Shipping policy

Order Fulfillment

Our standard shipping timeline is 1-3 business days, excluding weekends. Please be aware that selecting an expedited shipping option will not affect our processing time. In instances where we are participating in conventions or events, processing times may be extended.

Orders that include preorder items will be dispatched once the preorder items have arrived, in accordance with the estimated delivery date provided on the product page at the time of purchase. Should there be any additional delays, we will promptly communicate with you to provide updates.

Free Shipping

We provide complimentary shipping for orders exceeding $50, exclusively within the USA. Eligible orders will be shipped using First Class USPS or the most cost-efficient method available. Please note, our free shipping offerings may vary.

Estimated Delivery Times*

Our business days are Monday through Friday. We do not ship on Saturdays, Sundays, or US bank holidays. All orders are dispatched from our warehouse located in Southern California.

*Please note that our shipping estimates do not include fulfillment times and are provided as general guidelines.

Once your package is handed over to third-party couriers, we are no longer able to control or be held responsible for any potential delays in transit. While we fulfill orders as quickly as possible, please note that delivery timelines shown at Checkout or under Shop Promise are estimates based on courier performance and may vary due to factors beyond our control. Delays may also occur if engraving information is missing from your order or if we spot something that needs clarification before shipping.

Please keep in mind that we have access to the same tracking information you see. If your order is marked as shipped but hasn’t arrived yet, we recommend reaching out to the courier directly for the most up-to-date info.

Additionally, international orders may face further delays due to customs processes, which are beyond our control. We appreciate your understanding and patience in these matters.

Shipping Confirmation and Order Tracking

After placing your order, you will immediately receive an order confirmation email as a confirmation of your purchase.

Once your order has been processed and is ready to ship, we will send you a shipping confirmation email, which includes your tracking information. It may take up to 24 hours for the tracking numbers to become active and show updates on the courier's website.

Should you not find your Order or Shipping Confirmation emails in your main inbox, we recommend checking your spam and promotional folders. These emails contain important information about your order status and shipment details.

Lost or Missing Packages

If your order appears to be lost or hasn’t arrived within the estimated delivery window, we’re here to help! However, per our shipping insurance provider’s guidelines (Shipsurance), we must wait 20 days from the ship date for domestic orders and 30 days for international orders before filing a claim.

If your package still hasn’t arrived after this time, please contact us and we’ll be happy to assist with the next steps. In the meantime, we recommend double-checking your shipping address and checking with neighbors or your local post office, as packages are sometimes marked as delivered a day or two early.

Marked Return to Sender/Delivery Failed/Incorrect Address

We kindly request that you double-check your shipping address prior to finalizing your order to ensure seamless delivery.

Important Information Regarding USPS Shipments: If a package is returned to us by USPS due to being undeliverable, the following policies apply:

• Reshipment of packages deemed undeliverable by USPS is not possible. We do not receive detailed reasons for the return, but you can use the tracking number to seek further information or check with your local Post Office.
• For undeliverable packages (due to Incorrect Address, Delivery Failed, No Such Number, etc.), once the package is returned and verified as undeliverable at our warehouse, refunds will be processed for the items. Orders that include customized Pet ID Tags will receive a 50% refund for the tag price. Note, shipping charges are non-refundable. You will need to place a new order if you wish to repurchase the items.

If you realize there was a mistake in your shipping information, consult your order confirmation email for guidance on updating your address. For immediate assistance, our support team is ready to help. While we understand mistakes can happen, we cannot take responsibility for orders shipped to incorrect addresses provided at checkout. Please review your shipping details carefully and contact us with any corrections right away.

Your satisfaction remains our highest priority, and we are here to support you through every stage of your order process.

International Shipping

We are pleased to provide DHL as our exclusive international shipping option, offering a balance of speed and reliability for our customers worldwide.

Please be aware of the following for all international shipments:

• Import duties, taxes, or brokerage fees incurred at the time of delivery are the responsibility of the recipient. It's important to familiarize yourself with your country's customs policies as these charges are not covered by us.
• We are committed to following all legal shipping practices and, therefore, cannot mark orders as "gifts" or declare a lower value for the items.
• Delays caused by customs are beyond our control. We appreciate your patience and understanding if your order is affected.
  

Thank you for choosing us for your international shipping needs. We strive to provide a seamless and efficient delivery experience.