Politique d’expédition

Important Note: Your total delivery time = Production Time + Processing Time + Shipping Time. These three stages are calculated independently.

Production Time

  • The estimated production lead time for all custom products will be clearly stated in the order confirmation email you receive after placing your order.
  • Production time for complex custom orders (multiple pets, large sizes, special scenes) will be extended accordingly, as confirmed with customer service.
  • If you need rush production, please contact our customer service via email before placing your order to check availability and additional fees.

Order Processing Time

  • We will only start the shipping process after you confirm satisfaction with the preview photos/video and pay the full balance.
  • Processing time is 2-3 business days (excluding weekends and public holidays). During this period, we will complete secure product packaging, export customs clearance, and handover to the courier.
  • A tracking number will be automatically sent to your order email once the package is dispatched.

International Shipping Times

  • Standard international shipping: 7-14 business days (calculated from the date of courier pickup).
  • If you need expedited shipping, please contact customer service before shipment to upgrade to DHL, FedEx or other express options.
  • The above are estimated times under normal circumstances and do not include delays caused by customs inspection, natural disasters, war, strikes or other force majeure events.

Shipping Liability & Exception Handling

Courier Liability: If your package is damaged or the product is defective due to courier error during transit, please contact customer service within 72 hours of delivery with clear photos/videos of the outer packaging and damaged product. We will provide free repair service for you.

Customer Liability:

  • Please double-check your shipping address and contact information before placing your order. All responsibility and additional shipping costs for returned, lost, misdelivered or delayed packages due to incorrect address/contact information provided by the customer, or address changes requested after the package has been shipped, shall be borne solely by the customer.
  • We will do our best to assist you with the courier to resolve exceptions, but we cannot guarantee that we can successfully intercept or redirect a package that has already been dispatched.

Delivery & Signature

  • Please inspect the outer packaging for damage upon delivery. If the package shows obvious signs of damage, please refuse delivery and contact us immediately.
  • Delivery to a third party is considered delivery to you. We are not responsible for damage discovered after signature that is not caused by the courier.