Free shipping on orders over $49
Email support, reply within 1 business day
Below are the questions we get asked most. Cannot find yours? Email us at support@pets-palace.org and you will hear back within one business day.
All prices are shown in US dollars and exclude sales tax. Where we are required to collect it, sales tax is added at checkout based on your shipping address.
Every payment method available to you is shown at checkout, including the major cards and the digital wallets your device supports.
Yes. We can refuse or cancel an order if we suspect fraud or unauthorized activity, if an item is unavailable, or if we cannot ship to your address. You always get a full refund if we do.
You need to be 18 or older, or have permission from a parent or legal guardian.
Email us as soon as you can. If your order has not entered production or shipping yet, we will change or cancel it. Personalized items can only be changed before production starts.
Every order on this store is produced and shipped inside the United States, so there are no customs fees, duties or import paperwork for you.
Everything ships from inside the United States, so there are no customs fees or import paperwork for you. Exact processing and delivery times are published here before this store opens for orders.
Shipping is free on orders over $49. Below that it is a flat $5.95, no matter how many items you order.
Not from this store. We also run stores for the Netherlands, Belgium and Germany.
Items that are made or stocked in different places ship separately. You are never charged extra for that.
30 days from the delivery date. Email us to start a return, and wait for the return instructions before shipping anything back.
You do, if you simply changed your mind. If an item arrives damaged, defective or wrong, we cover it.
Once your return arrives and has been checked, we refund your original payment method within 10 business days.
A sharp, well lit photo taken straight on, with your pet filling most of the frame. Avoid dark rooms, heavy filters and screenshots. If your photo will not print well, we email you before we produce anything.
Only if it arrives damaged, defective or different from what you ordered. It is made for you alone, so we cannot resell it. If something is wrong with it, we fix it, no argument.
Personalized items are made to order, so they take longer than stocked items. The exact production time is published here before this store opens for orders.
Email support@pets-palace.org. We answer within one business day, Monday through Friday. We do not offer phone support, because email lets us look at your order while we answer you.
