Shipping & Return Policy

Last updated: October 31, 2026

Thank you for choosing PetStatue for your custom pet memorial keepsakes. Below you will find our shipping information, delivery timeline, return and refund rules for personalized pet memorial products.

1. Shipping Regions

We ship to most European countries, the United States, Canada, Australia, New Zealand, Japan, South Korea, Malaysia, Singapore and other eligible regions. Some remote areas may not be supported.

2. Processing & Shipping Time

Processing time includes custom design preview, production and quality check, normally 5 days–2 months, depending on the artwork.
Shipping time after dispatch: 7–30 business days, depending on destination country and local courier.
Delivery times are estimates and cannot be guaranteed. Delays may be caused by customs clearance, holidays, weather or courier disruptions.
Orders placed on weekends or public holidays will start processing on the next business day.

3. Customs, Duties & Taxes

All import taxes, customs duties and clearance fees are the buyer’s responsibility. These charges are collected by your local customs or courier and are NOT included in our product price or shipping cost. We cannot estimate, predict or control these fees.

4. Tracking Your Order

Once your package is shipped, we will send you a tracking number via email. You can track the delivery status on the courier’s official website. Tracking updates may be delayed during international transit.

5. Return & Refund Rules for Custom Products

All our pet memorial items are custom-made based on your photos and instructions. Personalized custom goods are generally non-refundable once production has begun.

You may cancel your order before preview creation and production starts for a full refund.
After you approve the preview and production begins, cancellation is not available.
If the item arrives broken, damaged, or there is a major production error made by our team, we will offer a remake or replacement free of charge.
We do not accept returns or refunds if you simply change your mind after receiving the finished custom memorial piece.

6. Damage Claim Requirements

Please contact us within 48 hours after receiving your package.
Provide clear photos of the damaged item, original packaging and shipping label.
Keep all packaging materials until we finish reviewing your claim.
Claims without sufficient supporting photos cannot be approved.

7. Lost or Stolen Packages

Once the carrier marks the package as delivered, we are not responsible for lost or stolen packages. We can help you open an investigation with the shipping provider. If the package is confirmed lost by the courier, we will work out a solution with you.

8. Policy Changes

We reserve the right to adjust this Shipping & Return Policy. Any updates will be shown on this page with a revised “Last updated” date.

9. Contact Us

If you have questions about shipping, delivery or return requests, please send us a message through our Contact Us page.