Shipping Policy

Last updated: [2026-03-01]

How long until my heirloom arrives?

Every piece we make is hand-cut and hand-painted by a real artisan in our studio. Because of this, our timeline is different from a typical online store. Here's what to expect:

Stage	Time
Free digital proof emailed to you	Within 48 hours of order
Unlimited proof revisions	Until you say "I love it"
Production (after proof approval)	4–6 weeks
Worldwide shipping (tracked)	5–10 business days
Total time, on average	5–7 weeks

If you need it faster, see Express Production below.

Free worldwide shipping

We ship to over 60 countries. Standard shipping is free on every order. All packages are sent with a tracked, signature-optional service. Tracking is emailed to you the moment your piece leaves the studio.

Region	Shipping time after dispatch
United States	5–8 business days
Canada	6–10 business days
United Kingdom & EU	5–9 business days
Australia & New Zealand	7–12 business days
Rest of world	8–15 business days

Express Production (+$29)

Need it sooner — for a birthday, anniversary, or memorial? Choose Express Production at checkout. We move your order to the front of the studio queue:

• Digital proof in under 24 hours
• Production in 2–3 weeks instead of 4–6
• Same free worldwide shipping

Express slots are limited each week. If we're fully booked, we'll let you know within 1 hour and refund the upgrade automatically.

Customs, duties, and taxes

For most countries, the price you see at checkout is the price you pay. For a small number of destinations, your local customs may charge an import duty on arrival — this is set by your government, not by us, and is the customer's responsibility. If you're unsure about your country, email us before ordering at [support@heirloompaw.com] and we'll check current rates for you.

Lost or damaged in transit

If your package is lost in transit (not delivered within 30 days of dispatch), or arrives damaged, we will remake and reship a brand new piece, free of charge. No paperwork. No fight with the courier. Just email us a photo (if damaged) and we'll get a new one in production within 24 hours.

This is our Lost & Damaged Guarantee, and it applies to every order, in every country we ship to.

Wrong address?

We ship to the address you enter at checkout. Please double-check it before submitting your order. If you spot a mistake, email us within 12 hours of ordering and we'll update it for free. After that, we may have already begun production — but we'll still do everything we can to help.

Questions?

A real human reads every email. We usually reply within one business day, often sooner.

📧 support@heirloompaw.com

— The Heirloom Paw team