Shipping Policy
Production Time
Every Petslify custom plush is handcrafted individually from your photos by our team of skilled artisans. Because each order is made from scratch, production takes time.
Standard Production: Up to 6 weeks from the date your order is placed.
Expedited Production: Faster options are available at checkout for time-sensitive orders.
During production, we send you regular updates at each stage so you can track the progress of your plush. If you purchased the Sneak Peek (Plush Preview Service), you will receive photos of your finished plush before it ships.
If your order has not shipped and we become aware of a material delay beyond the estimated production timeframe, we will notify you and request your consent to an updated shipment timeframe. If you do not consent, we will process a cancellation and full refund.
Shipping
We ship worldwide. No matter where you are, we can deliver your custom pet plush to you.
Once your plush has completed production and quality inspection, it is carefully packaged and handed to our shipping carrier. You will receive a shipping confirmation email with a tracking number.
Estimated Shipping Times (after production is complete):
United States: 5–10 business days
Canada: 7–15 business days
United Kingdom: 7–15 business days
Australia / New Zealand: 10–18 business days
Rest of World: 10–21 business days
These are estimates only. Actual delivery times may vary due to customs processing, carrier delays, weather, peak seasons, or events outside our control.
International Orders — Customs & Duties
For orders shipped outside the United States, local authorities may assess import duties, VAT/GST, taxes, or brokerage and handling fees upon import or delivery. We do not collect these charges at checkout and are not responsible for them. You are responsible for paying any such charges required by your country.
Your Shipping Address
You are responsible for providing a complete and correct shipping address at checkout. If a package is returned to us due to an incomplete or incorrect address, refusal of delivery, or failure to claim the package, we can reship it at your expense or process a refund only after the item is returned to our returns center.
Shipping Insurance
We offer optional shipping insurance at checkout. If you purchase shipping insurance and your package is lost or damaged in transit, we will replace your order or issue a full refund at our discretion.
Damaged or Lost Packages
If your package arrives damaged or if tracking shows delivered but you cannot locate it, please contact us at support@petslify.com within 7 days of the delivery date. We will assist with the carrier process.
For packages stalled in transit, please contact us within 30 days of the shipment date. Timely notice allows us to open carrier investigations within applicable claim windows.
Returns & Refunds
If you are not satisfied after receiving your plush, you may return it within 30 days of delivery for a full refund. We provide a prepaid return shipping label at no cost to you.
Return address: Shipjoy, 11500 Miramar Parkway Suite 300, Miramar FL 33025
For full details, please see our Refund Policy and Terms of Service (Section 8).
Cancellations
You may cancel your order at any time before it has shipped for a full refund. No design fee or other penalties apply. Once an order has shipped, it cannot be cancelled — please see Returns above.
To cancel, email support@petslify.com with your order number.
Questions About Your Order?
Our support team typically responds within 1 business day.
This Shipping Policy is effective as of April 2026 and applies to all orders. For complete terms governing your order, please refer to our Terms of Service.