Shipping Policy
Every Muse & Paw order is personalized and prepared specifically for you and your pet. Production time and shipping time are separate, so please review both when estimating when your order may arrive.
The timelines below are estimates rather than guaranteed delivery dates.
1. Production and Processing Times
Handmade Personalized Products
Our handmade products normally require 7–21 business days for production before shipment.
The exact timing depends on our current order queue, the product and design complexity, revision requests, and seasonal demand.
Other Personalized Products
Non-handmade personalized products, when available, normally ship within 7–14 business days, depending on the current order queue.
If a product page provides a different processing estimate, the estimate shown on that product page applies.
Business days generally exclude weekends and public holidays. Customer-requested changes, delayed responses, or replacement reference photos may extend the production timeline.
2. Design Preview for Handmade Products
For handmade products, we send a design preview before formal production begins.
You may request revisions during the design stage. Formal production begins after you approve the design or after the 48-hour response period described below has passed.
If we do not receive a response within 48 hours after sending the preview, we may treat the preview as accepted and begin production based on that design.
3. Free Standard Shipping and Delivery Estimates
Standard shipping is free for orders delivered to eligible addresses in the United States, Canada, Australia, and the United Kingdom.
After an order has been completed and transferred to the carrier, estimated transit time to eligible addresses in the United States, Canada, Australia, and the United Kingdom is 5–12 business days.
Production time is not included in this transit estimate. Carrier delays, severe weather, high-volume periods, customs processing, and other circumstances outside our reasonable control may extend delivery time.
4. Tracking Information
We will send tracking information by email after your order ships.
Tracking activity may take 24–72 hours to appear after the carrier receives the shipment.
Orders containing multiple products may arrive in separate packages. If your order is split, you will receive separate tracking information for each package and will not be charged additional shipping fees because of the split shipment.
5. Expedited Options
Expedited production or shipping options may be offered when available. Any available option, applicable fee, and estimated timeline will be shown at checkout or confirmed before purchase.
Rush production shortens the production queue only, while expedited shipping shortens carrier transit time only, unless the offer expressly states otherwise. Neither option guarantees delivery by a specific date unless a guaranteed date is expressly provided in writing.
6. Delayed or Missing Packages
Tracking Shows Delivered
If tracking shows that a package was delivered but you cannot find it, please:
- Confirm that the shipping address on your order is correct.
- Check with household members, neighbors, building staff, and any safe delivery locations.
- Contact the carrier for delivery details.
- Allow up to 3 days, because carriers occasionally mark packages as delivered shortly before the final handoff.
If the package is still missing after 3 days, contact us so we can assist with the next steps.
Tracking Does Not Show Delivered
If a package has not been delivered and is more than 5 days past the estimated delivery date, contact us so we can help start a carrier investigation.
Carrier investigations and resolutions may take additional time. We will provide reasonable assistance, but carrier findings and processing times remain outside our control.
7. Packages Damaged in Transit
If your order arrives damaged, contact us within 7 days of delivery.
Please keep the item and all packaging materials and provide:
- Your order number
- Clear photographs of the damaged item
- Clear photographs of the outer and inner packaging
- A brief description of the damage
Eligible problems are handled according to our Return & Refund Policy. We will first try to resolve an eligible issue with a free remake or replacement. If that cannot reasonably resolve the issue, we will issue a refund for the affected item.
8. Shipping Address Requirements
Please provide a complete and accurate residential or commercial street address at checkout.
We currently do not ship to:
- P.O. Boxes
- APO addresses
- FPO addresses
- U.S. military addresses
If you need to correct an address, contact us as soon as possible. We will try to update it before shipment, but we cannot guarantee changes after an order has entered fulfillment or been transferred to the carrier.
If a package is returned because the customer provided an incorrect, incomplete, or ineligible address, the customer is responsible for the cost of reshipping the order.
9. Customs, Duties, and Taxes
Free standard shipping to the United States, Canada, Australia, and the United Kingdom covers standard delivery charges only.
Any import duties, taxes, customs fees, clearance fees, or other government-imposed charges are not included and, where applicable, are the customer’s responsibility.
Muse & Paw is not responsible for delays caused by customs processing, although we will provide reasonable assistance with available shipment information.
10. Order Changes and Cancellations
Changes and cancellations depend on whether materials have been prepared and whether production has started.
Please review our Return & Refund Policy for the current cancellation eligibility, applicable handling or labor deductions, and refund process.
11. Contact Us
For shipping or delivery assistance, contact us at:
Please include your order number and tracking number, if available, so we can assist you efficiently.