Shipping Policy
Last updated: September 1, 2026
At PawUrnCo, we take great care in packaging and shipping your custom pet memorials. Every order is hand-packed in our workshop with protective materials to ensure safe arrival. This Shipping Policy outlines our shipping methods, rates, delivery times, and related information.
1. Order Processing Time
Because our products are handcrafted to order, there is a production period before your order ships:
- 3D Leather Portraits: 7-10 business days after design approval
- Wooden Memorial Urns: 5-7 business days after design approval
- Gift Sets: 7-10 business days after design approval
- Accessories (non-custom): 1-2 business days
For custom orders, the production clock starts after you approve your digital design proof. We provide a digital proof within 48 hours of order placement, and you can request unlimited revisions. Rush production (3-5 business days) is available at checkout for an additional $25 fee.
Business days are Monday through Friday, excluding US federal holidays. Orders placed after 2pm PST on Friday or on weekends will begin processing the following business day.
2. Domestic Shipping (United States)
We ship to all 50 United States, including Alaska, Hawaii, and US territories (Puerto Rico, Guam, US Virgin Islands, APO/FPO addresses).
| Shipping Method | Delivery Time | Cost |
|---|---|---|
| Standard (USPS Priority Mail / UPS Ground) | 3-5 business days | Free on All Orders |
| Express (UPS 2nd Day Air) | 2 business days | $19.99 |
| Overnight (UPS Next Day Air) | 1 business day | $34.99 |
Free standard shipping applies to orders with a subtotal of $75 or more after discounts and before taxes. Shipping rates are calculated at checkout based on the shipping address and selected method. APO/FPO addresses are shipped via USPS Priority Mail and may take longer than standard delivery times.
3. International Shipping
We currently ship to the following international destinations:
- Canada: 7-14 business days, $24.99 flat rate
- United Kingdom: 10-18 business days, $34.99 flat rate
- Australia: 12-21 business days, $34.99 flat rate
- European Union (selected countries): 10-18 business days, $34.99 flat rate
We are continuously expanding our international shipping. If your country is not listed, please contact us at [email protected] and we will do our best to accommodate your order.
Customs, Duties, and Taxes: International orders may be subject to customs duties, import taxes, and handling fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in our shipping charges. We are unable to predict or control these fees. Please check with your local customs office for more information. We are required by law to declare the full value of merchandise on customs forms and cannot mark packages as "gift" to avoid duties.
Important Note About Urns: We ship all urns empty. We are unable to ship urns containing ashes internationally due to customs restrictions. If you need to ship ashes internationally, please consult with your local postal service or a funeral director.
4. Order Tracking
Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to track your package. You can also track your order anytime by visiting our Track Order page and entering your order number and email address. We send email updates at every stage of your order: order received, design proof ready, production started, and shipped.
If you do not receive a shipping confirmation within the estimated production time, please check your spam folder or contact us at [email protected].
5. Packaging
Every PawUrnCo memorial is carefully packaged to ensure safe arrival. Our packaging includes:
- Protective bubble wrap and/or foam inserts tailored to each product
- Sturdy corrugated shipping boxes
- Elegant gift-ready inner packaging (tissue paper, ribbon, and a branded box)
- A handwritten thank-you note
- A complimentary pet sympathy card (for memorial orders)
- Care instructions for your memorial
We use eco-friendly packaging materials whenever possible, including recycled cardboard and biodegradable packing peanuts.
6. Shipping to Multiple Addresses
Currently, we can only ship to one address per order. If you would like to send items to multiple addresses, please place separate orders for each shipping address. We apologize for any inconvenience.
7. Lost, Damaged, or Stolen Packages
While we take every precaution to ensure safe delivery, occasionally packages may be lost, damaged, or stolen in transit. If this happens to your order, please follow these steps:
- Damaged on arrival: Take photos of the damaged packaging and product, then contact us within 48 hours of delivery. We will file a claim with the carrier and send a replacement as quickly as possible at no extra cost.
- Marked as delivered but not received: First, check with neighbors, building management, or your local post office. If the package cannot be located, contact us within 7 days of the delivery date. We will work with the carrier to locate the package and, if necessary, send a replacement.
- Lost in transit (no tracking updates for 7+ days): Contact us and we will open an investigation with the carrier. If the package is confirmed lost, we will send a replacement or issue a full refund at your option.
Please note that we cannot be held responsible for packages stolen from your delivery location after successful delivery. We recommend using a secure delivery location or requesting signature confirmation for high-value orders.
8. Address Changes
If you need to change your shipping address after placing an order, please contact us as soon as possible at [email protected]. We can update the address at no charge if the order has not yet shipped. Once an order has shipped, we cannot change the delivery address, but we will do our best to intercept the package with the carrier (additional fees may apply).
9. Inclement Weather and Carrier Delays
Occasionally, severe weather, natural disasters, or other events beyond our control may cause shipping delays. We will notify you if we become aware of significant delays affecting your order. Delivery estimates provided at checkout are estimates and not guaranteed.
10. Contact Us
If you have any questions about shipping, please contact our customer care team:
- Email: [email protected]
- Live Chat: Available on our website (Mon–Fri, 9am–6pm PST)