Shipping & Delivery

Bringing Your Masterpiece Home

We know you’re excited to receive your custom pet portrait. Here’s everything you need to know about the journey of your unique artwork—from our artists' hands to your home.

Our Shipping Promise

Shipping Method	Cost	Estimated Delivery Time
Standard Tracked Shipping	Free on orders $75+	5–10 business days after dispatch
Standard Tracked Shipping	$7.95 (for orders under $75)	5–10 business days after dispatch

Business days are Monday to Friday, excluding public holidays.
The estimated delivery time is a guide and begins after your order has been dispatched. It can vary based on your location and local customs processing.

The Journey of Your Custom Artwork

Each piece is a one-of-a-kind creation. Its journey requires time, skill, and heart. Here's a step-by-step look at how we bring your vision to life.

Step 1: Order Confirmation

Immediately after you place your order, you'll receive a confirmation email. Please double-check that your shipping address is correct. If you spot an error, contact us at support@willowpawart.com right away.

Step 2: Artwork Proofing (We send your proof in 3–5 business days)

Our artists hand-paint your pet's portrait and email you a proof for review. This is your opportunity to provide feedback or request revisions. We work with you until you are 100% in love with the design.

Please note: The overall timeline depends on your response speed for approval or revisions.

Step 3: Hand-Crafted Production (5–10 business days after your approval)

This is where your approved design becomes a physical piece. Once you give us the final "okay" on the artwork proof, our artisans get to work.

Why 5–10 business days? This is our dedicated production window. Every order goes through a careful crafting process and a final quality check to ensure every detail is just right.

Step 4: Dispatch & Shipping Confirmation

Once production is complete and your piece passes our final quality check, we carefully package it for its journey. We'll send you a shipping confirmation email containing your tracking number.

Step 5: Delivery (5–10 business days after dispatch)

Your package is now on its way! Estimated delivery time is 5–10 business days. Please note that this can be affected by factors beyond our control, such as local customs processing in your country.

Total time from order to your door: about 3–5 weeks

Expedited Service (+$24): 10–14 business days total (excluding revision time) — production and shipping are prioritized to get your custom piece to you sooner. Rush Service moves your preview to 1–2 business days, with priority production and shipping — about 10–14 business days in total.

For Digital Downloads: Your high-resolution digital artwork will be delivered within 2 business days after final approval — ready to download and enjoy.

Important Information for International Customers

We are proud to ship to most countries worldwide. Please be aware of the following:

Customs, Duties, and Taxes

You, the customer, are responsible for all customs duties, import taxes, and any other fees levied by your country's customs department.
These charges are not included in the product price or our shipping cost. They are determined by your local customs authorities and are beyond our control.
Payment of these fees is often required for your package to be released from customs. Refusing to pay them may result in your package being returned or abandoned. We cannot issue a refund for orders that are abandoned due to non-payment of customs fees.

By placing an order with WillowPawArt, you agree to these terms and accept responsibility for any associated charges.

Frequently Asked Questions (FAQ)

Q: How can I track my order?
A: Once your order ships (after you've approved the artwork), you will receive an email with a tracking number and a link. Simply click the link to see your delivery status.

Q: My tracking hasn't updated in a few days. Is this normal?
A: Yes, this can be normal, especially when a package is in transit between countries or clearing customs. Please allow a few business days for the status to change. If it remains stuck for more than 5 business days, please contact us at support@willowpawart.com.

Q: Can I change my shipping address?
A: Please contact us immediately if you need to change your address. We can easily update it before you approve your artwork proof. Once an order is approved and sent for final production, we cannot guarantee changes can be made.

Q: My package says "Delivered," but I don't have it. What should I do?
A: Please don't worry. We recommend you:

Check with your neighbors, building management, or front desk.
Look in any safe-drop locations (e.g., porch, behind a plant, mailroom).
Wait one business day, as packages are sometimes scanned "delivered" prematurely.
If you still can't find it, please contact the courier first, then reach out to us at support@willowpawart.com for assistance.

Have More Questions?
Our friendly customer service team is here to help! Don’t hesitate to email us at support@willowpawart.com.