Shipping policy

1. Introduction

Thank you for choosing Petsonamade!
We’re dedicated to delivering your orders safely, efficiently, and transparently.
This Shipping Policy explains how we handle order processing, shipping methods, estimated delivery times, tracking, and related costs. Please review it carefully before placing your order.

2. Order Processing Time

All custom orders are produced within 5–7 business days after proof approval (or from the order date if the Skip Proof option is selected).
Processing time excludes weekends and public holidays.

Peak Season Notice:
During busy periods such as Black Friday, Christmas, or promotional campaigns, production and processing may take an additional 1–2 business days due to high order volume.
We’ll notify you by email if there are any significant delays.

If an item in your order requires verification or experiences a production delay, we’ll contact you within 24 hours to discuss solutions (e.g., backorder, replacement, or refund).

3. Shipping Methods & Delivery Times

We partner with trusted carriers to ensure reliable domestic and international delivery.
Delivery times vary depending on the method chosen at checkout.

Important Notes:

• Delivery times are estimates and exclude order processing time.
• Optional shipment value protection is available for DHL Express (UK) to cover loss or damage (not delays).
• International customers are responsible for any customs duties, VAT, or import taxes applicable in their region.

4. Shipping Costs

Shipping costs are automatically calculated at checkout based on:

• Your delivery address (UK or international)
• The total weight and dimensions of your order
• The shipping method selected

5. Order Tracking

Once your order ships, you’ll receive a dispatch confirmation email containing:

• Your tracking number
• A direct link to the carrier’s tracking page

Please note that tracking updates may take 24–48 hours to appear in the carrier’s system.
If there’s no update after this period, contact us at support@petsonamade.com for assistance.

6. Shipping Restrictions

We deliver throughout the United Kingdom and to most international destinations.
However:

• Some remote regions may require additional delivery time.
• Large or oversized items may incur extra shipping charges or require special arrangements — we’ll confirm details with you before dispatch.

7. Missing or Lost Packages

If your package is marked as “Delivered” but hasn’t been received:

1. Please check with your neighbours, building manager, or local post office, as the courier may have left it in a secure location.
2. If you still cannot locate the parcel within 48 hours, contact us at support@petsonamade.com with your order and tracking numbers.
3. Once the carrier confirms the package is lost, we’ll issue either a full refund or a replacement within 3–5 business days after the investigation is complete.

8. Policy Updates

Petsonamade reserves the right to update or revise this Shipping Policy at any time.
Any modifications take effect immediately upon posting on our website.
We recommend checking this page periodically to stay informed of any changes.

9. Contact Us

For any shipping-related questions, our customer support team is here to help:

📧 Email: support@petsonamade.com

🕘 Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

We aim to respond to all enquiries within 24 business hours.
Thank you for your trust and continued support!

Last Updated: September 27, 2025