Shipping Policy
1. Order Processing
The factory will create a production plan within 24 hours after you submit the order. Once submitted, customized information cannot be changed. Please review your customized details carefully.
Please allow 24 - 48 business hours for us to process your order. Within 5 - 7 business days, you will receive an email to approve your artwork proof.
2. Shipping Times
Estimated Delivery Date* Comprises Processing Time + Delivery Time.
- Standard Shipping: If Order Price < $69, shipping fee is $6.99, and shipping time is 7 - 10 business days. If Order Price over $59, free shipping, and shipping time is 7 - 10 business days.
- Expedited Shipping: $16.99 per order, and shipping time is 4 - 7 business days.
- Handling time (days) and transit time (days) in a week are calculated from Monday to Saturday (excluding Sunday).
- Total delivery time = Handling time (days) + Transit time (days).
- Order cut off: 12:00 AM - (GMT - 05:00) Eastern Standard Time (New York) Timezone.
- Shipping time is not including handing time (1 - 3 business days).
3. Shipping Methods and Tracking
Shipping method can be selected at Checkout.
Upon dispatch, customers will receive a tracking link (where applicable) to follow the progress of their shipment. Please note that Royal Mail delivery may not always be a tracked service.
You will receive a confirmation email with a tracking link so that you can follow your order. Please allow 5 - 7 days for the carrier to scan your package into their system. If there is no tracking information available, it means the carrier has not processed the parcel yet.
4. Returns and Exchanges
General:
Because custom orders are individualized, they are usually not returnable or exchangeable. However, we will address damages caused by design or product.There is a $25 cancellation fee if you choose to cancel your order after artwork has been started.
Cancellations are accepted within the first hour of the order being placed and if the order has not yet been dispatched. If an order has already been dispatched, refer to the refund policy.
- Return Due To Change Of Mind: Accepted if a request is received within 3 days of receipt of item and the item is returned in the original packaging, unused and in resellable condition. Only applicable for standard, non-custom made items. Return shipping is at the customer's expense. Patch&Pops will refund the value of the goods but not the shipping cost.
- Warranty Returns: Valid claims submitted within 90 days of receipt of items will be honored. Customers pre-pay return shipping and will be reimbursed upon successful claim. Options upon claim confirmation include refund, store credit, or replacement (if available).
5. Delivery Issues
If you have a problem with your order, such as it being stolen, lost, or damaged during delivery, please contact us at contact@petscustom.com.
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. If it has passed a total of 3 weeks since you have placed the order and we are unable to conduct an investigation, a refund may be provided if the courier is able to refund us.
6. Holiday Orders
Our holiday order deadlines vary. All orders placed before midnight on November 20th, 2024, are guaranteed to be delivered before Christmas. Orders placed after Nov 20th are not guaranteed to be delivered before Christmas unless you paid for RUSH. BLACK FRIDAY ORDERS ARE DELIVERY AFTER CHRISTMAS. Please refer to our website for regular updates on recommended order deadlines.
PLEASE PURCHASE ROUTE SHIPPING PROTECTION ON YOUR ORDER. IF YOU DECLINE THE PROTECTION, WE ARE NOT LIABLE FOR ANY LOSS, STOLEN, OR DAMAGED ITEMS SHIPPED THROUGH USPS OR UPS. THE ROUTE SHIPPING PROTECTION IS ON YOUR ORDER AUTOMATICALLY AND IF YOU UNCHECK THE BOX, YOU ARE THEN LIABLE.
7. Customs and Duties
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be.
8. Restricted Delivery Zones
We has some restricted delivery zones which include CU (Cuba), IR (Iran), KP (North Korea), SL (Sierra Leone), Palestinian Territories, South Sudan, Myanmar, Crimea Ukraine. These are due to adverse politics and/or pandemic status.
9. Incorrect Address
Make sure you provide the correct address at checkout. If there is incorrect or missing information, it may cause delays. We are not responsible if your order gets delivered to the wrong address or returned to the sender. For orders returned due to an incorrect address, a re-shipping fee may be required. If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if that parcel gets lost, stolen, or damaged.