What to expect on timing, customs, returns, and sending us your pet’s materials.
Petmento pieces are ordered and paid for through our Etsy shop (petmento.etsy.com) — Etsy’s checkout handles the specifics of your payment and order (including Etsy Gift Cards/Credits, and Etsy’s own payment security, which means we never see or store your card details). This page gives you the real substance of what to expect; for order-specific details (tracking, exact delivery dates, requesting a cancellation), check your order confirmation and messages on Etsy.
Because each piece is made to order, timing depends on which option you choose:
Once your order ships, exact arrival estimates are shown on your Etsy order and shipping confirmation.
For deliveries within the US, import duties and fees are included in the price you pay at Etsy checkout, per Etsy’s policy. If you’re outside the US, you may be asked to pay customs/import fees on delivery — message us through Etsy before you order if you’d like to confirm how these are handled for your country. We’re not able to control, and aren’t responsible for, delays caused by customs processing once a package leaves our hands.
Because every piece is made specifically for you — often incorporating your pet’s own materials — return and exchange eligibility depends on the specific item and how far along it is in the process. Check the individual listing on Etsy for its return/exchange terms before you order.
If you need to cancel, reach out as soon as possible: cancellations requested within 24 hours of placing your order can generally be accommodated. After that, please contact us directly (via Etsy message) — once crafting has started or materials have been used, cancellation may no longer be possible.
If your option involves sending us hair, fur, ashes, or similar materials, we’ll walk you through exactly how to package and send them safely once your order is placed. Anything not used in your piece is carefully packaged and returned to you along with the finished piece.
For anything specific to your order, the fastest answer is always through your Etsy order messages — this page covers the general policy, Etsy carries the details of your transaction.