Shipping Policy

1. PRODUCTION TIME

Each keepsake is digitally sculpted, resin printed and hand-painted in your selected style, with the base, inscription, cover and packaging you confirm in the configurator. Production takes 15–20 business days, counted from the day you approve the digital proof — not from the day you place the order. Orders that use a 3D model file you supplied typically take 8–12 business days, since the sculpting stage is skipped. We email you a numbered digital proof for approval before printing begins. Production pauses until we receive your reply, so please respond promptly to avoid delays.

During peak season in November and December, please allow an extra 3–5 business days. Production and transit times remain estimates.

2. SHIPPING METHODS & TRANSIT TIMES

Standard worldwide shipping:

• Tracked international parcel service
• 10–18 business days after dispatch
• Tracking number provided by email

Free standard shipping is displayed at checkout for every custom pet figurine. Business days exclude weekends and public holidays in both the shipping and receiving countries.

3. FREE STANDARD SHIPPING

All Furever3D custom pet figurines include free tracked standard shipping to eligible destinations, with no minimum spend. Every style and size is included, including orders with additional pets. Coupons do not remove free shipping. There is no standard shipping fee at checkout.

Standard shipping is included for destinations served by our carriers and available at checkout, including remote addresses where service is available. If a carrier cannot serve your address, we contact you before custom work begins and offer an alternative or cancel with a full refund. We do not automatically add a remote-address fee.

Import duties, taxes, customs clearance and carrier brokerage charges are separate from shipping. See section 5. Expedited delivery is not included and is only offered when separately confirmed.

4. COUNTRIES WE SHIP TO

We offer worldwide shipping to the countries and regions available at checkout. The shipping fees in section 3 apply to these destinations. If you are unsure about delivery to your address, please email [email protected] before ordering.

5. CUSTOMS, DUTIES & IMPORT TAXES

Import duties, VAT/GST, customs clearance and carrier brokerage charges may apply. Unless checkout expressly states that these amounts are included or collected by us, they are payable by the recipient to the relevant authority or carrier. Any amount collected by us must be disclosed at checkout. We comply with applicable collection obligations and do not describe an uncollected tax as paid. Please contact us before ordering if you are unsure about the treatment for your destination. If a parcel is returned because import charges were refused, we explain any legally permitted deductions for actual shipping or return costs before processing the refund; this does not limit statutory rights.

6. ORDER TRACKING

You receive a tracking number by email once your order is dispatched. Updates can take 24–72 hours to appear after a label is created. If tracking has not updated for more than 7 days, contact us and we will open an investigation with the carrier.

7. DELIVERY ISSUES

• Wrong or incomplete address: please double-check your address at checkout. Tell us promptly about an address error. Before dispatch, we confirm whether a change is possible and whether it affects service, cost or timing; any extra cost requires your agreement. We assess responsibility and any legally permitted actual re-delivery costs case by case. We do not use a blanket disclaimer to exclude mandatory rights.
• Lost package: if loss is confirmed by the carrier or established through a reasonable investigation, choose a free remake and reshipment or a full refund including original shipping. We do not make your remedy depend indefinitely on the carrier closing its claim.
• Damaged on arrival: see our Refund & Return Policy — photograph the packaging and item before disposal and contact us promptly, preferably within 7 days of delivery.
• Delays beyond our control: customs holds, carrier delays, weather, strikes and pandemics may extend delivery times. We will keep you informed but cannot guarantee exact arrival dates.

8. CONTACT

[email protected] — we reply within 2 business days.

Production and delivery at a glance

These are separate stages, not a guaranteed arrival date counted from checkout. Contact us before ordering for a time-sensitive gift. We do not advertise an express service unless it is actually available.

Overdue delivery and shipment exceptions

Contact us if tracking shows an exception, has not updated for more than 7 days, or the quoted delivery window has passed. We aim to acknowledge your report within 2 business days. We open a carrier investigation and provide a substantive update within 5–7 business days, with a dated next step; this is an investigation update, not a guaranteed delivery date.

If delivery is overdue, we agree an appropriate additional delivery period with you where required. If the parcel remains undelivered at the end of that period, we offer the remedy required by applicable law, including cancellation and a refund where due. You do not have to wait for a carrier investigation where the law gives you an earlier right. If loss is established, the lost-parcel options above apply. We also contact you when we become aware of a material delay.

Transit figures are estimates and are not verified country-specific guarantees. For a birthday, memorial or other time-sensitive order, contact us before paying; we accept a specific arrival commitment only when explicitly confirmed in writing. Carrier coverage, import restrictions and address eligibility are checked before custom work begins. If we cannot serve your address, we cancel and refund all amounts paid to us.

A shipping label is not proof of dispatch or delivery. We provide actual carrier and tracking details and retain handover and delivery evidence where available. Our responsibility during delivery is subject to mandatory consumer protections.