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 Pet Figurines & Memorial Urns:
  • Standard Order: Ready to ship in approx. 6–8 weeks. This timeline allows our team to carefully recreate your pet’s unique features and quality-check every personalized piece.
  • 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 (for example, adjusting fur colour or ear shape), this will naturally extend the production time. 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 use multiple layers of protective cushioning and secure boxing to help your keepsake arrive safely.
• Tracking Your Order: When your package leaves our studio, you will receive a shipping confirmation email containing your tracking number.

Estimated Delivery Times:

• United States: 7–12 business days.
• International: 10–20 business days (varies by destination).

3. Customs 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.