Please note that the shipping time is not including processing time.

How Long Does it Take to Receive My Order?

It usually takes 3-5 business days to process the order and send it out. Once shipped, Standard Shipping usually takes 8-15 business days to arrive, Priority Shipping usually takes 5-10 business days to arrive. Shipping is currently available only to US, CA, AU, NZ address.

Estimated Delivery Time = Processing Time + Shipping Time

Please note that during the holidays our production time may vary.

Order Processing Time

All orders will be processed within 3-5 business days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Country	Shipment Methods	Shipping Time	Shipment Cost
the Contiguous United States	Standard Shipping	8-15 Business Days	$7.99 (Free over $79)
Non-contiguous Areas & Islands in the U.S	Standard Shipping	10-15 Business Days	$9.99 (Free over $79)
the Contiguous United States	Priority Shipping	5-10 Business Days	$14.99(0kg-0.75kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$19.99(0.751kg-1.25kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$24.99(1.251kg–1.5kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$34.99(1.51kg–2.5kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$44.99(2.51kg–3.5kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$54.99(3.51kg–4.5kg)
the Contiguous United States	Priority Shipping	5-10 Business Days	$64.99(4.51kg–5kg)
Canada	Standard Shipping	10-20 Business Days	$9.99 (Free over $79)
Australia	Standard Shipping	8-15 Business Days	$9.99 (Free over $79)
New Zealand	Standard Shipping	8-15 Business Days	$9.99 (Free over $79)

Delivery delays can occasionally occur. Once a package leaves our warehouse, it is completely out of our control unfortunately. In the event you have not received your order after 4 weeks after shipped out, please email us at petpillowcustom@gmail.com.

If your tracking shows the item has been delivered and you have not received your package, please allow 1-2 additional business days for delivery. If it still has not arrived, please contact us for additional tracking information. 

Shipment Confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has been shipped containing your tracking number(s). The tracking number will be active within 48 hours. If you have not received an email confirmation, please check your Junk or Spam folder, and add Pet Pillow Custom to your Safe Senders list. If you still can not see a confirmation email, please email us at petpillowcustom@gmail.com so we can update your details, as this usually means you have not entered your email correctly.

Incorrect Shipping Addresses

If you enter a incorrect shipping address, and fail to notify us before your order is shipped, we will not be responsible for the package. Our system automatically sends out order notifications with the shipping address noted, which will give you ample time to notify us of any issues.
In the instance where your package has been sent, there are a few options.
1. Contact us with your tracking number, and we will help you ask if the shipment can be re-routed. You may need to verify your identity, and prove the package is yours. 
2. Enquire at the address where the package was delivered.
3. If the receiver marks the package as "Return to Sender", and it comes back to our warehouse, we will notify you and have it re-sent to your correct address. Additional shipping charges may apply.

Do you ship internationally?

International shipping is not available currently, only orders with United States, Canada, Australia, New Zealand shipping address are accepted, but international shipping is our top priority.

NOTE: All prices on our site are USD. Once you complete your transaction, it will charge your card in your respective currency.

Please note:

1. If your personalized product was remade, your order might be delayed. Only those items that passed the quality inspection process can be sent out, with our standards and aim to supply you a perfect gift.
2. At this time, we do not ship to APO/FPO addresses or college dorms.
3. We do not offer overnight shipping.

Affected by Covid-19, there will be some delay on the delivery.

If you have any questions, please feel free to email us at petpillowcustom@gmail.com