Shipping & returns,
with the duty part spelled out.

01Where it ships from

Retail parcels leave our workshop in Xinyi, Jiangsu, China, usually within two working days of the order. Wholesale containers go out of Lianyungang or Shanghai depending on the sailing — your forwarder will want the HS code and declared value before booking, and we send both with the proforma invoice, unprompted.

02How long it takes

Sampling runs 7–12 days. Bulk production after sample approval is 15–25 days depending on quantity. Retail parcels arrive in 7–12 days, tracked door to door. Sea freight to the US West Coast is 18–24 days port to port, plus customs clearance.

These are working-day estimates, not promises. Chinese New Year closes the factory for roughly three weeks, and September to November adds about a week to everything. If a date is tight for you, say so in the first email — we'd rather decline a rush order than miss your shelf date.

03Shipping, and import duty — two different things

Shipping is included. The courier is already paid for. There is no shipping line added at checkout, and nothing to settle with a driver.

Import duty is separate, and we can't include it yet. It depends on three things that move between orders: your country's tariff schedule, the HS code the parcel is declared under, and the declared value. We can't control any of them from here, so pretending it's covered would only move the surprise to your doorstep.

In practice: into the US, most pet products land in a low single-digit band; into the EU it varies with material; into Canada it changes with the value threshold. If a charge looks wrong — more than about a fifth of what you paid — send us the notice before you pay it, and we'll usually cover it rather than have you refuse the parcel.

04If it's late

If tracking shows movement but nothing has arrived after ten days past the estimate, write to us. We open a carrier claim the same day and send you the claim number, so you're not chasing a black box.

If a parcel is genuinely lost, we remake the piece rather than refund it — the piece is the point, and a refund doesn't put anything on your shelf.

05If we got it wrong

Wrong item, wrong size, a defect we should have caught, an urn that arrived cracked: send a photo within 14 days of delivery. We ship the replacement first and sort out the old one afterwards. We don't ask you to post it back before we act, and we don't ask you to prove it twice.

Keep the outer box until you've opened it. If it arrives crushed, photograph it before you cut the tape — the carrier needs that photo, and so do we.

06Changed your mind

Unused stock items: 30 days from delivery, refunded at the item price. Return shipping is on you unless the error was ours. Wholesale balances follow the terms on the proforma invoice.

Personalised pieces are different, and we won't dress it up: after we've cut it, it has your pet's name on it, and we can't sell it to anyone else. Write to us anyway. Sometimes the engraving is wrong in a way that's ours, sometimes the plate can be re-cut without remaking the whole piece, and sometimes the kindest thing is to say no clearly and quickly. You'll get a real answer, not a policy link.

07The box

Memorial urns travel in a foam cradle inside a double-wall carton, marked fragile, with the lid wrapped separately so it can't chatter against the body. Ceramics get corner blocks. Toys ship compressed but never vacuum-flattened — a squashed rope toy takes a week to look right again.

If you resell our pieces, we'll send a photo of the packed carton before it seals. It's a small thing that saves an argument later.

08Wrong address

Send the address in your first message, not after payment. If a parcel comes back because the address was incomplete, we re-ship at cost. If the mistake was ours, we re-ship free.

09Where we don't ship (yet)

Retail: US, Canada and Australia. We've paused retail shipping to the UK while we finish VAT registration — trade orders to the UK are unaffected and go through your forwarder as before.

Elsewhere: we'll quote a courier rate for a single piece if you ask, but it won't be included in the price and we'll tell you the number before you commit. Trade orders ship worldwide — for those, freight is quoted separately anyway, on Incoterms we agree in writing.