Shipping policy

Shipping Policy

At ToutouPets, each custom product is individually made to order based on your pet’s photos. Please allow time for both production and shipping.

Processing & Production Time

Most custom ToutouPets products require approximately 7–10 business days to create before shipment.

Production time may vary slightly depending on order volume, product complexity, photo quality, or customization requirements.

Please note that production time and shipping time are separate.

Shipping to the United States

After production is completed, orders shipped to the United States typically arrive within approximately 7–12 business days.

Estimated total time:

  • Production: approximately 7–10 business days
  • Shipping: approximately 7–12 business days
  • Estimated total: approximately 14–22 business days

These are estimates rather than guaranteed delivery dates.

Order Tracking

When tracking information becomes available, it will be provided to the customer using the contact information associated with the order.

Tracking updates may take some time to appear after the parcel has been handed over to the carrier.

Shipping Delays

Delivery times may be affected by circumstances outside our control, including:

  • Carrier delays
  • Customs processing
  • Severe weather
  • Holidays and peak shopping periods
  • Incorrect or incomplete shipping information
  • Other transportation or logistics disruptions

ToutouPets cannot guarantee an exact delivery date once a parcel has been transferred to the shipping carrier.

Shipping Address

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

Please contact us as soon as possible if you notice an error in your address.

Once an order has been shipped, we may not be able to change the delivery address.

If a parcel is returned, delayed, or lost because the customer provided an incorrect or incomplete address, additional shipping charges or replacement costs may apply.

Lost Packages

If your tracking information has not updated for an unusually long period or you believe your parcel may be lost, please contact us.

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

Damaged Packages

If your order arrives damaged, please contact us within 7 days of delivery and provide:

  • Your order number
  • Clear photos or videos of the damaged item
  • Photos of the shipping package and packaging materials

After reviewing the issue, we may offer a remake, replacement, partial refund, or full refund depending on the circumstances.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, or other fees depending on the destination country.

Unless otherwise stated during checkout, any customs duties, import taxes, or similar charges imposed by the destination country are the responsibility of the customer.

International Shipping

Shipping availability, delivery times, and rates may vary by destination.

If international shipping is available for your location, the available shipping options and charges will be shown during checkout.

Contact Us

If you have questions about production, shipping, tracking, or delivery, please contact us through our website contact page or at:

[toutoupetsteam@gmail.com]