Shipping policy
Shipping Policy
Processing Time
All orders are custom-made. After you approve your pet's AI-generated portrait, production takes 3–5 business days. We do not ship before your portrait is approved.
Shipping Rates & Delivery Times
All prices are in USD. Shipping rates are calculated at checkout based on your location and the items in your order.
| Zone | Countries | Estimated Delivery |
|---|---|---|
| SE Asia (Express) | Malaysia, Singapore, Thailand, Indonesia, Philippines, Vietnam | 3–7 business days |
| United States | USA | 7–14 business days |
| Canada | Canada | 7–14 business days |
| Australia & NZ | Australia, New Zealand | 10–18 business days |
| Europe | UK, Germany, France, Netherlands, Belgium, Austria, Sweden, Denmark, Finland, Ireland, Italy, Spain, Portugal, Norway, Switzerland, Poland, Czech Republic | 10–21 business days |
| Rest of World | All other countries | 14–28 business days |
Delivery times are estimates and begin after production is complete. Peak seasons (November–December) may add 2–5 business days.
Order Tracking
Once your order ships, you will receive an email with a tracking number. You can track your order at any time through your account page.
Customs & Import Duties
International orders may be subject to import duties and taxes upon arrival in your country. These charges are the responsibility of the buyer and are not included in our shipping rates or product prices.
Lost or Delayed Packages
If your package has not arrived within the estimated timeframe, please contact us at hello@thepawsonality.com. We will investigate with the carrier and, if the package is confirmed lost, send a free replacement at no extra cost.