Shipping Policy

Felt Pet Portraits creates personalized artwork to order. Shipping therefore begins only after the commission has been completed, any agreed review stage has finished, the balance due has been paid, and the work has been prepared for dispatch.

This policy covers both the final artwork sent from Emma to the customer and, when separately approved, pet hair sent from the customer to Emma.

1. Three Different Time Periods

Please distinguish between:

1. Inbound material time: the time for approved pet hair to travel from you to Emma and clear any applicable checks.
2. Commission time: inquiry review, queue, reference preparation, active handwork, customer responses, and any agreed adjustments.
3. Outbound delivery time: packaging, carrier transit, customs, local delivery, and collection after the finished piece is dispatched.

These periods do not run as one guaranteed shipping estimate. A carrier’s delivery estimate does not include commission time, and a product’s creation estimate does not include customs or final delivery.

2. Production and Dispatch Estimates

The estimated commission schedule depends on the product, size, number of pets, pose, coat and markings, accessories, reference quality, current queue, revision needs, and any pet-hair inclusion.

The applicable estimate will be stated on the product page, at checkout, or in the accepted quote. Unless expressly described as guaranteed, dates are good-faith estimates rather than fixed delivery promises.

An estimate may begin only after we have the required payment, usable reference photographs, confirmed specifications, and any approved customer-supplied material. Customer response delays can move the schedule.

3. Shipping Destinations

Available destinations are determined by the checkout or written quote. We may be unable to ship to a country, region, remote area, post-office box, military address, freight-forwarding service, or address affected by carrier, customs, sanctions, insurance, or import restrictions.

An inquiry from a country does not guarantee that shipping is available. We will confirm feasibility before accepting the order when the website cannot calculate it automatically.

4. Shipping Charges

Shipping charges are shown at checkout or in the written quote. They may depend on destination, parcel dimensions, declared value, tracking, signature, insurance, remote-area surcharges, and selected speed.

A competitor’s rate or a previous customer’s rate does not guarantee the rate for a new order. If a carrier cost changes before order acceptance, we will provide the updated amount before taking the order.

Expedited transit, where available, shortens only the carrier journey. It does not automatically shorten queue time or handmade production time. A separate rush-production service applies only if Emma offers and confirms it in writing.

5. Delivery Address

Provide a complete, accurate, deliverable address, recipient name, postal code, country, and reachable telephone number. Review these details carefully in the order confirmation.

Contact us immediately if an address needs correction. We cannot guarantee a change after the label is created or the parcel is handed to the carrier. The customer may be responsible for additional costs caused by an incorrect or incomplete address, redirection, refusal, or failure to collect, except where applicable law provides otherwise.

For gifts, make sure the recipient is willing and able to receive the parcel and complete any required customs or carrier process.

6. Packaging, Tracking, Signature, and Insurance

Finished work will be packaged with protection appropriate to its format and destination. Tracking will be provided when supported by the selected service.

Higher-value or international orders may require insurance, delivery confirmation, or signature. A customer request to waive a protective service may be declined where it creates unreasonable risk.

Tracking can take time to update after a label is created. A label-created notice means the shipment is being prepared or has entered the carrier process; it does not always mean the parcel has received its first physical scan.

7. Estimated Transit Time

Transit estimates are provided by the carrier and may vary by service and destination. They are not guaranteed unless the carrier sells a guaranteed service and that guarantee expressly applies to the shipment.

Possible causes of delay include customs, security screening, weather, peak seasons, labor disruption, remote-area handoff, incorrect address details, unpaid import charges, public emergencies, and carrier network events.

If we learn before dispatch that the promised shipment date cannot be met, we will provide an updated estimate and any choice to accept the delay or cancel that is required by applicable law.

8. Customs, Duties, Taxes, and Import Rules

International shipments may be inspected and may incur import duties, value-added tax, goods and services tax, brokerage, handling, storage, or other government and carrier fees.

Unless checkout or the written quote expressly says that these charges are included, the recipient is responsible for them. We cannot predict every country’s assessment and recommend checking local import rules before ordering.

We will describe and value the parcel truthfully. We will not mark a commercial order as a gift, declare a false value, or use an inaccurate customs description. Customs delays and decisions are outside our direct control.

If a recipient refuses to pay a lawful charge or complete customs clearance, the parcel may be delayed, returned, abandoned, confiscated, or destroyed. Any refund or re-shipment will be assessed under the Refund Policy, after accounting for the order’s personalized nature, recoverable item condition, non-refundable carrier or customs costs, and applicable law.

9. Delivery and Safe Receipt

Use a secure address where someone can receive or collect the parcel. Follow the carrier’s tracking and act promptly on delivery attempts, customs requests, or collection notices.

A carrier may leave a parcel at the door, reception desk, mailroom, parcel locker, neighbor, or other authorized location according to its service rules and your delivery settings. Felt Pet Portraits does not control the final-mile procedure, but we will help investigate a documented delivery issue.

