Shipping Policy
Last updated: June 13, 2026
At PPpet CUSTOM, every product is personalized and made to order. This Shipping Policy explains our design review, production, dispatch, delivery, and international shipping process.
1. Order Confirmation and Design Preview
After placing your order, you will receive an order confirmation at the email address provided during checkout.
For products that include a design preview, we aim to send your first proof within 3 days. Please check your inbox and spam or junk folder.
You will have 3 days to review the proof, approve it, or request changes. To request more review time, please contact us before the review period ends.
If we do not receive a response within the review period, we may proceed with the latest proof so that your order is not delayed.
2. Production Time
Production begins after your design has been approved or the review period has ended.
Because our products are made using different materials and techniques, production times vary by product. The estimated production time is listed on each product page.
Production time is separate from shipping time and does not include weekends, public holidays, or delivery transit time.
3. Shipping Destinations
We offer worldwide shipping to most destinations.
Shipping availability may vary depending on the destination, carrier restrictions, customs requirements, or the type and size of the product. Any unavailable shipping option will normally be shown during checkout.
4. Shipping Costs
Shipping costs are calculated and displayed during checkout before payment.
Eligible orders of US$99.99 or more may qualify for free standard shipping where available. Any location, product, or carrier exclusions will be shown at checkout.
Discounts, taxes, customs charges, or other fees may affect eligibility for free shipping.
5. Estimated Delivery Time
Estimated delivery times begin after the order has completed production and has been dispatched.
Delivery time varies according to:
- Destination country or region
- Shipping service selected
- Carrier processing
- Customs clearance
- Public holidays and peak shopping periods
- Weather, transport disruption, or other circumstances outside our control
Any delivery estimate provided by PPpet CUSTOM or a shipping carrier is an estimate rather than a guaranteed arrival date, unless expressly stated otherwise.
We recommend placing time-sensitive orders well in advance.
6. Tracking Information
Where tracking is available, you will receive a shipping confirmation email containing your tracking number after the order has been dispatched.
Tracking information may take several business days to update after the parcel is accepted by the carrier.
7. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address.
Please contact us as soon as possible if you notice an error. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered production or been handed to the carrier.
PPpet CUSTOM is not responsible for delays or failed delivery caused by an incomplete or incorrect address supplied by the customer. Additional shipping charges may apply if the parcel must be resent.
8. Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
Unless these charges are collected during checkout, they are generally the responsibility of the recipient. PPpet CUSTOM does not control customs charges or customs-processing times.
Customers are responsible for checking the import requirements that apply in their country or region.
9. Shipping Delays
Occasional delays may occur because of customs inspections, carrier disruption, severe weather, public holidays, peak shopping periods, or other events outside our reasonable control.
If we become aware that we cannot dispatch your order within the timeframe previously communicated, we will contact you with an updated estimate and available options.
10. Lost or Missing Packages
If your tracking information shows no movement for an extended period, or your parcel has not arrived within a reasonable period after the estimated delivery date, please contact us at:
Include your order number and tracking number. We will review the tracking information and contact the carrier where appropriate.
If tracking shows that the parcel was delivered, please first:
- Check the delivery address on your order
- Look around entrances, mail areas, and safe-drop locations
- Ask household members, neighbours, or building staff
- Allow up to 48 hours in case the carrier marked the parcel as delivered early
11. Damaged Packages
If your order arrives damaged, please contact us as soon as possible and provide:
- Your order number
- Clear photographs of the product
- Photographs of the external and internal packaging
- A description of the damage
Please retain the item and packaging until we have reviewed your request.
Further information is available in our Returns & Refunds Policy.
12. Contact Us
For shipping-related questions, contact:
PPpet CUSTOM
Email: hello@pppetcustom.com