Shipping policy
Where we ship
We ship to street addresses in the 48 contiguous U.S. states and Washington, D.C. We can't ship to Alaska, Hawaii, Puerto Rico or other U.S. territories, military (APO/FPO/DPO) addresses, or addresses outside the United States yet.
We can't guarantee delivery to PO Boxes, because larger pillows often travel with carriers that don't deliver to them. Please use a street address.
Shipping cost
Shipping is free on every order.
How long it takes
Every item is made to order, so delivery time has two parts:
- Making it: usually 2–8 business days. This includes the time we take to prepare and check your print file.
- Shipping: usually 3–4 business days after it leaves production.
Most orders arrive 5–12 business days after you order. Business days are Monday to Friday, not counting the day you place your order or public holidays.
These are estimates, not guarantees. Production can take longer in busy seasons. If we need a new photo from you, the timeline starts again when we receive it.
Holiday order-by dates
We post the last day to order for Christmas delivery on our product pages and in this policy as soon as our production partner confirms it. We can't guarantee holiday delivery for orders placed after that date.
Tracking
When your order ships, we email you a tracking link. If your order has more than one item, they may arrive in separate packages. Pillows always ship on their own.
Where your order ships from
Your order is made by our production partner and shipped within the United States.
Check your address
Please double-check your shipping address at checkout. If you spot a mistake, email service@paintyourpet.com right away. We can usually correct it until your order ships, but we can't promise.
If a package comes back to us because the address was incorrect or incomplete, or because it wasn't picked up, we'll reship it once you've paid the reshipping cost. We'll tell you the amount first. Returned packages can take 4–6 weeks to reach us, and some carriers don't return them at all. In that case, we can remake your order at cost. If the carrier made the mistake, we'll reship it for free.
Late or lost packages
If tracking hasn't updated, or your order hasn't arrived, 7 days after the estimated delivery date on your tracking page, email us within 21 days of that date. We'll check with the carrier. If the carrier confirms the package is lost, we'll send a free replacement.
If tracking shows your package as delivered but you can't find it, please check around your home, with your neighbors and with your local post office, and wait 7 days, as packages sometimes turn up late. If it still hasn't arrived, contact us. Once the carrier opens a lost-package claim, we'll send a one-time courtesy replacement. We can't offer refunds for packages marked as delivered.