A careful journey, from our hands to yours
Shipping Policy
Thank you for choosing our handmade keepsakes. Each pet leather portrait, custom silver cuff, and dimensional carved artwork is individually crafted with care. Every piece is entirely handmade and made to order for one customer; we hold no ready-made inventory. Please read this guide before ordering to understand how your keepsake is made and delivered.
Production Times & Rush Orders
Your total delivery time combines handmade production and shipping:
Standard production (workshop schedule)
Each piece goes through several handmade stages, including sketch design, detailed carving, miniature painting, or metal forging. All orders enter production in payment order:
- Handmade pet leather portraits
- 10–15 business days
- Custom sterling silver jewelry
- 7–10 business days
- Dimensional acrylic carved artwork
- 7–10 business days
If your customization requires sketch or preview approval by email, production time begins on the date you give final approval.
VIP Rush Order Service
For a special gift or anniversary, we offer priority production scheduling:
Rush service fee: US$200 per piece
Priority benefit: Once the rush fee is paid, your order moves immediately to our highest-priority VIP schedule, with focused production arranged by our artisans.
- Silver jewelry / Acrylic artwork
- Made and dispatched in 3–4 business days
- Handmade leather portraits
- Made and dispatched in 5–6 business days
How to request: Select “Rush Order” at checkout.
Shipping Methods & Delivery Estimates
Free shipping: Every custom piece includes complimentary standard shipping.
Standard shipping uses an international express air-freight service. In exceptional circumstances such as severe weather, flight restrictions, changes to destination customs policies, or carrier scheduling, we may switch to combined land or sea transport while prioritizing parcel safety.
Estimated transit time (after dispatch)
- North America (United States, Canada)
- Approx. 7–12 business days
- Major European countries
- Approx. 7–12 business days
- Major Asia-Pacific destinations (Australia, New Zealand, Japan, South Korea, Singapore, etc.)
- Approx. 6–10 business days
- Other destinations worldwide
- Approx. 10–18 business days
Order Tracking
Once your parcel is dispatched, the system automatically sends a shipping confirmation to the email address used for your order, including the carrier name and tracking number. Tracking updates may arrive at intervals during cross-border transit and customs handovers. A short period without new updates is a normal part of the handover process.
Customs & Import Duties
- Taxes are the recipient’s responsibility: International parcels may incur import duties, VAT, or clearance charges under the destination’s customs and tax regulations. These charges are collected by local customs and are the recipient’s legal responsibility.
- Please cooperate with clearance: Parcels include proper customs documentation. If destination customs or the carrier contacts you to confirm identity or clearance information, please respond promptly and complete any required declarations to ensure delivery.
Address Changes & Delivery Issues
Changing your delivery address
While your piece is scheduled or being made, before it is packed and dispatched, you may contact customer care to change your delivery address free of charge.
Once a parcel is sealed and handed to the carrier, it cannot be intercepted or redirected. Please carefully check your street address, building number, postal code, and telephone number at checkout.
Responsibility for delivery exceptions
If a parcel is returned or held because of incorrect recipient details, an unreachable telephone number, failure to collect it from the designated pickup point on time, or refusal to pay destination customs charges, we cannot issue a refund because individually personalized pieces cannot be resold. Any shipping costs for a replacement delivery are the buyer’s responsibility.
Damage in transit
Every piece is packed in reinforced, shock-resistant packaging. If you find serious physical damage when opening your delivery, keep the original inner and outer packaging and damaged item, and visit our Returns Center within 24 hours of receipt to submit photos and supporting evidence. We will cover shipping both ways and remake your piece free of charge.
Contact Us
If you have questions about production schedules, rush service, or shipping to a particular region, we would love to help:
Customer care email: pawpal.petstudio@outlook.com
Hours: Monday–Friday, 9:00–18:00 (GMT+8). We will reply within 1 business day.