Shipping Policy

Seller And Coverage

This policy applies to commissions shipped by AI Cube, LLC d/b/a WoolenPet ("WoolenPet," "we," or "us"). Business mailing address: 2810 N Church St, STE 88565, Wilmington, DE 19802.

When The Production Clock Starts

The production clock starts only when WoolenPet has received cleared payment and all usable reference photos and information reasonably needed to make and ship the accepted commission. If information is missing, we will identify what is needed, and the production clock may remain paused until it is received.

When the order is complete, we will send a Reference Complete / Work Start Notice that states the promised ship-by date. We use a reasonable basis that accounts for current capacity, materials, the accepted product, and fulfillment time when setting that date. A product-page estimate does not replace the ship-by date stated for the accepted order.

Preview Approval And Shipment

We ordinarily ship after production, express Final Approval, final quality control, and packing are complete. Silence is not Final Approval. If an item does not require a preview, the accepted order will say so before payment.

A shipping label or tracking number does not itself mean the order has shipped. Shipment occurs when the finished commission is placed in the carrier's possession. We will place tracking in the customer account or send it by email when available.

If We Cannot Meet The Ship-By Date

If we cannot ship by the promised date, we will notify the customer before that deadline, explain the reason, state a revised date for which we have a reasonable basis, and offer a cost-free choice to:

1. expressly consent to the revised ship-by date; or
2. cancel the unshipped commission for a prompt 100% refund under the Refund Policy.

Silence is not consent to a delay. Consent to one revised date does not authorize a further delay. If we cannot meet an agreed revised date, we will request express consent again or cancel and refund the order. A capacity problem, carrier problem before shipment, or other force-majeure event does not remove these notice, choice, and refund protections.

United States Shipping And Charges

WoolenPet currently accepts delivery addresses in the United States only. Supported U.S. orders include standard shipping at USD 0.00. Any expedited delivery, special handling, or other paid shipping service must be selected and shown in the accepted quote before payment. We do not currently offer international shipping.

We will not substitute a materially different product or shipping service without the customer's express agreement where the difference could affect the purchase decision or promised delivery.

Shipping Address

The customer must provide a complete, accurate, deliverable address. Submit any correction through /support before the label is created. After label creation, we may need to use a carrier intercept or delivery-exception process rather than altering the historical shipment record.

If a package is returned because of a customer-provided incorrect address, refusal, or missed pickup, we may charge only the actual, disclosed cost of an authorized reshipment. WoolenPet pays correction and reshipment costs caused by our error. We do not reship without confirming the address and any customer-paid charge in advance.

Transit Risk, Tracking, And Non-Delivery

As a customer-service commitment, WoolenPet bears the risk of loss or transit damage until the carrier records delivery at the address provided with the order. A carrier or insurance claim is WoolenPet's responsibility and is not a condition that the customer must satisfy before receiving an approved remedy; the customer must reasonably cooperate with evidence requests.

If the carrier confirms loss or damage before delivery, the customer may choose either a remake or replacement on an expressly agreed schedule, or a full refund. If tracking says "delivered" but the package was not received, check nearby delivery areas and promptly submit a delivery request. We will investigate available carrier scans, delivery evidence, and the address record before deciding the remedy.

Suggested Transit-Problem Reporting Windows

Please report the following preferably within 7 calendar days after recorded delivery or discovery:

• visible transit damage;
• a wrong item;
• missing package contents; or
• tracking marked "delivered" when the package was not received.

Please report concealed transit damage or a material nonconformity preferably within 30 calendar days after recorded delivery. Use /support and include the order number and private photos of the outer package, shipping label, internal packaging, full item, and affected area. Retain the packaging while we review the claim.

These are suggested administrative windows designed to preserve carrier and condition evidence. Missing a suggested window may impair the investigation but does not automatically waive the 90-Day Limited Workmanship Warranty, rights concerning a latent or material nonconformity, or any right that cannot lawfully be waived.

RMA And Return Procedure

Do not mail a commission to the business mailing address without authorization. When a physical return is reasonably necessary:

1. Submit a private request through /support. We will acknowledge it within 5 working days.
2. If approved for return, we will issue an RMA and return instructions. For damage, a wrong item, material nonconformity, warranty service, or another WoolenPet-responsible return, we provide a prepaid label.
3. Tender the package to the designated carrier within 14 calendar days after the label or instructions are issued, unless we agree otherwise. Keep the carrier receipt.
4. Our operational target is to inspect the returned item within 7 working days after receipt.
5. Our operational target is to communicate the decision and remedy within 10 working days after receipt and sufficient evidence, or notify the customer if an agreed extension is reasonably needed.
6. An approved refund will be initiated to the original payment method within 7 working days after approval. Provider posting time may be additional.

The inspection and decision periods in steps 4 and 5 are operational service targets, not guaranteed deadlines. They do not extend or shorten any deadline or remedy provided by applicable law.

When the customer uses our prepaid label, follows the packing instructions, and obtains a carrier receipt, WoolenPet bears return-transit risk from tender to the designated carrier. Unauthorized returns may be refused or held pending identification, but the RMA process does not waive rejection, revocation, warranty, or other rights that cannot lawfully be waived.

Available Remedies

Depending on the evidence and applicable policy, a remedy may be repair, remake, replacement, reshipment, partial refund, or full refund. WoolenPet pays authorized shipping for a WoolenPet-responsible remedy. We will not require store credit instead of a monetary refund to which the customer is entitled.

Contact

• AI Cube, LLC d/b/a WoolenPet
• Business mailing address: 2810 N Church St, STE 88565, Wilmington, DE 19802
• Email: studio@woolenpet.com
• Shipping and RMA requests: /support