Production & Shipping Policy
At Petosmos, we specialize in one-of-a-kind, handcrafted keepsakes. Because each item is customized to your pet’s unique features, our fulfillment process involves meticulous artistry and care.
1. Production Timeline (The Artistry Phase)
Our production times vary depending on the complexity of the item you’ve ordered:
Custom Needle-Felted Figurines & Memorial Urns:
Standard Order: Ready to ship in approx. 6–8 weeks. This timeline allows our artists to meticulously sculpt and paint your pet’s likeness, ensuring every detail is captured.
Priority Tribute (Rush Order): Ready to ship in approx. 3–4 weeks. These orders are moved to the front of our studio queue.
Custom Pet Photo Mugs:
Processing time: 3–5 business days. Each mug is custom-printed and quality-checked before leaving our studio.
Important Note on Revisions: If you request design changes during the review process (e.g., “please adjust the fur color” or “make the ears sharper”), this will naturally extend the production time. Perfection is a partnership, and we want you to love the final result!
2. Shipping Process & Delivery
Once your unique piece has passed our final quality inspection, it begins its journey to you.
Secure Packaging: We treat every item like a treasure. We use multiple layers of extra-thick protective cushioning and custom boxing to ensure your keepsake arrives safely.
Tracking Your Order: As soon as your package leaves our studio, you will receive a shipping confirmation email containing your Tracking Number. You can follow its progress every step of the way.
Estimated Delivery Times:
United States: 7–12 business days.
International: 10–20 business days (varies by destination).
3. Custom Duties & Taxes
For international orders outside the US, please note that Petosmos is not responsible for any customs duties, taxes, or import fees that may be applied by your local government.
4. Return & Refund Policy (For Customized Items)
Due to the highly personalized nature of our products, we do not accept returns or offer refunds for “change of mind.”
Damaged Items: If your order arrives damaged or with a clear manufacturing defect, please contact us at sales@petosmos.com within 48 hours of delivery with clear photos of the issue. We will arrange a replacement or repair for you immediately.