Shipping Policy
Table of Contents
1. Handcrafted Production Times
Every PetGlaze piece is individually handcrafted and made to order using the photographs, names, inscriptions, colours, and personalisation details provided by each customer.
Our typical production time is approximately 2–3 weeks. Actual production time may vary depending on the product type, artwork size, level of detail, personalisation requirements, ceramic firing schedule, artist availability, and current order volume.
Handcrafted Production Notice: Because each artwork is created individually, careful craftsmanship may occasionally require additional time. We believe it is better to take the time needed to create a meaningful piece than to rush the work.
Where an order includes a design proof, composition review, or approval step, production timelines may also depend on how quickly we receive your response. We may contact you by email if we need a clearer photograph, additional information, or approval before proceeding.
Any estimated production date shown on the Site is provided in good faith and is not a guaranteed completion date.
2. Final Processing & Dispatch
Once your artwork has been completed and approved where applicable, please allow approximately 1–3 business days for final inspection, protective packaging, shipping documentation, and carrier handover.
Production time and shipping time are calculated separately. A delivery estimate begins only after the order has been completed, packed, and accepted by the carrier.
Orders are not normally dispatched on weekends or public holidays. During peak seasons, promotional periods, or major holidays, processing and carrier handover may take slightly longer.
3. Shipping Destinations
PetGlaze ships to the United States and selected international destinations. Available shipping destinations, services, and charges will be displayed during checkout.
We may be unable to deliver to certain remote areas, military addresses, P.O. boxes, restricted territories, or locations not supported by our carriers. Where delivery is unavailable, we will contact you as soon as reasonably possible.
Some orders may be fulfilled or dispatched from different production locations depending on the product, artist, workshop, material, and final destination.
4. Estimated Delivery Times
Estimated transit times after dispatch are generally as follows:
| Destination / Service | Estimated Transit Time | Important Notes |
|---|---|---|
| United States – Standard Shipping | 7–14 business days | Available for the contiguous 48 states. |
| United States – Expedited Shipping | 5–8 business days | Available only where shown at checkout. |
| International Shipping | Varies by destination | Customs clearance and local delivery conditions may affect timing. |
Delivery estimates are provided for guidance only and are not guaranteed. Actual transit times may be affected by customs procedures, weather, seasonal carrier demand, local postal networks, public holidays, remote delivery areas, transportation disruptions, or other circumstances outside our reasonable control.
Business days generally exclude Saturdays, Sundays, and public holidays in the origin, transit, and destination countries.
5. Shipping Costs
Standard shipping is free for eligible orders delivered to the contiguous 48 United States, unless otherwise stated on the product page or during checkout.
Shipping charges for Alaska, Hawaii, U.S. territories, remote areas, expedited services, and international destinations will be calculated and displayed during checkout where available.
Any shipping promotion, free-shipping offer, or discounted rate may be subject to destination, order value, product size, packaging requirements, or other conditions disclosed at the time of purchase.
6. Tracking Information
Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking number and carrier information.
Tracking information may take approximately 1–3 business days after carrier handover to become active or show movement. This does not necessarily mean that the parcel has not been shipped.
In some countries, final-mile delivery may be completed by a local postal or courier service. Tracking events may be less frequent after the parcel is transferred to the local delivery network.
7. Customs, Duties & Taxes
International orders may be subject to import duties, customs charges, VAT, GST, brokerage fees, or other taxes imposed by the destination country or region.
Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
PetGlaze does not control customs authorities and cannot predict the amount of any duty, tax, inspection fee, or customs delay. Customers are responsible for providing any information or documentation required by the destination country for customs clearance.
Refusal to pay applicable import charges may result in the parcel being delayed, abandoned, destroyed, or returned. Any refund or reshipment in such circumstances will be assessed individually and may be reduced by non-refundable shipping, customs, handling, return, or storage costs where permitted by law.
8. Delayed, Lost or Damaged Shipments
Delayed Shipments
If tracking has not updated for several days or your parcel has not arrived within the estimated delivery period, please contact us so we can review the shipment and, where appropriate, open an enquiry with the carrier.
Carrier investigations may require additional time. We appreciate your patience while we work with the logistics provider to establish the parcel's status.
Lost Shipments
If you believe your parcel has been lost, please contact us within 7 days after the estimated delivery date. Please provide your order number and any relevant tracking or delivery information.
If the carrier confirms that the parcel has been lost, PetGlaze may arrange a replacement or refund, depending on the circumstances and product availability.
Damaged Shipments
If your parcel arrives damaged, please contact us within 7 days of delivery and provide:
- Your order number;
- Clear photographs or video of the damaged product;
- Photographs of the inner and outer packaging;
- A photograph of the shipping label; and
- A brief description of the damage.
Please retain the item and all original packaging until our review is complete. Depending on the circumstances, we may arrange a replacement, repair, partial refund, or full refund in accordance with our Refund Policy.
9. Address Accuracy & Delivery Issues
Please review your shipping address carefully before submitting your order. You are responsible for providing a complete and accurate recipient name, street address, unit or apartment number, city, region, postal code, country, telephone number, and any information required for delivery or customs clearance.
If you notice an address error, contact us as soon as possible. We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed once production, shipping documentation, or carrier handover has begun.
Once an order has been dispatched, rerouting or address correction may be unavailable or may incur additional carrier fees.
PetGlaze is not responsible for delivery failure, delay, loss, return, or additional charges caused by an incomplete or incorrect address, refusal of delivery, failure to collect the parcel, restricted access to the delivery location, or failure to provide required customs information.
Where tracking shows that a parcel was delivered, but you cannot locate it, please first check with household members, neighbours, reception, building management, mailrooms, and the local carrier. Contact us promptly if further assistance is required.
10. Contact Us
If you have any questions about this Shipping Policy, production timing, tracking, delivery, customs, or a shipment issue, please contact us.