This policy applies only to physical PetMemoir Portrait and PetMemoir Blanket products. Digital artwork is delivered separately and has no physical shipping charge or carrier tracking.
Last updated: August 30, 2026
1. Where PetMemoir ships
Available destinations and shipping options are shown at checkout. If checkout does not accept a destination, PetMemoir is not currently offering delivery there through that store.
2. Made-to-order processing
Physical Portrait and Blanket products are personalized and produced after the required photo, selections, and any applicable approval are received. An order can remain in artwork or production before it is handed to a carrier. The product page, checkout, or order communication should provide the current estimate for that product.
3. Delivery estimates
Processing and transit estimates are not guaranteed delivery dates unless PetMemoir expressly says otherwise. Peak demand, source-photo issues, approval delays, production checks, carrier disruption, customs, weather, and an incorrect address can affect timing. Contact support before ordering for a time-sensitive event; PetMemoir cannot promise an arrival date that it has not expressly confirmed.
4. Shipping charges, taxes, and duties
Shipping charges and taxes collected by the store are shown before checkout is completed. International orders may also incur import tax, duty, brokerage, or handling charges depending on destination and shipping terms. Checkout or the selected shipping service will indicate when those amounts are included; otherwise the destination may collect them from the recipient where permitted by law.
5. Addresses and delivery access
Review the full delivery address, unit number, postal code, recipient name, and contact information before payment. Contact PetMemoir immediately about an error. An address change is not guaranteed after production or fulfillment begins. A customer may be responsible for extra costs caused by an incorrect or inaccessible address where law permits and the error was not PetMemoir’s.
6. Tracking an order
Use Track Order to open Shopify Customer Accounts. When the fulfillment and carrier provide tracking, the native order-status page displays the carrier link, tracking number, and available delivery updates. The order or shipping message may also contain a direct status link.
7. Delayed or stalled tracking
Carrier scans can take time to appear and may pause between locations. Check the carrier page first. If the delivery estimate has passed or tracking has not progressed for an unusual period, contact support with the order number so PetMemoir can investigate with the fulfillment provider or carrier.
8. Lost shipments
Contact PetMemoir if tracking indicates confirmed loss or shows an abnormal delay or no meaningful movement. PetMemoir may need to investigate with the carrier or fulfillment channel, verify the address, or request a non-receipt statement. If the shipment is confirmed lost, PetMemoir will provide an appropriate replacement or refund for the affected product.
9. Damage or wrong item
Keep the item and packaging and contact Contact Us within 14 calendar days after confirmed delivery. Include the order number, a brief explanation, and clear photos of the full product, damage or error, packaging, and shipping label where relevant. Eligible claims are handled under the Quality & Replacement Policy. Mandatory consumer rights remain unaffected.
10. Marked delivered but not found
Check the delivery location, household members, building staff, neighbors where appropriate, and carrier proof of delivery. Then contact the carrier and PetMemoir. A carrier investigation or statement may be required. Do not publish the order number or tracking details in a public review.
11. Digital components
A digital-only purchase is not shipped. In a Blanket + Digital Bundle, the FinalArtwork is delivered separately from the physical Blanket and may become available on a different timeline. See the Digital Delivery Policy.