Shipping policy

Shipping Policy

Last updated: [Insert date]

Made-to-Order Production (Fulfillment Time)

All of our products are made to order, including custom items created from your pet’s photo.
After you place an order, it is sent to our production partners for fulfillment.

Production/Fulfillment time: typically 2–5 business days (most print providers), before the package ships.

Please note: fulfillment time is separate from shipping time.

Shipping Destinations

We currently ship to:

  • United States
  • Canada
  • Australia

Some items may have shipping limitations depending on the product type and fulfillment location.

Shipping Methods, Costs & Delivery Estimates

Shipping costs are shown at checkout and depend on the product(s) and destination.

Standard shipping

  • Starting from: USD 4.75
  • United States: 2–5 business days (delivery time after fulfillment, for most print providers)
  • International (including Canada & Australia): 10–30 business days (delivery time after fulfillment)

Delivery estimates are not guaranteed and may vary due to carrier delays, weather, high-volume periods, or customs processing.

Split Shipments

If you order multiple items (or different product types such as canvas, apparel, mugs, blankets, wall clocks, pillows, coasters, or tote bags), your order may be fulfilled at different facilities and shipped in separate packages.
If this happens, you may receive multiple tracking numbers.

Tracking

When your order ships, you will receive a shipping confirmation email with tracking (when available).
Tracking updates can take 24–72 hours to appear after a label is created.

Address Accuracy

Please double-check your shipping address before placing an order.

If a package is returned or cannot be delivered due to an incorrect/incomplete address, we may not be able to offer a free reshipment. Reshipping fees may apply.

Customs, Duties & Taxes (Canada & Australia)

International orders may be subject to customs duties, VAT/GST, taxes, and import fees. These charges are set by your local government and are not included in our prices unless stated otherwise at checkout. The customer is responsible for any such fees.

Customs processing may also extend delivery time beyond our estimates.

Damaged, Defective, Missing, or Incorrect Orders (Our Error)

If your order arrives defective, damaged, missing items, or incorrect due to our error, we will offer one remedy after verification:

  • a free replacement/remake, OR
  • a refund (full or partial depending on the issue)

Important: You are eligible for either a replacement OR a refund for the same issue — not both.

To request help, contact us at support@pawcentage.com. Please inspect your package upon delivery and contact us within:

  • 48 hours of delivery for damage or defects
  • 7 days of delivery for wrong item or missing items/parts

Claims submitted after these timeframes may not be eligible.

 Or from the expected delivery date if it never arrives, and include:

  • your order number
  • clear photos of the issue (and packaging if damaged)

Returns & Exchanges (Made-to-Order Items)

Because our products are made to order (and many are customized), we generally do not accept returns or exchanges for reasons such as:

  • ordering the wrong size
  • changing your mind
  • personal preference (color/style)
  • providing an incorrect photo or personalization details

If there is a verified issue caused by us (defect/damage/missing/incorrect), we will resolve it under the section above.

Contact

If you have any shipping questions, email us at: support@pawcentage.com
Customer service hours: [hours + timezone]