Shipping policy

1. Products covered

This policy covers both standard pet products and personalised products. Standard products include non-customised pet accessories, feeding products, grooming products and travel products. Personalised products include items made using your pet's photograph, name, engraving or other customisation details.

Standard products do not require the personalised production period described below.

2. Shipping destinations

Standard products: We offer free standard shipping to eligible destinations worldwide. Availability for your address is confirmed at checkout; some products or destinations may be unavailable.

Personalised products: We also offer free standard shipping to eligible destinations worldwide, with no minimum order value. Availability for your address is confirmed at checkout.

3. Standard products: processing and delivery

Standard products are prepared for dispatch without a custom design or production stage. Any product-specific processing period will be shown on the product page or communicated before purchase.

The current estimated shipping time is 5–8 business days after dispatch. Processing time is additional. If a different delivery estimate applies to your product or destination, it will be disclosed before you place your order.

4. Personalised products: design, production and delivery

We require suitable photographs and all necessary customisation details before preparing your design preview. We will contact you if additional information is needed.

Production begins after you approve the design preview and we have received the information needed to make your item. Please allow 15–20 business days for production after approval, plus 5–8 business days for shipping after dispatch.

The combined estimated production and shipping period is 20–28 business days after design approval. This does not include time spent collecting photographs, preparing or revising the preview, or awaiting your approval.

5. Delivery estimates and tracking

Business days exclude weekends and applicable public holidays. Estimates are not guaranteed delivery dates. Customs clearance, carrier delays, public holidays and remote destinations may affect delivery.

Once your order is dispatched, we will send tracking details where available. Tracking may take time to update after dispatch.

If an order contains both standard and personalised products, the products may be dispatched separately. Any separate parcels will follow the applicable processing and shipping time for each product type. We will advise you of material changes to the expected dispatch arrangements.

6. Customs, duties and taxes

Orders may involve international shipping. Tax, customs and import arrangements may differ by destination. Any charges we collect will be shown before payment. Where additional import charges may be payable by you, we will disclose this before you place your order. Contact us before ordering if the applicable arrangements are unclear.

Free shipping refers to the standard shipping charge and does not by itself mean that import duties or taxes are included.

7. Address changes

Please check your delivery address and contact details carefully. If an error occurs, contact support@pawvellia.shop as soon as possible. We will try to help before dispatch, but an address change cannot always be made once an order has entered the shipping network. Any proposed additional charge will be explained before you agree to it.

8. Delayed, lost or damaged orders

If your order is significantly delayed, lost or damaged in transit, contact support@pawvellia.shop with your order number and details of the problem. We will investigate with the relevant fulfilment or delivery provider and provide an appropriate resolution. You do not need to resolve a product or delivery problem with our supplier yourself.

Nothing in this policy excludes or limits rights or remedies under the Australian Consumer Law or other applicable mandatory consumer law. Delivery estimates and carrier investigations do not remove those rights.