Shipping Policy

When Orders Ship

Custom commissions ship after production is complete, preview approval is recorded, any balance due is paid, and the studio has packed the finished piece. Product lead times are estimates and may pause while we wait for usable reference photos, customer feedback, or balance payment.

Shipping Address

Customers are responsible for entering a complete and accurate shipping address. Contact support as soon as possible if an address needs to change. Address changes may not be possible after a shipment is prepared or handed to the carrier.

Tracking

When tracking is available, PetOn.com adds the tracking details to the customer account or sends them by email. Carrier scans may take time to appear after the label is created.

Domestic And International Shipping

Shipping availability, transit time, taxes, duties, customs fees, and carrier service depend on destination. International customers are responsible for duties, import taxes, customs delays, and local delivery requirements unless a checkout option states otherwise.

Delivery Issues

If tracking shows delivery but the package is missing, check nearby delivery areas and contact the carrier promptly. PetOn support can help gather order details, but carrier investigations may be required before replacement or refund decisions.

Damage In Transit

If a piece arrives damaged, contact support within seven days of delivery. Include the order number, photos of the shipping materials, photos of the damaged area, and photos of the full piece. Keep the original shipping materials until the issue is resolved.

Returned Or Undeliverable Shipments

If a shipment is returned because of an incorrect address, missed pickup, refused delivery, or unpaid customs fees, the customer may be responsible for reshipment costs.