Shipping policy

Each Pawmento piece is made to order — crafted, engraved, and finished only after you place your order. This handcrafted approach takes a little longer than mass production, but it's what allows us to honor each piece with the care it deserves.

PROCESSING TIME

All orders are produced within 3-5 business days after you upload your pet's photo at checkout. You'll receive an email confirming your order, then another when your piece ships with a tracking number.

If your photo needs any adjustment before production, our team will reach out to you directly before we begin.

DELIVERY ESTIMATES & SHIPPING COSTS

The following are total delivery times from the date you place your order, including both production and shipping. All prices are in U.S. Dollars (USD).

UNITED STATES
- Standard: 7-10 business days — Free
- Priority: 6-7 business days — $11.99

CANADA
- Standard: 9-13 business days — $9.70
- Priority: 7-10 business days — $21.50

INTERNATIONAL (United Kingdom, European Union, Australia, New Zealand)
- Standard: 8-15 business days — $9.22
- Priority: 7-10 business days — $24.50

Delivery times are estimates based on typical processing and shipping. Actual delivery may vary due to carrier delays, customs processing, or peak periods.

CARRIERS

We ship via USPS (US Standard), FedEx (US Priority and international), and DHL (international). Once your piece ships, you'll receive an email with a tracking number. Please allow up to 24 hours for tracking information to activate after dispatch.

P.O. BOX ADDRESSES

P.O. Box addresses are eligible for USPS Standard shipping only. We cannot ship to P.O. Boxes via FedEx Priority or DHL. If you select Priority shipping to a P.O. Box, we will contact you to arrange an alternative address.

INTERNATIONAL TRACKING

International tracking may show no updates between the time the package leaves our US warehouse and the time it clears customs in your destination country. This is normal. Once your package enters your local carrier's system, tracking updates will resume.

CUSTOMS & IMPORT DUTIES

International orders may be subject to customs fees, import duties, or local taxes determined by your country's customs authority. These charges are the recipient's responsibility and are not included in the order total at checkout.

LOST OR DELAYED ORDERS

If your piece hasn't arrived within the expected delivery window:

- If tracking shows your package has not been delivered: contact us at support@pawmento.shop within 30 days of the estimated delivery date. We'll work with the carrier to investigate and arrange a remake.

- If tracking shows "Delivered" but you have not received the package: please first check with neighbors, building staff, and household members, and look for delivery notes. If the package cannot be located, contact us at support@pawmento.shop within 7 days of the delivery date. We will help you file a claim with the carrier. Please note that packages marked as "Delivered" by the carrier are not automatically covered for replacement unless Package Protection was added to your order.

DAMAGED ORDERS

If your piece arrives damaged, contact us at support@pawmento.shop within 14 days of delivery with photos showing the damage. We'll arrange a free remake.

ADDRESS ACCURACY

Please double-check your shipping address before completing checkout. We cannot redirect orders once shipped, and addresses cannot be changed after production has begun. If an order is returned to us due to an incorrect or undeliverable address, we'll contact you to arrange a re-ship at your cost.

QUESTIONS

For any shipping questions, reach out to us at support@pawmento.shop. We respond within 1-2 business days.