Shipping policy

Shipping Policy

Last updated: December 2025

Thank you for shopping with PetPrints. We aim to make receiving your custom pet art as smooth and enjoyable as creating it. Please review our Shipping Policy below.

1. Order Processing Times

Digital Portraits

  • Digital files (no physical print) are delivered via email.

  • Typical processing time: 2–5 business days after your photo is received and approved.

  • You will receive a preview mock-up before the final file is sent.

Physical Products (Prints & Merchandise)

  • Physical items are printed and shipped by our trusted print partners.

  • Production time is usually 3–7 business days, depending on the product.

  • Production may take slightly longer during peak holiday seasons.

2. Shipping Times

NZ and Australia delivery: 7–18 business days (depending on location)

Please allow a little extra time during holidays. Every print is made to order with care.

These timeframes are estimates and not guarantees. Shipping delays due to customs, seasonal demand, or courier issues are outside our control.

3. Tracking Information

Once your physical order has been shipped, you will receive a confirmation email with a tracking link (if available for your region).
Some smaller items or certain countries may not include tracking.

Digital portrait orders do not include tracking, as they are sent via email.

4. Shipping Costs

Shipping fees are calculated at checkout and vary based on:

  • Product type

  • Destination

  • Courier rates

  • Any promotional discounts

5. Incorrect or Incomplete Addresses

Customers are responsible for providing accurate shipping information.
PetPrints is not liable for:

  • Lost packages due to incorrect addresses

  • Additional shipping charges for re-sending returned items

If you notice an error after checkout, please contact us immediately at [your email].

6. Customs, Duties & Taxes (International Orders)

International shipments may incur customs fees, import taxes, or duties.
These charges:

  • Are determined by your local government

  • Are the customer’s responsibility

  • Are not included in your purchase or shipping cost

We cannot estimate these fees in advance.

7. Damaged, Lost, or Missing Packages

Damaged Items

If your order arrives damaged, please contact us within 7 days with photos of:

  • The damaged product

  • The packaging

  • The shipping label

We will arrange a replacement through our print partner.

Lost Packages

If tracking shows your order as lost or not moving for an extended period, please reach out — we’ll do our best to help.

Missing Deliveries

If a tracking status shows “Delivered” but you did not receive your item:

  • Check with neighbours or building staff

  • Look in safe drop areas

  • Wait 24–48 hours (couriers sometimes mark “Delivered” early)

If still missing, contact us and we’ll assist where possible.

8. Split Shipments

On occasions, because some products ship from different locations or facilities, your order may arrive in separate packages. You will receive tracking for each shipment when applicable.

9. Questions?

We’re here to help.
For any shipping questions or concerns, please contact us: hello@petptrints.co.nz