Shipping policy

Shipping & Delivery Policy

Effective Date: April 14, 2026

Thank you for choosing Puppyoomew especialize in creating fully bespoke, handmade pieces for your cherished companion. Please read the following policy carefully, as it outlines important information regarding order processing, shipping timelines, and international delivery for orders shipped directly from our studio in China.

1. Our Commitment

We are committed to crafting and delivering your one-of-a-kind order with the utmost care and precision. Each item is made to order, ensuring its uniqueness and quality.

2. Shipping Destinations

We currently ship to the United States, Australia, and Canada. For inquiries regarding other regions, please contact us before ordering.

3. Processing & Production Time (Please Read Carefully)

All our products are made-to-order. This means production begins only after your order and customization details are confirmed. This process cannot be rushed without compromising quality.

  • Standard Processing Time: 10-15 business days.

  • This is the time required in our workshop to handcraft your item after order confirmation. This does not include shipping transit time.

4. Shipping Time & Transit

Once your order is completed, it will be shipped via reliable international carriers such as DHL Express, FedEx, or UPS.

  • Estimated Shipping Transit Times (After Dispatch):

    • To the USA: 5-10 business days

    • To Australia: 7-12 business days

    • To Canada: 7-12 business days

  • Total Estimated Delivery Window: Please expect your order to arrive within 20-30 business days (approximately 4-6 weeks) from the date of purchase, accounting for both production and shipping.

5. Shipping Costs & Methods

Shipping costs are calculated at checkout based on destination and package weight. We offer standard and expedited shipping options.

6. Import Duties, Taxes, and Customs Fees

  • Important: You, the customer, are solely responsible for paying any and all import duties, value-added taxes (VAT/GST), customs brokerage fees, or other charges levied by your country's customs authorities upon import.

  • We declare the full value of the goods on all international shipping documents. We cannot mark items as “gifts” or understate their value.

  • These fees are not included in the item price or shipping cost. We have no control over these charges and cannot predict what they may be. Please contact your local customs office for more information.

7. Order Tracking & Delivery

You will receive a shipment confirmation email with a tracking number once your order has been dispatched. It is your responsibility to:

  • Provide a correct and complete shipping address.

  • Monitor the tracking information.

  • Be available to receive the package or make arrangements with the carrier. We are not liable for packages left at the door if the carrier deems it safe to do so.

8. Shipping Delays & Lost Packages

  • Delays: We provide time estimates, but cannot guarantee delivery dates. International transit is subject to delays beyond our control, including (but not limited to) customs inspections, weather events, carrier backlogs, and local holidays. We are not liable for any losses or inconveniences caused by shipping delays.

  • Lost in Transit: If your tracking information shows no movement for an extended period  15 business days after the estimated delivery date, please contact us. We will initiate a trace investigation with the carrier. If the carrier confirms the package is lost, we will, at our discretion, either remake and reship your item or issue a store credit.

9. Returns & Refunds (Critical Policy for Custom Items)

Due to the personalized, made-to-order nature of our products, we DO NOT accept returns, exchanges, or offer refunds for reasons such as:

  • Change of mind.

  • Choosing incorrect size or customization options.

  • Minor variations in leather grain or color, which are natural characteristics of full-grain leather.

  • Delays in shipping.

Exceptions:

We will only accept a return or offer a remake/refund if the item you receive is materially different from what was described on the product page or has a verified manufacturing defect. In such cases, you must contact us within 48 hours of delivery with clear photographic evidence. The item must be unused and in its original packaging. Return shipping will be at our expense.

10. Contact Us

For any questions regarding shipping, please contact us at:

  • Email: yinyinbc1@gmail.com

  • WhatsApp: +1(725) 303-7920

  • Business Hours: [8:00-20:00, e.g., GMT+8]

By placing an order, you acknowledge that you have read, understood, and agree to be bound by this Shipping & Delivery Policy.

Puppyoomew Team