Shipping Policy

Operational draft: this policy remains subject to jurisdiction-specific counsel review before production publication.

When Orders Ship

Custom commissions ship after production is complete, preview approval is recorded, any historical balance is paid or formally waived, final quality control is complete, and the studio has packed the finished piece. Product lead times are estimates and may pause while we wait for usable reference photos, customer feedback, or a reviewed payment correction.

Shipping Address

Customers are responsible for entering a complete and accurate shipping address. Before a label is created, submit an address-change request from the commission page. The request pauses affected fulfillment while reviewed. After label creation, the address cannot be edited directly; any change must use a carrier or delivery-exception workflow so the original label evidence remains intact.

Tracking

When tracking is available, WoolenPet adds the tracking details to the customer account or sends them by email. Carrier scans may take time to appear after the label is created.

United States Shipping

WoolenPet currently accepts delivery addresses in the United States only. Standard shipping for a supported U.S. order is free (USD 0.00). If WoolenPet later offers expedited service, special handling, or another paid delivery option, its charge must be shown in the accepted quote before full payment. International delivery is not currently offered.

Delivery Issues

If tracking shows delivery but the package is missing, check nearby delivery areas and contact the carrier promptly. Open a delivery-exception request with private evidence. Lost, damaged, refused, customs, and undeliverable outcomes are linked to the original shipment and any approved replacement or reshipment.

Damage In Transit

If a piece arrives damaged, open a delivery-exception or return request from the commission page. Include private photos of the shipping materials, damaged area, and full piece, and keep the original packaging until the issue is resolved.

Returned Or Undeliverable Shipments

If a shipment is returned because of an incorrect address, missed pickup, refused delivery, or unpaid customs fees, the customer may be responsible for reshipment costs under the accepted policy version. An authorized physical return receives an RMA. The studio records receipt and inspection before repair, write-off, replacement, reshipment, or refund is completed.