Shipping policy
Shipping Policy
Last updated: April 26, 2026
Petstrology is operated by HDG STUDIO LLC. Throughout this Shipping Policy, “we,” “us,” and “our” refer to HDG STUDIO LLC operating the Petstrology brand.
This Shipping Policy explains how production, processing, shipping, tracking, delays, and delivery issues are handled for orders placed through petstrology.store.
Order Processing and Production Time
Petstrology products are personalized and custom-made based on the photos and customization details submitted by the customer.
Because each item is made to order, orders require production time before shipping.
Our estimated production time is:
3–7 business days
Production time begins after:
- Payment is successfully completed
- Required photos or customization details are submitted
- The order information is complete and usable for production
If we need additional information, clearer photos, or corrections to your customization details, we may contact you by email. Delays in customer response may delay production and shipping.
Estimated Shipping Time
After production is completed, orders are shipped to the customer’s delivery address.
Estimated shipping time is:
7–15 business days
Shipping times may vary depending on the destination country, shipping carrier, customs processing, holidays, weather conditions, local delivery services, and other factors outside our control.
Total Estimated Delivery Time
The total estimated delivery time is usually:
10–22 business days after order confirmation
This includes both production time and shipping time.
Please note that delivery times are estimates only and are not guaranteed.
Shipping Destinations
We ship to countries and regions available at checkout.
If your country or region is not available during checkout, this means we may not currently support delivery to that location.
Shipping Costs
Shipping costs, if applicable, are shown at checkout before payment is completed.
From time to time, we may offer free shipping promotions. Free shipping offers apply only to eligible orders and destinations as stated on the website or at checkout.
Customers are responsible for any customs duties, import taxes, VAT, tariffs, or local fees that may apply in their country, unless otherwise stated at checkout.
Order Confirmation
After placing an order, you will receive an order confirmation email.
Please review your order confirmation carefully and contact us as soon as possible if there is an error in your shipping address, product selection, uploaded photos, or customization details.
For assistance, contact us at:
Tracking Information
Once your order has shipped, we will send a shipping confirmation email with tracking information when available.
Tracking updates may take a few business days to appear after the carrier receives the package.
If you do not receive tracking information after your estimated production period, please contact us at:
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a correct and complete shipping address at checkout.
We are not responsible for delays, failed delivery, lost packages, or returned packages caused by incorrect or incomplete shipping information provided by the customer.
If you notice an address mistake, contact us immediately at:
We will try to update the address if the order has not entered production or shipping, but we cannot guarantee changes after the order has been processed or shipped.
Order Changes and Cancellations
Because our products are custom-made, orders may enter production shortly after purchase.
Customers may request order changes or cancellation within 24 hours after placing the order.
After 24 hours, or once production has started, we may not be able to cancel or modify the order.
Order changes may include:
- Shipping address changes
- Photo changes
- Customization detail changes
- Product changes
- Quantity changes
To request a change or cancellation, contact us at:
Delayed Packages
Shipping delays may occur due to customs, carrier delays, high order volume, holidays, weather, incorrect address information, or events outside our control.
If your package is significantly delayed, please contact us at:
We will review the tracking information and assist with the situation.
Lost Packages
If tracking shows that your package may be lost, contact us at:
We may need to investigate the issue with the shipping carrier or fulfillment partner.
If the package is confirmed lost, we may offer one of the following solutions depending on the situation:
- Replacement item
- Remake of the order
- Partial refund
- Full refund
Packages Marked Delivered but Not Received
If tracking shows that your package was delivered but you did not receive it, please first check:
- Your mailbox
- Front door or reception area
- Building management or concierge
- Neighbors or household members
- Local delivery office or carrier
If you still cannot locate the package, contact us at:
We will review the tracking information and help where possible. However, we are not responsible for packages that are confirmed delivered to the correct address provided at checkout.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incorrect, or missing parts, contact us within 30 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos or videos of the item
- Photos of the packaging, if damaged during delivery
Eligible cases may be resolved with replacement parts, a replacement item, a remake, partial refund, or full refund depending on the situation.
For more details, please review our Refund & Return Policy.
Customs, Duties, and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, tariffs, or local handling fees.
These charges are set by the destination country and are the responsibility of the customer unless otherwise stated at checkout.
We are not responsible for delays caused by customs processing or failure to pay required import fees.
Refused or Unclaimed Packages
If a package is refused, unclaimed, or returned because the customer did not accept delivery, failed to collect the package, or did not pay required customs or import fees, we may not be able to issue a refund.
If the package is returned to us or our fulfillment partner, we will review the case and determine whether reshipment is possible. Additional shipping fees may apply.
Contact Us
For shipping, delivery, tracking, or order questions, contact us at:
Petstrology / HDG STUDIO LLC
Email: support@petstrology.store
Website: petstrology.store
Response time: We aim to respond within 24–48 business hours.