Shipping Policy
Shipping Policy – Muse & Paw
At Muse & Paw, we celebrate the unique bond between you and your pets through personalized artwork and handcrafted keepsakes. Every item is custom-made to order and carefully created by our artists and artisans.
Please review our production and shipping timelines below.
1. Production Time
Because each item is handcrafted specifically for you, production begins after your order is placed.
Production Time
• Custom products typically require 7–21 business days to complete before shipment.
• Production times may vary depending on product type, order complexity, and seasonal demand.
Artwork Approval (For Hand-Painted Portraits)
• Once your portrait is completed, we will email you a digital proof for review and approval.
• After approval, your order will be carefully packaged and prepared for shipment.
Auto-Approval Policy
• To avoid unnecessary shipping delays, if we do not receive a response within 48 hours after sending the proof, we may proceed with shipment using the submitted artwork.
Total Delivery Time
Please note that total delivery time consists of:
• Production Time: 7–21 business days
• Shipping Time: 5–12 business days (depending on destination)
2. Estimated Shipping Times
Once your order has been completed and dispatched, estimated transit times are:
• United States: 5–12 business days
• Canada: 5–12 business days
• United Kingdom: 5–12 business days
• Australia: 5–12 business days
• Europe: 5–12 business days
• Rest of World: 10–15 business days
Please note that these are estimates only and are not guaranteed delivery dates.
3. Order Changes & Cancellations
Because all products are personalized and made specifically for each customer:
• Orders may be modified or cancelled within 24 hours of purchase.
• Once production has started, we are unable to accept cancellations, refunds, or design changes.
If you need assistance, please contact us as soon as possible after placing your order.
4. Customs, Duties & Taxes
International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country.
These charges are the responsibility of the customer and are not included in our product or shipping prices.
5. Tracking Information
• A tracking number will be provided via email once your order has been shipped.
• Tracking updates may take 24–72 hours to appear after dispatch.
6. Lost or Damaged Packages
If your package arrives damaged or appears lost during transit:
• Please contact us within 7 days of the estimated delivery date.
• We will work with the shipping carrier to investigate the issue and provide an appropriate resolution whenever possible.
Please keep all packaging materials and provide photographs of any damaged items when contacting us.
7. Split Shipments
To ensure maximum protection during transit, orders containing multiple products may occasionally be shipped separately.
Because our collection includes hand-painted artwork, jewelry, memorial keepsakes, and other delicate handcrafted items, different packaging methods may be required.
If your order is shipped in multiple packages:
• You will receive separate tracking numbers for each shipment.
• No additional shipping fees will be charged.
8. Holiday & Peak Season Delays
During busy periods, including holidays and seasonal sales events, production and shipping times may be longer than usual.
We appreciate your patience and understanding during these periods.
9. Address Accuracy
Customers are responsible for providing a complete and accurate shipping address.
Muse & Paw is not responsible for packages delayed, lost, or returned due to incorrect address information provided at checkout.
10. Contact Us
If you have any questions regarding your order, our support team is happy to help.
Email: support@museandpaw.com
Business Hours: Monday – Sunday
9:00 AM – 5:00 PM (EST)