Shipping & Refunds

All orders typically take 5-14 days to create and ship (depending on the customization service you choose, the time required to complete may vary). During sales, this time may increase slightly. Shipping times vary by country.

Note: If there is an issue with your order (e.g. new pet photo needed), this understandably will extend your production time.

We also send all customers an artwork proof and ask for your approval before printing. So the faster you approve, the quicker we can ship!

All orders are shipped with tracking and you will receive your tracking number by email as soon as it's available.

NOTE: Expect a delay during the holiday period (Nov/Dec) as our couriers experience a surge in parcels to be delivered.

Shipping Details

At Pawcuddle, we aim to offer you the best shipping option. 

1. Does Pawcuddle ship to my country?

We ship to almost every country in the world except the following ones, due to shipping restrictions. We're sorry and will keep working on this.

Bahamas
Yemen
Cuba
Iran
Sudan
Syria

2. How long will it take for my order to arrive?

Total delivery time = processing time + shipping time

(not including customs delays, weekends, holidays, and any unforeseen circumstances)

Delivery Time

Order Processing: This is usually need 5-14 days for most orders. We sometimes also offer a queue jump option.
Express Shipping Time (YunExpress): 6-8 Business Days.
Standard Shipping Time: 7-20 Business Days.
Wrong Shipping Information

If you have left the wrong shipping address or contact information, please contact our customer service within 2 hours.
Please note that it is the responsibility of the customers to enter their shipping address correctly. We are unable to redirect to another shipping address after we have processed and shipped the parcel.
Contact us at @info.zenandhealing.com

Refund & Return Policy

Due to the customized nature of our products, we do not accept returns once you have confirmed the design and production has begun. Each artwork is carefully designed and uniquely crafted for you and your pet.

If you are not satisfied with the final product, please contact us—we are committed to ensuring customer satisfaction and will do our best to resolve any concerns.

If you receive an incorrect item, wrong size, print error, or a damaged product, we will provide a free replacement. Please notify us within 48 hours of receiving your order.

Artwork Edits & Revisions

We offer unlimited minor revisions to the artwork based on the original photo and costume selection. However, major changes, such as using a new photo or changing the costume/product, are allowed only once per order. If you wish to request a third change (e.g., a new photo or another costume modification), an additional $10 fee will apply.

Order Cancellations

If you need to cancel your order, you may do so within 24 hours of purchase. After 24 hours, cancellations will be subject to approval, as our artists often begin working immediately. If the artwork has already been created, a $10 fee will be charged to cover part of the production cost.

Photo Submission Guidelines

Your artwork is created based on the photo you provide. It is your responsibility to submit a high-quality image that follows our photo guidelines. If a low-quality image is provided, the final artwork will reflect that, and we cannot offer revisions or refunds.

While we allow special requests in order notes, we cannot guarantee all modifications (e.g., closing/opening a mouth, adding a smile, etc.). However, we can make small adjustments, such as removing red-eye or editing eye color.