PETTERNA SHIPPING POLICY
All Petterna products are carefully crafted and shipped from China.
π Our Shipping Methods
We offer two shipping options to meet your delivery needs:
π¦ Standard Shipping
Delivery Time: 8-15 business days after dispatch
Best For: Non-urgent orders and cost-conscious customers
Coverage: Worldwide delivery available
Basic Rates: $3.2 per 100g
Additional charge per shipment: $6Β
Tracking Number: YES
β‘ Express Shipping
Delivery Time: 4-7 business days after dispatch
Best For: Gifts, special occasions, and time-sensitive orders
Coverage: Worldwide delivery available
Basic Rates: $7.6 per 500g
Additional charge per shipment: $14Β
Tracking Number: YES
Business days are Monday through Friday, excluding public holidays. Delivery times are estimates and may vary due to customs clearance and carrier delays.
π¨ How Shipping Works: Two Different Product Types
At Petterna, we handle ready-to-ship and custom products differently to ensure you get the best value and service.
π¦ Ready-to-Ship Products
For all in-stock items:
At Checkout: Shipping cost is calculated based on your location and selected method
Payment: You pay for both product and shipping together
Processing: We process and ship within 1-2 business days
Tracking: You receive tracking information immediately upon shipment
Delivery: According to your selected shipping method (10-16 or 4-7 days)
π¨ Custom/Personalized Products
Why Custom Orders Work Differently:
Each Petterna custom piece is handcrafted uniquely for your pet. Because of this special nature:
- Weight Varies: Final product weight can't be determined until creation is complete
- Production Time Varies: Complex designs may take longer than simple ones
- You Deserve Choice: You should decide shipping speed after seeing your finished product
β Our Custom Product Shipping Process:
Step 1: Order Placement
- You pay only for the custom design/product at checkout
- No shipping fee charged yet
- You receive an order confirmation email immediately
Step 2: Artisan Creation
- Our crafters begin work ASAP
- Your unique piece is carefully handmade with attention to detail
- Production time depends on design complexity
Step 3: Completion Notification
We email you with:
- πΈ A video of your finished product
- βοΈ Exact weight and package dimensions
- π° Shipping cost for both Standard and Express options
- π Estimated delivery timeframes
Step 4: Your Shipping Choice
- Review the finished product video
- Choose Standard (10-16 days) or Express (4-7 days) shipping
- Reply to our email with your preferred option
Step 5: Payment & Dispatch
- We send you a secure payment link for shipping
- Once shipping payment is received, we dispatch within 24 hours
- You receive tracking information immediately
π International Shipping
Petterna proudly ships to pet lovers worldwide! πΎ
What You Need to Know:
Customs & Import Duties:
- International customers are responsible for all customs duties, import taxes, and fees imposed by their country
- These charges are not included in our product prices or shipping costs
- Fees are collected by your local customs authority or carrier upon delivery
Restricted Countries: We currently cannot ship to: Cuba, Iran, North Korea, Syria, Crimea region, and other countries under international trade sanctions.
π Shipping Address Requirements
Please ensure your shipping address is complete and accurate!
Required Information:
- β Full recipient name
- β Complete street address
- β Apartment, suite, or unit number (if applicable)
- β City, state/province, and postal/ZIP code
- β Country
- β Valid phone number
- β Valid email address
Important Notes:
- We ship only to the address provided on the website order receipt
- Address changes may be possible before shipment - contact us immediately
- We cannot be held responsible for:
- Non-delivery due to incorrect addresses provided by customers
- Packages returned due to incomplete addresses (missing apartment numbers, etc.)
