FAQs & Help

Shipping

Standard shipping is free on all orders over $60. For orders under $60, standard shipping is $4.95.  

Multiple shipping options (including express or expedited shipping) are available at check out.

Once we've reviewed and manufactured your order we'll hand over your package to our shipping carrier within 1-3 business days (Monday - Friday) during normal times* and send you your tracking number. 

Usually once you've got your tracking number, it takes 1-3 business days during normal times* for it to become active.

Estimated delivery timeframes:

Standard Shipping 4-7 business days

Express Shipping 3-6 business days

Standard shipping is free for all orders over $60.

**Please note: During sale events & peak times, extended dispatch times are expected.

Non-custom orders: usually ship out within 72 hours of purchase. 

Custom orders: since we specialize in handmade items, it typically takes about 1-2 weeks to complete. During peak times, it can take up to 3 weeks. Rest assured, we are working hard to get your order ready and shipped as soon as possible.

Yes, we do! We provide international shipping to over 100 countries. Our flat rate shipping charge is US$4.95, and delivery typically takes 4-7 business days. Plus, we offer free standard shipping on orders over US$60 (after promo codes and discounts).

However, there are some locations we are unable to ship. If you happen to be located in one of those countries or regions we will contact you.

In the U.S we use USPS and for international deliveries we use YunExpress. Once your shipment has arrived in your country, your local postal carrier (e.g CanadaPost for Canada) will finish the delivery to your address.

Please don't worry. Sometimes it takes up to 5 days for your tracking link to update. Send us an email and we'll do our best to locate where your parcel is at.

If you've entered the correct address and your shipment still didn't get delivered, please submit a Replacement Request to us.

Sure can! You can update your delivery address, email, or other personal details by reaching out to us at help@petpalsdiy.com. Our customer support team will help you make these changes.

Please be aware that our orders are processed swiftly at our fulfillment center, so we may have limited flexibility, but we'll certainly do our utmost to assist you.

*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.

Returns

As your order is 100% unique and custom made, we can't accept returns. If you have a problem with your final product, please submit a Replacement Request and we'll evaluate your situation. 

If you received an incorrect or damaged item, submit a Replacement Request and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.

Please submit a Replacement Request as soon as you notice the damage and/or defect. We will offer you a replacement and send it out to you as fast as we can.

If you're not happy with your order, feel free to submit a Replacement Request and our team will review if you're eligble for a product replacement.

To cancel the order you must notify us within 24 hours from when the order was placed.

Orders that have been sent to production can't be cancelled under any circumstance.

General Questions

Absolutely yes! If you have two or more pets, order a bundle and save. If you order a bundle of two, but upload photos of one pet, we will create two identical pet head figurines.

Yes, you can! You can ship PetPalsDIY products as gifts when you enter the address of the lucky recipient in the ‘shipping’ address and your address as the ‘billing’ address.   

*Please note: As we use external fulfillment partners, we are unable to include messages in the package - sorry!  

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