Last updated: July 15, 2026
Thank you for choosing The Ever Paw. Many of our keepsakes are carefully personalized or made to order, so additional time may be required before your order is ready to ship. Please review the information below before placing your order. Processing time and shipping time are separate and are both included when estimating the total delivery time.
Order processing time refers to the time required to prepare, personalize, inspect, and package your order before it is handed over to the shipping carrier.
Our estimated processing times are:
Most ready-to-ship or non-personalized items are prepared within 4–7 business days.
This time may include product preparation, quality inspection, and packaging before international shipment.
Personalized jewelry and other custom keepsakes are generally prepared within 7–14 business days.
This may include items personalized with names, dates, messages, pet photos, paw prints, or other custom details. More complex designs, multiple pets, multiple names, or additional personalization may require extra time.
Hand-painted pet portraits are generally completed and prepared for shipment within 10–20 business days.
The exact processing time may vary depending on the portrait size, number of pets, level of detail, framing requirements, photo quality, and current order volume. Larger or more detailed portraits may take longer to complete.
Business days are Monday through Friday and do not include weekends or public holidays.
Processing may also be temporarily extended during major Chinese public holidays, peak shopping seasons, or periods of unusually high order volume. If we expect a significant delay, we will contact you using the email address provided with your order.
Please note that processing time begins after:
Incomplete information, unclear photographs, or delayed responses to our questions may extend the processing time.
Shipping time begins after your order has been completed, inspected, packaged, and handed over to the shipping carrier.
Our current estimated international shipping times are:
These estimates are provided for general guidance only and are not guaranteed delivery dates.
Actual delivery times may vary depending on the destination, shipping method, customs clearance, local postal services, weather conditions, peak seasons, public holidays, remote-area delivery, and other circumstances outside our control.
The total estimated delivery time is:
Processing time + shipping time
Many orders arrive sooner, but we recommend ordering early if the item is intended for a specific date or occasion.
Processing and shipping times are separate. For example, most personalized orders are expected to arrive within approximately 2–4 weeks, depending on the product, destination, and level of customization. Hand-painted portraits and other complex handmade items may require approximately 3–6 weeks.
Whenever possible, the estimated processing time for a specific product will also be displayed on the relevant product page.
Shipping charges are calculated and displayed during checkout before payment is completed.
Shipping rates may vary depending on:
Small items such as jewelry are generally less expensive to ship. Larger or bulkier products, including framed portraits and custom-shaped pillows, may have higher shipping costs because carriers may calculate charges based on package dimensions as well as actual weight.
The shipping amount shown at checkout is the applicable shipping charge for the items and destination entered at that time.
Any free-shipping offer or promotional shipping rate, when available, will be clearly displayed on our website or during checkout and will be subject to the terms shown with that promotion.
Tracking is available for most international shipments.
Once your order has been shipped and tracking information becomes available, we will send a shipping confirmation email to the email address used at checkout. The email may include a tracking number and a link to view the latest shipment updates.
Tracking information may take 2–5 business days to appear or update after the package has been handed over to the shipping carrier. This does not necessarily mean that the package has stopped moving.
International orders may be handled by more than one carrier. The original tracking number may be transferred to a local delivery partner after the package arrives in the destination country.
If tracking information has not updated for an extended period, please contact us at support@theeverpaw.com, and we will help review the shipment status.
International orders may be subject to import duties, customs fees, value-added tax, sales tax, handling fees, or other charges imposed by the destination country or local authorities.
Unless otherwise clearly stated during checkout, these charges are not included in the product price or shipping charge paid to The Ever Paw.
Any applicable import duties, taxes, customs clearance fees, or carrier collection fees are the responsibility of the recipient.
The amount and method of collection vary by country. Charges may be collected by the local customs authority, postal service, or delivery carrier before or at the time of delivery.
The Ever Paw does not control these charges and cannot determine their exact amount in advance. Customers are responsible for checking the import requirements and potential charges applicable in their destination country before placing an order.
Customs inspections and clearance procedures may also cause delivery delays. Such delays are outside our control.
If a package is refused, abandoned, or returned because the recipient does not pay the required customs charges, any refund will be considered only after the package has been returned to us. Original shipping charges, return shipping costs, customs charges, and other non-recoverable costs may be deducted from the refund.
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check:
If you notice an error, please contact us at support@theeverpaw.com as soon as possible.
We will make reasonable efforts to update the address if the order has not yet been shipped. However, an address change cannot be guaranteed once production, packaging, or shipment has begun.
After a package has been handed over to the carrier, we may be unable to redirect, intercept, or update the delivery address.
If an order is returned, lost, or delivered incorrectly because an incomplete or incorrect address was provided, the customer may be responsible for any additional shipping or redelivery charges.
We are not responsible for delivery issues caused by information entered incorrectly by the customer, but we will make reasonable efforts to assist where possible.
International delivery dates are estimates and may occasionally be affected by circumstances outside our control, including:
A temporary pause in tracking updates does not always indicate that a package is lost.
If your tracking information has not updated for more than 10 business days, or the estimated delivery window has passed, please contact us at support@theeverpaw.com.
We will review the available tracking information and, where appropriate, contact the shipping provider or assist with opening a delivery inquiry.
If we become aware that an order cannot be shipped within the processing time originally stated, we will contact the customer with an updated estimate and available options.
FTC guidance for online sellers states that advertised shipping periods should have a reasonable basis. If an order cannot be shipped within the promised period, the customer should be informed and given the option to accept the delay or cancel the unshipped order for a refund.
A package may be treated as potentially lost when:
Please contact us if you believe your package has been lost. We may ask you to confirm your shipping address and assist with any information required by the carrier.
Depending on the investigation result and the circumstances of the order, we may offer an appropriate resolution, which may include:
Personalized items may require additional production time if a replacement must be made.
A package will not automatically be considered lost solely because tracking updates are temporarily delayed.
If tracking shows that your package has been delivered but you cannot locate it, please first:
If the package still cannot be located, contact us at support@theeverpaw.com. We will help review the tracking information and determine whether a carrier inquiry is appropriate.
Please note that a carrier’s confirmed proof of delivery may affect the resolution available. Each case will be reviewed individually.
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or significantly affected by shipping, contact us within 7 calendar days of delivery at support@theeverpaw.com.
Please include:
Please keep the damaged item and all original packaging until we have completed our review, as the carrier may request additional evidence.
After reviewing the information, we may offer an appropriate solution, such as:
The available resolution will depend on the nature of the damage, the product, and the circumstances of the shipment.
Damage caused after delivery through misuse, accidental handling, improper storage, or normal wear is not considered shipping damage.
A package may be returned to us if:
If a package is returned to us, we will contact the customer after confirming its return status.
The customer may be responsible for additional shipping charges if the order must be sent again due to an incorrect address, refusal, failure to collect the package, or unpaid import charges.
For personalized or made-to-order products, the original product cost may not be refundable unless the issue resulted from an error by The Ever Paw.
Items in the same order may occasionally be produced, packaged, or shipped separately.
This may happen when:
If an order is shipped in more than one package, separate tracking information may be provided. You will not be charged additional shipping fees unless this was clearly stated and agreed before shipment.
For questions about processing, shipping, tracking, customs, or delivery, please contact:
The Ever Paw Customer Care
Email: support@theeverpaw.com
Please include your order number so that we can assist you more efficiently.
