Shipping policy
4. SHIPPING POLICY
Last updated: September 29, 2026
PetFace products are individually prepared and, in many cases, personalized before shipment.
Order Processing
Personalized products require production before they can be shipped.
The estimated processing and delivery timeframe applicable to your order will be displayed on the product page, during checkout, in your order confirmation, or through subsequent order communications.
Business days generally exclude weekends and public holidays.
Estimated Delivery
Delivery times are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
Delivery time may vary based on destination, carrier performance, customs processing, local holidays, weather events, peak seasons, or other circumstances outside our reasonable control.
Where required by applicable law, we will notify customers of material shipping delays and provide any applicable cancellation or refund options.
For U.S. orders, shipment representations are handled in accordance with applicable FTC requirements concerning advertised shipment times and delays. Federal Trade Commission
Tracking
Where tracking is available, tracking information will be sent to the email address associated with your order.
Tracking updates may take some time to appear after the shipping label is created.
International Orders
International orders may be subject to import duties, VAT, customs fees, or other local taxes.
Where these charges are collected by PetFace at checkout, they will be shown before payment where required.
Where charges are not collected at checkout, the customer may be responsible for charges imposed by the destination country, subject to applicable law.
Incorrect Addresses
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error, contact Support@petface.store as soon as possible.
Once an order has been shipped, we may not be able to modify the address.
Additional shipping costs resulting from an incorrect customer-provided address may be charged where permitted by law.
Lost or Damaged Packages
If tracking indicates a problem or your package appears to have been lost or damaged in transit, contact us at:
Please provide your order number and any relevant information so we can investigate with the carrier and provide the remedy required under applicable law.
Delayed Orders
If we become aware that we cannot ship your order within the timeframe communicated to you, we may contact you with an updated timeframe and, where required by applicable law, provide the option to cancel the order and receive a refund.
Contact
For shipping questions: