Shipping Policy
Shipping Policy
Last updated: August 23, 2026
PETMOKI products are personalized and made to order. Our timeline includes artwork preparation and approval, production, and shipping. Please review each stage below before ordering.
1. Order and Artwork Proof
After payment, our designer prepares an artwork proof using the photo and instructions submitted with your order. Production does not begin until you approve the proof.
Time spent preparing revisions or waiting for your response is separate from production and transit time. Please monitor the email address used at checkout and reply promptly to avoid delays.
2. Production Time
After artwork approval, the estimated production time is 14–30 days. This is the time required to create the personalized item before dispatch. It is not delivery time.
Handmade complexity, revision requests, order volume, material availability, quality checks, weekends, and public holidays may affect the schedule. If a material delay occurs, we will contact you as required by applicable law.
3. Estimated Transit Time
After dispatch, transit commonly takes approximately 10 days, depending on the destination, carrier, customs processing, weather, and local delivery conditions. This estimate is not a guaranteed delivery date.
4. Total Estimated Timeline
Your total order timeline consists of:
- Artwork proof preparation and any revisions.
- Customer approval.
- Production: approximately 14–30 days after approval.
- Transit: approximately 10 days after dispatch.
Please order early for birthdays, holidays, memorial dates, or other time-sensitive occasions. We cannot guarantee arrival by a particular date unless we expressly confirm that guarantee in writing.
5. Shipping Charges
Available shipping methods and charges are displayed at checkout. Promotions such as free shipping apply only when the stated conditions are met and may vary by market.
6. Tracking
When tracking is available, it will be sent to the email address used at checkout after the order is dispatched. Tracking may take several business days to update after the label is created.
7. Shipping Address
You are responsible for providing a complete and accurate delivery address. If you need to request a correction, contact support@petmoki.com immediately. Address changes are not guaranteed after production, fulfillment, or dispatch.
Additional shipping costs caused by an incorrect address, refused delivery, or an unclaimed parcel may be charged to the customer where permitted by law.
8. Customs, Taxes, and Import Fees
Taxes, duties, and import fees are handled as stated at checkout. If they are not collected at checkout, the recipient may be responsible for charges imposed by the destination country. Customs delays are outside the carrier's and PETMOKI's direct control.
9. Delays
Delivery estimates may be affected by customs, weather, carrier disruption, remote-area delivery, public holidays, peak-season volume, or events beyond reasonable control. Where applicable law requires it, we will notify you of a material delay and provide available options.
10. Lost, Stalled, or Delivered Parcels
If tracking has not updated for an extended period, or the parcel has not arrived within a reasonable time after the estimate, email support@petmoki.com with your order number.
If tracking shows "delivered" but you cannot locate the parcel, please check with household members, neighbors, the delivery location, and the local carrier. Contact us promptly if it remains missing so we can review the available carrier process.
11. Damaged Packages
If an item arrives damaged, retain the item and all packaging. Contact us within 7 days of delivery with the order number and clear photos of the product, damage, shipping label, and packaging. Please review our Return and Refund Policy for claim eligibility.
12. Split Shipments
Items in the same order may occasionally ship separately. If this occurs, you may receive more than one tracking number and parcels may arrive on different days.
13. Contact
For shipping assistance, email support@petmoki.com and include your order number.