Common shipping questions:
Where do you ship from?
- We are proud to say we ship directly from our fulfillment center located in Austin, Texas.
How much does shipping cost?
- Shipping is FREE for all USA orders. We ship with USPS First-Class Mail with tracking available. (Shipping: 1-3 Days)
How long will it take to receive my order?
- PROCESSING TIME: Once you place your order, there will be a 5-7 day processing period before shipment.
- SHIPPING TIME: After processing, Your Item/s will be packaged and shipped the same or next day! (Shipping: 1-3 Days)
Do you ship worldwide?
- Yes, we offer Worldwide Shipping! options will be available at checkout.
Will you email me when my order is shipped out?
- Yes! You will get a confirmation email after you have placed your order, and another when your order is dispatched.
Please track your packages. Custom Pet Gifts is not responsible for lost or stolen shipments. Packages may/will be left at your front door by the postal courier if no one is home to receive it. We have no control over what happens to your package once the postal courier delivers it.
We do not replace or refund orders that are scanned "delivered" by USPS. ***
We are not responsible for lost or stolen packages or packages delayed in transit.
If there is a problem with your package delivery or tracking number, please contact USPS directly.
If USPS Tracking confirms that the package was "Delivered", no refunds or replacements will be granted.
If your order is returned to us due to an incorrect address, insufficient address, abandoned package, or refused package, you are responsible for the original shipping cost. This amount will be deducted from your order. No exceptions!
What happens if I type in the wrong address?
- If you provide us with a wrong address please email us at firstname.lastname@example.org and we will change it to the correct address only if your item has not been shipped yet. If your item has already been shipped you will be responsible for paying a 45% restocking fee. It is not our responsibility to re-send that item with your new address, so please be diligent make sure to type in your correct address when placing your orders! If you feel you made an error in your shipping address, please contact us immediately.
Where can I track my order?
We offer Worldwide Shipping but shipping times may vary based on country location. Please type in shipping details to checkout page to see shipping options.
WHEN WILL MY ORDER SHIP? (INTERNATIONAL)
Please allow 5-7 business days for your order to be processed at our warehouse prior to shipment.
HOW LONG DOES IT TAKE FOR DELIVERY TO MY COUNTRY?
FedEx Express Shipping takes 1-3 days depending on your country.
TRACKING YOUR ORDER (INTERNATIONAL ORDERS)
We use FedEx Express International service for most of our orders. This method offers the most affordable shipping rates, and, we will provide tracking information to your email/phone number on file.
Important Note: If there is a problem with your package delivery or tracking number, please contact the courier (FedEx) directly.
FedEx International Customers: 1.800.247.4747
If your order is returned to us due to an incorrect address, insufficient address, abandoned package or refused package, you are responsible for the original shipping cost. This amount will be deducted from your order.
Please note: We are not responsible for lost or stolen packages or packages delayed in transit.
INTERNATIONAL CUSTOMS TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. These charges are always the recipient's responsibility. You should contact your customs office for specific amounts and percentages.
Custom Pet Gifts cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
(If you refuse a shipment from Custom Pet Gifts, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Custom Pet Gifts This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.)