Shipping policy

Last updated: September 22, 2026

Handmade to order

KINUPAW products generally take 10 business days to produce before dispatch. The custom 925 sterling silver pet portrait pendant takes approximately 10–15 business days to produce after we receive clear photos and complete customization details, without a design-preview approval step. For ceramic urns, mugs and wool felt keepsakes, production starts once we receive complete photos and customization details; these products proceed directly to production without a design-preview approval step. Business days exclude weekends and public holidays at our production location in China.

Necklace and bracelet design approval

For necklaces and bracelets only, we prepare a design image within 4–5 business days after receiving complete photos and customization details. One design revision is included. Please check the portrait, spelling and other details before approving it. The 10-business-day production period starts after your approval; design preparation and time spent awaiting approval are additional. Changes cannot be made once production begins. We do not provide finished-product photographs before dispatch.

Order cutoff

The daily cutoff is 17:00 Beijing time (UTC+8). Orders received after the cutoff are processed from the next business day. Missing photos or customization details must be completed before the relevant design or production period begins.

Shipping destinations and cost

Orders ship from China. We currently offer free standard shipping to the United States. Availability and any delivery charges for other supported destinations are displayed at checkout. If checkout does not offer delivery to your address, please contact us before placing an order.

Transit time and tracking

Standard shipping is estimated at 10 calendar days after dispatch. Calendar days include weekends. Transit time is separate from production and, for necklaces and bracelets, design preparation and approval. Delivery dates are estimates and can be affected by carrier schedules, customs processing and holidays. We provide tracking information when your order is dispatched.

Delays and delivery issues

If we cannot ship within the promised production or dispatch timeframe, we will contact you with a revised estimate and offer the choice to agree to the delay or cancel for a refund, as required by applicable law. Our change-of-mind cancellation restrictions do not remove these rights.

If tracking stops updating, a package is missing, or your order arrives damaged, contact [email protected] with your order number. We will investigate with the carrier and arrange an appropriate resolution. For damaged items, please keep the item and packaging and send clear photographs if possible. See our Refund Policy.

Delivery details

Please check your shipping address and contact information before submitting your order. Contact us immediately if a correction is needed. Address changes are subject to confirmation and may not be possible after dispatch.

Questions about an order or delivery: [email protected].