- Lost packages due to insufficient address information
β οΈ Re-shipping fees apply for orders returned due to customer address errors
π¦ Package Tracking
What to Expect:
1. Order Confirmation Email
- Sent immediately after order placement
- Includes order number and summary
2. Production Updates (Custom Orders Only)
- "Production has begun" notification
- "Your custom product is complete" notification with video
3. Shipping Confirmation Email
- Sent when your order is dispatched
- Includes tracking number and carrier information
- Contains estimated delivery date
4. Track Your Package
- Use the tracking number on the carrier's website
- Allow 24-48 hours for tracking information to activate
Tracking Links:
- After "Delivered" status: We are not liable for lost or stolen packages
- Claims: Must be filed 3-7 days after expected delivery date
- Resolution: We'll assist with carrier investigations, but cannot guarantee outcomes
β οΈ Delivery Issues & Claims
Package Not Received
If tracking shows "Delivered" but you haven't received your package:
- Check with neighbors, building management, or alternative delivery locations
- Contact us after 3 days - we'll investigate with the carrier
If tracking shows package stuck or not moving:
- Contact us immediately if no update for 7+ days
- We'll file a carrier investigation
Damaged Items
Item damaged during shipping:
- Take photos of the package exterior and damaged item within 48 hours
- Do not discard packaging - needed for carrier claims
- Email us at love@petterna.com with photos
- We'll handle the carrier claim
Production defects (custom items):
- β We take full responsibility
- β Free replacement or full refund
- β No return shipping required
Lost Packages
We'll initiate:
- Carrier investigation
- Replacement or refund processing
π Cancellations & Changes
Ready-to-Ship Products
Cancellation Window:
- β Within 1 hour of ordering: Full refund, no questions asked
- β οΈ After 1 hour: Order may have entered processing, contact us immediately
- β After shipment: Cannot cancel, but you can return upon receipt (see Returns Policy)
Custom/Personalized Products
Due to the handmade nature of custom items:
- β Within 1 hour of ordering (before production begins): Full refund
- β οΈ Within 24 hours (production not started): Possible, contact us immediately
- π° After 24 hours (production begun): $25 cancellation fee + partial refund
- β After completion notification: No cancellations accepted
Address Changes:
- Contact us immediately if you need to change your shipping address
- Changes possible only before shipment
- For custom orders: Address changes possible at the shipping selection stage
π Returns & Exchanges
Custom/Personalized Products
Due to the unique, made-to-order nature:
- β Not returnable or exchangeable unless defective or damaged
- β Production defects: Free replacement or full refund
- β Shipping damage: Free replacement with photo proof
- β Change of mind: Not eligible for return
Quality Guarantee: If your custom product has any craftsmanship issues, we'll make it right at no cost to you.
Ready-to-Ship Products
- β Return within 7 days of delivery
- β Items must be unused, in original condition with tags
- π° Customer pays return shipping costs
- π΅ Refund issued within 3 business days of receiving returned item
Return Process:
- Contact us at love@petterna.comΒ for return authorization
- Ship item back to our return address (provided in authorization email)
- Include order number in the package
- Use trackable shipping method
Contact Our Shipping Team
Have questions about your order or shipping?
We're here to help! πΎ
β±οΈ Response Time: Within 12 hoursΒ
When contacting us, please include:
- Order number
- Tracking number (if available)
- Description of your question or issue
- Photos (if reporting damage or issues)
βοΈ Legal Terms & Liability
Our Responsibilities
Petterna is responsible for:
- β Accurate product descriptions and quality craftsmanship
- β Proper packaging to prevent shipping damage
- β Timely dispatch within stated processing times
- β Providing accurate tracking information
Carrier Responsibilities
Once packages are handed to carriers, they assume responsibility for:
- Transit times and delivery
- Package handling and condition
- Lost or damaged shipments
Customer Responsibilities
You are responsible for:
- β Providing accurate, complete shipping addresses
- β Paying applicable customs duties and import taxes
- β Being available to receive packages or arrange re-delivery
- β Inspecting packages upon receipt and reporting damage within 48 hours
Force Majeure
We are not liable for delays or failures caused by events beyond our reasonable control, including:
- Natural disasters (earthquakes, floods, hurricanes)
- Pandemics or public health emergencies
- War, terrorism, or civil unrest
- Government actions or regulations
- Carrier strikes or service disruptions
- Severe weather conditions
In such cases, we'll notify you promptly and work toward reasonable solutions.
Limitation of Liability
- Our maximum liability is limited to the order value
- We are not responsible for consequential or indirect damages
- Carrier claims must be filed directly with the shipping company (we'll assist with documentation)
π± Our Commitment to Sustainable Shipping
At Petterna, we care about your pet and our planet:
π¦ Recyclable Packaging
All our boxes and padding materials are recyclable
πΏ Minimal Waste
Right-sized packaging to reduce waste and carbon footprint
β»οΈ Eco-Friendly Materials
Biodegradable packing peanuts and recycled paper fill
π Optimized Routes
Carbon-neutral shipping options with our carriers
We encourage you to recycle all Petterna packaging materials!
β Frequently Asked Questions
Q: Can I change my shipping address after ordering?
A: Yes, but only before shipment. Contact us immediately. For custom orders, you can update your address when selecting shipping options.
Q: Do you offer expedited production for custom orders?
A: Rush production may be available for an additional fee. Contact us before ordering to check availability.
Q: Why wasn't I charged shipping for my custom order?
A: Custom product shipping is calculated after production due to variable weight. You'll be contacted to choose and pay for shipping when your item is complete.
Q: What if my package is marked delivered but I never received it?
A: Contact us after 48 hours. Check with neighbors and your building first. If you purchased shipping insurance, you're fully covered.
Q: Can I ship to a different country than my billing address?
A: Yes! Just ensure the shipping address is complete and accurate.
Q: How do I track multiple items in one order?
A: If items ship separately, you'll receive multiple tracking numbers via email.
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