Shipping Policy

PetAureli currently ships to selected international destinations made available during checkout.

Our supported destinations may change from time to time based on carrier availability, customs requirements, logistics conditions, and our ability to provide a reliable delivery experience.

Where displayed at checkout, PetAureli provides Complimentary Tracked Shipping for eligible orders and destinations.

This means there is no separate standard shipping charge added for the eligible tracked shipping method shown at checkout.

Any customs duties, import taxes, VAT, brokerage fees, handling charges, or similar destination-country charges are separate from the shipping price unless we expressly state that they are included.

Because PetAureli products are individually created, your total waiting time consists of two separate stages:

Each PetAureli piece is handcrafted in approximately 7–10 days. Delivery typically takes 7–15 days after dispatch.

Shipping estimates begin only after your custom artwork has been completed, passed quality checks, packed, and handed to the carrier.

Before an order can ship, we may need to complete several steps, including:

• reviewing your pet photograph;
• confirming customization information;
• creating your personalized artwork;
• completing any applicable proof or approval stage;
• production and assembly;
• quality inspection; and
• protective packaging for international transport.

Our standard production time is approximately 7–10 days. Production may occasionally take longer depending on artwork complexity, order volume, customer response time, materials, holidays, or quality-control requirements.

After dispatch, delivery typically takes approximately 7–15 days. Any delivery estimate displayed on our Site, at checkout, in an order message, or by a shipping carrier is an estimate rather than a guaranteed delivery date unless expressly stated otherwise.

Delivery speed can vary according to:

• destination country or region;
• carrier network;
• customs clearance;
• local postal conditions;
• remote-area delivery;
• public holidays;
• weather;
• security inspections; and
• other circumstances outside our reasonable control.

Once your order has been dispatched and tracking information becomes available, we will provide tracking details where supported.

Tracking may be provided through:

• your shipping confirmation email;
• your PetAureli customer account;
• a carrier tracking page; or
• another tracking service used for your shipment.

Tracking information may require some time after dispatch to become visible in the carrier's system.

We select shipping and logistics services based on the destination, parcel characteristics, carrier availability, reliability, tracking support, and other operational considerations.

The carrier used for one order may therefore be different from the carrier used for another order.

We may also use logistics partners that transfer the parcel to a local carrier for final-mile delivery.

PetAureli orders may cross international borders and may therefore be subject to customs procedures, VAT, import duties, customs fees, brokerage charges, handling charges, or other destination-country requirements.

Unless the checkout page expressly states that a particular tax, duty, or import charge is included in the amount collected by PetAureli, additional charges imposed by customs authorities, carriers, governments, or other authorities may be payable by the recipient.

Import rules can change and may differ by country, product value, product category, and shipping method.

Please provide a complete and accurate shipping address when placing your order.

This includes, where applicable:

• recipient name;
• street address;
• apartment, unit, or building information;
• city;
• state, province, or region;
• postal or ZIP code;
• country;
• telephone number; and
• other information required by the carrier.

If you notice an error, contact us immediately at support@petaureli.com.

Once the parcel has entered the shipping network, we cannot guarantee that the delivery address can be changed.

International shipments can occasionally be delayed even after they have been dispatched.

Examples include:

• customs inspection or clearance;
• carrier congestion;
• weather events;
• holiday periods;
• flight or transportation disruption;
• local delivery interruptions; or
• other circumstances outside our reasonable control.

A delayed tracking update does not necessarily mean that a parcel is lost.

If tracking appears unusually delayed, contact us and we will help review the shipment where reasonably possible.

If your parcel appears to be lost, please contact us with your order information.

We may need to allow an appropriate transit period and open an investigation with the carrier or logistics provider before a shipment can be formally treated as lost.

If the carrier confirms that a parcel has been lost and the loss was not caused by an incorrect customer-provided address or another customer-controlled issue, we will work with you toward an appropriate resolution in accordance with our Refund & Returns Policy and applicable law.

If your package arrives visibly damaged, please keep the product and the original packaging and contact us promptly.

We may ask you to provide:

• your order number;
• photos of the outer package;
• photos of any visible shipping damage;
• photos of the internal packaging;
• photos of the affected artwork; and
• a short description of the problem.

Please do not discard the packaging until we confirm that it is no longer needed for a carrier claim.

A parcel may be returned to the sender if the carrier is unable to complete delivery.

This may happen because of:

• an incomplete or incorrect address;
• failed delivery attempts;
• failure to collect a parcel;
• customs or import issues;
• recipient refusal; or
• other carrier-specific reasons.

If a parcel is returned because of a customer-provided address error, failure to collect, refusal, or another customer-controlled reason, additional shipping or handling costs may apply before reshipment.

Please contact us before taking further action so that we can review the tracking history and circumstances.

If you have a question about shipping, tracking, delivery, customs, or a parcel issue, please contact us.