Shipping policy

Shipping Policy

At MemoPaw, many of our pieces are personalized or handcrafted specifically for each customer. Because custom products require design review and individual production, the total time before delivery includes both production time and shipping transit time.

Please review the timelines below before placing your order, especially if your purchase is intended for a birthday, holiday, memorial date, wedding, or other special occasion.

Quick Shipping Summary

Ready-to-Ship: Typically dispatched within 3 business days.
Custom Made: First preview usually sent within 1–2 business days. After preview approval, production typically takes 1–2 weeks before dispatch.
Premium Custom: First preview usually sent within 1–2 business days. After preview approval, production typically takes 4–5 weeks during regular seasons and 5–6 weeks during peak seasons before dispatch.
Standard Shipping: Approximately 7–15 business days after dispatch.
Express Shipping: Approximately 3–7 business days after dispatch.

Please note: Production time and shipping time are separate. Choosing Express Shipping does not shorten the customization or production process.

1. Product Categories & Processing Times

MemoPaw products generally fall into three categories: Ready-to-Ship, Custom Made, and Premium Custom.

A. Ready-to-Ship Products

Ready-to-Ship products do not require personalized production and are typically dispatched within 3 business days.

Business days are Monday through Friday, excluding public holidays.

B. Custom Made Products

Custom Made products are personalized using your photos, names, text, or other customization details.

For products that include a digital preview, the first preview is usually sent within 1–2 business days after we receive your complete customization information.

After the preview is approved, your custom item will typically be carefully made and dispatched within 1–2 weeks.

C. Premium Custom Products

Premium Custom products involve more detailed handcrafted work, such as sculpting, painting, engraving, leather craftsmanship, three-dimensional artwork, or other artisan processes.

For products that include a digital preview, the first preview is usually sent within 1–2 business days.

After preview approval, production typically takes:

Regular seasons: approximately 4–5 weeks before dispatch.
Peak seasons: approximately 5–6 weeks before dispatch.

Peak seasons generally include periods of higher order volume, such as major holidays and seasonal gifting periods.

Because Premium Custom pieces involve detailed handcrafted work, we strongly recommend ordering early if the item is intended for a specific date.

Product-Specific Timelines

Some products may require more or less production time depending on the craftsmanship, materials, complexity, number of pets, customization requirements, or seasonal order volume.

If the production timeline shown on an individual product page differs from this general policy, the timeline listed on the product page will take priority.

2. Design Preview & 48-Hour Confirmation

Preview Creation

For most Custom Made and Premium Custom products that include a preview, we usually send the first design within 1–2 business days.

The preview will be sent to the email address provided at checkout. Please make sure your email address is correct and check your inbox and spam folder regularly.

48-Hour Preview Confirmation

Please review and respond to your preview within 48 hours of receiving it.

During this period, you may:

Approve the preview
Request reasonable revisions
Request cancellation before production begins

If we do not receive a response within 48 hours, the preview will be considered automatically approved and production will begin.

Preview Revisions

Reasonable revisions may be requested during the preview stage before the design is approved or before the 48-hour confirmation period expires.

Once the preview has been approved, or automatically approved after 48 hours, production may begin immediately and further design changes may no longer be possible.

If a change can still be accommodated after production begins, additional fees or additional production time may apply.

For complete cancellation and refund terms, please review our Return & Refund Policy.

3. Products That Do Not Require a Preview

Some personalized products, such as certain photo-printed or simple text-personalized items, may not require a digital preview.

For these products, production may begin shortly after the order is placed.

Please check the individual product page to confirm whether a preview is included and to review the applicable production timeline.

4. Production Time vs. Shipping Time

Production time and shipping transit time are separate.

Production time is the time required to design, create, inspect, and prepare your product before dispatch.

Shipping time begins only after your order has been dispatched and handed to the shipping carrier.

For example, if a Custom Made product requires 1–2 weeks of production and Standard Shipping takes approximately 7–15 business days, both periods should be considered when estimating the total time before delivery.

Express Shipping only affects the shipping transit stage and does not shorten preview creation, approval, or production.

5. Standard Shipping

Shipping Fee

Standard Shipping is available for a flat rate of USD $8.00.

Free Standard Shipping

We offer free Standard Shipping on orders over USD $100.00, after discounts and before taxes where applicable.

Estimated Transit Time

Standard Shipping typically takes approximately 7–15 business days after dispatch.

Standard shipments may be handled by USPS, YunExpress, 4PX, or other equivalent logistics partners depending on the destination and available shipping route.

6. Express Shipping

Shipping Fee

Express Shipping is available for a flat rate of USD $40.00.

Estimated Transit Time

Express Shipping typically takes approximately 3–7 business days after dispatch.

