Shipping & Returns
1. Handmade to order
Each PetMoire keepsake is handmade based on the pet photos and customization details you provide. Our expected crafting, quality-check and packing time is approximately 10–12 calendar days after we receive suitable photos and all required information. This is an estimate for production before international shipment, not a door-to-door delivery estimate. We will contact you if we cannot meet the expected dispatch schedule and offer delay or cancellation/refund options where required by applicable law.
2. United States shipping and estimated delivery
PetMoire keepsakes are crafted and packed in China. After the approximately 10–12 calendar days needed for production, we normally dispatch U.S. parcels through Yanwen tracked small-parcel / U.S. special-line service, where that service is available for the destination and parcel.
Estimated transit after dispatch: 8–15 business days. Combining customization and international shipping, the estimated total time from receipt of suitable photos and customization details to delivery is approximately 3–5 weeks. These are planning estimates, not a guaranteed delivery date or a carrier service-level guarantee. Customs inspections, holidays, peak volumes, remote addresses, weather and final-mile handoffs may cause longer delays. We will provide tracking information after dispatch. Any shipping fee or free-shipping offer will be shown before payment.
If we cannot dispatch within our stated production/dispatch period, we will notify you and provide available revised-shipping or cancellation/refund options in accordance with applicable law. You can contact support@petmoire.com for updates.
3. Import duties, taxes and customs charges — paid by PetMoire
PetMoire pays the applicable U.S. import duties, import taxes and ordinary customs-clearance or import-processing charges for the shipment. These charges are the seller's responsibility and are not an extra amount the customer should have to pay on delivery. We arrange merchant-paid import clearance through our shipping partners or otherwise settle any eligible import charges. Please do not ignore a carrier request for payment: contact support@petmoire.com immediately, preferably before paying it, so we can resolve it with the carrier. If you had to pay an eligible import-related fee to release your order, send us the carrier invoice and proof of payment so we can reimburse the verified amount.
Any sales tax separately applicable to a purchase and collected at checkout, if required, is distinct from import duties and will be displayed before payment. We do not intentionally underdeclare shipments or misstate product details to avoid customs charges.
4. Changes and cancellation
To request a change or cancellation, email support@petmoire.com as soon as possible with your order number. If crafting has not begun, you may cancel for a full refund. Once we have begun creating your personalized item, cancellations or changes for a change of mind are generally not available. This does not limit any cancellation, refund or other rights available under applicable law.
5. Personalized-item returns
Because each keepsake is made specifically from your photos, we generally do not accept returns solely because you change your mind or no longer want the custom item once it has been made. Handmade pieces are stylized interpretations, not exact photographic replicas. This policy does not affect your legal rights if an item is defective, damaged, materially different from the agreed customization, or not delivered.
6. Damaged, defective or incorrect items
If your keepsake arrives damaged, defective, or materially different from the agreed customization, contact support@petmoire.com with the order number and clear photos of the problem. Please report issues within 14 days after delivery where possible so we can investigate promptly. Reporting later does not remove rights provided by applicable law. After reviewing the issue, we will offer an appropriate remedy, such as a free remake/replacement or a refund, as appropriate.
7. Missing or lost packages
If tracking suggests your parcel was lost or your order has not arrived after the communicated delivery period, email us. We will investigate with the carrier. For a confirmed lost shipment, we will offer a free replacement shipment or refund, as appropriate. You do not need to resolve a confirmed loss with the carrier on your own.
8. Refund processing
Approved refunds are issued to the original payment method through our payment provider. The time before funds appear in your account depends on your bank or card issuer. We will explain any return-shipping requirements before asking you to send anything back.
9. Contact
For shipping updates, cancellation requests, damaged items or refund questions, email support@petmoire.com. Include your order number and a short description of the issue.