries will require Local Tax/Duties before the items are cleared and released from customs to be delivered. Dealing with any customs requests will be the customer’s responsibility as we do not have any influence on the process. You may need to contact your local Post Office or Customs to resolve the issue

*Our Post Office charges the same flat fee to any of U.S. states, including Alaska and Hawaii.

Package security and transit

For safety reasons, all our packages are sent through registered mail (or DPD for most EU countries), insured and have a tracking number.

All items are packed and shipped by our shipping partner to ensure the best protection for your items.

The transit time will usually be within the declared times, but sometimes there can be unforeseen delays we cannot affect or be held accountable for.

All packages have a packing list and invoice included to speed up the customs process as much as possible, but we cannot be responsible for any delays caused by customs service.

PO Boxes

Please keep in mind that our products are large and cannot fit into a PO, so please provide us with a valid street address for delivery.

Insufficient/Wrong address

If you provide an address that is considered insufficient by the courier and the shipment cannot be delivered, it will be returned to us. You will be responsible for reshipment costs (the cost will be the same as for the original shipment plus any additional fees that the courier charged for the package return) once we have received a correct address from you.

The returned packages will be held for a 30 days period and after that, the item will no longer be available and will be donated to a local pet rescue charity.

Undelivered/Unclaimed items

Undelivered items that are not claimed by the customer and have returned to us will be held for 30 days as a courtesy to our customers.

During that period the customer can contact us to arrange for the items to be shipped again. The shipping cost will be the same as for the original shipment plus any additional fees that the post office/courier charged for the package return.

After the 30 days period, the item will no longer be available and will be donated to a local pet rescue charity.

Packages returned without authorization

Our products are personalized custom orders that are made just for you and therefore we cannot accept returns.

Any order returned without authorization will be held for 30 days as a courtesy to the customer.

During that period the customer can contact us to arrange for the items to be shipped again. The shipping cost will be the same as for the original shipment plus any additional fees that the post office/courier charged for the package return.

After the 30 days period, the item will no longer be available and will be donated to a local pet rescue charity.

Missing packages

Although all our packages have a tracking number, sometimes the package can be delayed for a longer time or even lost.

If the package travel time seriously exceeds the suggested travel time and there are no tracking updates for more than 10 business days, please report the issue to us.

We file a claim with the post office and update you on the claim process, but additional steps may need to be taken in some cases.

The tracking claim should be filed with the postal service in the country the package was last scanned in, so in those cases, the customer should file a claim with the local delivery or postal service (USPS, Canadian Post...)

We will do our best to resolve the issue as fast as possible, but sometimes it can take a while on the Post Office's end.

After we have all the data need and the initial steps for the claim with the Post office are completed by the customer, we will make a replacement for the items and ship them as soon as possible.

Steps to take if your order was marked as Delivered but you didn't get it

A) USA customers

1. Please check with other people at your home and your neighbors. Often, someone else has retrieved the package and simply forgot to pass it on to the recipient. If you reside in an apartment complex, the package may be left at the main office.
2. call USPS for more info, using 800-ASK-USPS or call your local post office. Most USPS carriers have GPS scanners that log coordinates of drop-offs.
3. if the coordinated of drop off match the delivery address, you may wish to check again with family and neighbors. You can open a lost or missing mail claim (www.usps.com/help/missing-mail.htm). If the coordinated do not match, you may use the above-linked form to open an investigation or you could call the number above and speak to a representative.
4. pending the results of the investigation, you should file a police report. If you need more details about the order, we can send you invoices and postal office slips.

B) Rest of the world

1. Please check with other people at your home and your neighbors. Often, someone else has retrieved the package and simply forgot to pass it on to the recipient. If you reside in an apartment complex, the package may be left at the main office.
2. Contact your courier and ask for help. We'll help you with filling out the forms needed and will send you all the paperwork we have (Invoices, postal slips, etc.)

Damaged packages or items

Please check your package and the items immediately upon delivery. If your package has visible damage on it when it arrives damaged, please make a damage report with the driver on the spot. Some delivery companies will require this step and will not acknowledge a damage claim if the damage was not reported in this way.

While the claim is being processed please keep the original box and all packing materials until the claim is complete as the carrier may request an additional inspection of the package and all its original contents in order to close a claim.

Regardless if you manage to make the damage report with the driver or not, please contact us right away as the damage claim deadline can be very short with some companies. We will need photos of the inside/outside of the box, as well as all items that have been damaged.

Damage claim procedure varies from country to country, so some postal services will also require you to report damage at your local post office to get a reference number which will be matched with the damage claim we make.

After the damage claims are filed, we will make the replacement items as soon as possible, but we will require full customer cooperation in damage claims procedure to complete the reimbursements. We will do our best to resolve any issues as soon as possible and have your replacement items delivered to you.