Express orders may be shipped through FedEx, DHL, UPS, or another equivalent international express courier.

Customers who require faster transit after production should select Express Shipping during checkout.

Express Shipping does not shorten production time.

7. Estimated Total Timeline

The examples below are provided to help explain how production and shipping times work together. They are estimates only and do not guarantee a specific delivery date.

Ready-to-Ship

Approximately 3 business days of processing, followed by the selected shipping method.

Custom Made

Approximately 1–2 business days for the first preview, followed by approximately 1–2 weeks of production after approval, plus shipping transit time.

Premium Custom — Regular Season

Approximately 1–2 business days for the first preview, followed by approximately 4–5 weeks of production after approval, plus shipping transit time.

Premium Custom — Peak Season

Approximately 1–2 business days for the first preview, followed by approximately 5–6 weeks of production after approval, plus shipping transit time.

Revision requests, delayed preview approval, complex customization, public holidays, or unusually high order volume may extend the overall timeline.

8. Shipping Regions

MemoPaw ships to most countries and regions worldwide, including but not limited to:

United States
Canada
United Kingdom
Australia
New Zealand
European Union countries
Asia-Pacific regions

Shipping availability may vary for remote areas, restricted regions, or destinations affected by carrier or customs limitations.

If we are unable to ship to your location after an order is placed, we will contact you as soon as possible.

9. Customs Duties, Taxes & Import Fees

International shipments may be subject to customs duties, import taxes, VAT/GST, brokerage charges, or other fees imposed by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient.

MemoPaw does not control customs charges and cannot predict the amount that may be assessed by local authorities.

Customs processing may also affect delivery time.

10. Shipping Delays

All production and delivery estimates are provided in good faith, but they are estimates rather than guaranteed arrival dates.

Delays may occur due to circumstances such as:

Customs inspections
Carrier disruptions
Severe weather
Public holidays
Strikes
Remote delivery locations
High seasonal order volume
Unexpected production or material delays
Events outside our reasonable control

During peak seasons, both production and carrier networks may experience higher-than-normal volume. We recommend ordering early whenever your purchase is needed for a particular occasion.

11. Special Dates, Holidays & Urgent Orders

If your order is intended for a birthday, wedding, Christmas, memorial date, or another important occasion, please order as early as possible.

A requested date entered in an order note does not automatically guarantee delivery by that date.

We cannot guarantee a specific arrival date unless it has been expressly confirmed by MemoPaw in writing.

Selecting Express Shipping does not guarantee that a custom product will be produced sooner.

12. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review:

Recipient name
Street address
Apartment or unit number
City
State or province
Postal or ZIP code
Country
Telephone number, where required

MemoPaw is not responsible for delays, failed delivery, or lost packages caused by incorrect or incomplete shipping information provided by the customer.

Address Changes

If you need to change your shipping address, please contact us as soon as possible.

We will do our best to update the address before dispatch, but changes cannot be guaranteed once the order has shipped.

13. Returned Packages & Failed Delivery

If a package is returned to us because of:

An incorrect or incomplete address
Failure to collect the package
Refusal of delivery
Repeated unsuccessful delivery attempts

additional shipping charges may be required before the order can be sent again.

Original shipping fees may not be refundable.

For personalized products, the product cost may also be non-refundable once the custom item has been completed.

For additional refund information, please review our Return & Refund Policy.

14. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email with available tracking information to the email address used for your order.

Please allow approximately 1–2 business days for tracking information to begin updating on the carrier’s website.

A tracking number may be created before the carrier performs its first physical scan, so it is normal for tracking information to take some time to become active.

15. Lost Packages

If tracking has not updated for an unusually long period or your package appears to have been lost in transit, please contact us.

We will review the tracking information and assist with contacting the carrier where appropriate.

Carrier investigations may require additional time before a replacement or other resolution can be determined.

16. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please first:

Check around your property and delivery location
Check with household members or neighbors
Check your mailbox, reception desk, or parcel locker
Contact the shipping carrier for delivery details

If the package still cannot be located, please contact us and we will assist where reasonably possible.

MemoPaw cannot guarantee reimbursement or replacement for packages that the carrier has confirmed as correctly delivered.

17. Damaged Packages

If your order arrives damaged, please contact us within 48 hours of delivery.

Please provide:

Your order number
Clear photos of the damaged product
Photos of the outer packaging
Photos of the shipping label
A brief description of the damage

Please keep the product and packaging until we have reviewed your request.

For complete damaged-item, replacement, and refund terms, please review our Return & Refund Policy.

18. Business Days

Unless otherwise stated, business days are Monday through Friday and exclude public holidays.

Production timelines expressed in weeks are approximate production periods, while timelines specifically expressed in business days exclude weekends and applicable public holidays.