Shipping Policy
Last updated: September 14, 2026
Petivie sells personalized pet keepsakes. Please allow time for order processing, production and shipping when planning your purchase.
1. Shipping Destinations
We currently ship to the United States, United Kingdom, Canada and Australia. Availability for your specific address is confirmed at checkout. We can only accept delivery addresses supported by our checkout shipping options.
2. Processing, Production and Delivery Estimates
- Order processing: 1–2 business days after successful payment.
- Personalization and production: approximately 5–7 business days.
- Shipping transit: approximately 7–12 business days after dispatch.
Estimated total time from placing your order to delivery: 13–21 business days. These stages are separate. Delivery estimates are not guaranteed dates and may be affected by the destination, public holidays, carrier delays and customs processing.
During processing, we review your order, photo and customization information. If more information or a clearer photo is needed, we may contact you before production. Waiting for this information can extend the timeline. Production may also take longer during major holidays or periods of unusually high demand.
3. Shipping Charges
Standard shipping is free when the merchandise subtotal is US$50 or more. For a merchandise subtotal below US$50, standard shipping costs US$6.99.
The merchandise subtotal used for this threshold is calculated after discounts and excludes shipping charges and taxes. The applicable shipping charge is shown at checkout before payment. We do not add further shipping charges to an accepted order after checkout.
4. Tracking
Once your order has shipped and tracking becomes available, tracking information will be provided with your shipping confirmation. Use the tracking link in that confirmation to check the shipment. It may take some time for the carrier to publish the first tracking update.
5. Address Changes
Please provide a complete, accurate shipping address. Contact support@petivie.com as soon as possible if you notice an error. Address changes cannot be guaranteed once an order has entered production or shipped. Any additional delivery costs caused by an incorrect address will be explained before you agree to a further charge, where permitted by applicable law.
6. Delayed, Missing or Unreceived Orders
If tracking has not updated for an extended period, or your order has not arrived within the estimated delivery period, contact support@petivie.com with your order number. We will review the shipment and available tracking information and explain the next steps.
If tracking shows delivery but you cannot find the parcel, check the delivery location, household members, neighbors and carrier, then contact us if it remains missing. Your rights relating to goods not received are not limited by this policy.
7. Customs, Duties and Taxes
Petivie covers import duties for orders shipped to our supported destinations. Customers are not responsible for paying these import duties. If a carrier or customs authority asks you to pay import duties on your Petivie order, please contact support@petivie.com before making payment so we can arrange to resolve the charge.
Any taxes collected by Petivie will be shown at checkout before payment.
Contact Us
Petivie is operated by HUANZHUO INTERNATIONAL LIMITED.
Email: support@petivie.com
Registered address: Room B53, 2/F, Phase 1, Kwai Shing Industrial Building, 36–40 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong.
Customer service hours: Monday–Friday, 10:00 AM–7:00 PM; Saturday–Sunday, 12:00 PM–6:00 PM, Hong Kong Time (HKT). We typically respond within 1 business day.