10. Delayed or Stalled Tracking

If tracking has not updated for an unusual period, contact us with the order reference and tracking number. We may ask the carrier to trace the parcel. Carrier investigations can require a waiting period before a shipment is classified as lost.

Do not assume a parcel is lost solely because tracking pauses during customs or a handoff between carriers.

11. Tracking Says Delivered but the Parcel Is Missing

First check the complete delivery address, household members, neighbors, reception, mailroom, safe places, and any carrier photograph or notice. Then contact the local carrier and Felt Pet Portraits promptly.

We will review the delivery record and assist with an available carrier inquiry. A delivered scan will be investigated; it is not automatically treated as conclusive proof that you personally received the parcel, nor does a missing parcel automatically establish carrier loss.

12. Lost Shipments

When a carrier confirms that an outbound parcel is lost, we will assess the order, insurance, available evidence, remake feasibility, and legal requirements. The remedy may be a remake, replacement, or refund as appropriate.

Because each portrait is handmade, a remake may require new production time and may contain normal handmade differences. We will discuss the available resolution before proceeding.

13. Damaged Parcels or Artwork

Inspect the parcel promptly. If it arrives crushed, wet, opened, or otherwise damaged:

1. Photograph the parcel before discarding anything.
2. Photograph the shipping label, all sides of the outer packaging, internal protection, complete artwork, and close views of the damage.
3. Keep the item and all packaging.
4. Contact us as soon as possible, preferably within 7 calendar days.
5. Do not attempt repair or return the item until you receive instructions.

Carrier and insurance claims often require the original packaging. A prompt report helps preserve the claim, but it does not shorten a non-waivable legal right.

The appropriate remedy may be repair, adjustment, remake, replacement, or refund, depending on the damage and applicable law. See the Refund Policy for details.

14. Incorrect Item or Addressed-to-Someone-Else Parcel

If you receive the wrong artwork or a package intended for another person, do not display, publish, or forward photographs of the other customer’s personal information. Keep the item and packaging secure and contact us immediately for private instructions.

We will arrange an appropriate correction and handle personal information in accordance with the Privacy Policy.

15. Returned-to-Sender Parcels

A parcel may be returned because of an incorrect address, failed delivery, non-collection, refusal, unpaid customs charges, import restrictions, or carrier error.

We will inspect the returned parcel and contact the purchaser. If re-shipment is possible, additional shipping, insurance, customs, or address-correction charges may apply when the return was caused by customer-provided information or inaction. If the return resulted from our error, we will provide the correction required by law.

Personalized artwork is not automatically refundable merely because the carrier returns it. Any cancellation or refund will be handled under the Refund Policy.

16. Customer-to-Emma Shipping of Pet Hair

Pet hair is not covered by the ordinary finished-artwork shipping process. Do not send it to an address found online, copied from a parcel, or provided by another customer.

If Emma approves pet-hair inclusion, you will receive private instructions covering:

• The accepted hair type and minimum practical quantity.
• The requirement that material be clean and fully dry.
• Inner sealing, outer packaging, and order-reference labeling.
• The approved receiving details and any delivery limitations.
• Tracking and customs guidance.
• What will happen to unused material.

Inbound shipping responsibility

The customer normally arranges and pays for the inbound shipment unless the written order says otherwise. Use tracking where available and keep a portion of irreplaceable material whenever possible.

The commission cannot enter a pet-hair-dependent production stage until the material is received, identified, inspected, and accepted. A carrier’s proof that the parcel reached a country or city is not the same as studio acceptance.

International restrictions

Animal-origin material may be restricted by postal, courier, airline, export, import, agricultural, biosecurity, or customs rules. Requirements can differ from those for finished artwork. Do not send material internationally unless Emma confirms the proposed route and you have checked the carrier and origin-country rules.

Authorities or carriers may inspect, delay, return, confiscate, or destroy non-compliant material. Felt Pet Portraits cannot guarantee delivery while the material is in third-party transit and will not instruct a customer to use a false customs description.

Condition on arrival

We may reject material that is wet, moldy, contaminated, unsafe, excessive, unidentified, or different from what was approved. If there is a problem, we will contact you before incorporation and explain the available options, likely delay, and any added shipping cost.

17. Combining Orders

Separate commissions may ship separately because they have different completion dates, sizes, addresses, customs requirements, or packaging needs. We will combine shipments only when practical and confirmed. Combining orders does not automatically reduce charges already incurred.

18. No Public Return or Pet-Hair Address

For privacy and shipment control, Felt Pet Portraits does not publish a studio receiving or return address. Contact Emma first. An unauthorized shipment may be refused, delayed, misdirected, or subject to charges.

19. Contact About Shipping

For an address correction, tracking question, damage report, or approved pet-hair shipment:

• WhatsApp: +86 183 9671 6150
• Online inquiry form

Include the order reference and tracking number where available. Do not post addresses, tracking details, or customer photographs in a public comment.