SHIPPING AND PAYMENT METHODS
How long does delivery take?
We process orders on business days which are Monday through Friday, Pacific Standard Times, and exclude holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Processing Time: 2-5 business days
Standard : 5 to 12 business days
Expedited : 3 to 5 business days
Overnight : 1 to 2 business days
Standard : 10 to 20 business days
Expedited : 5 to 10 business days
I ordered multiple products in one order, will they arrive together?
Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases we ship out the completed artwork in one parcel and then send the other once it's ready.
Will I receive a tracking number?
Yes you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you your tracking number as soon as it's available.
We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered!
If you haven't received your tracking number after 14 days, please email us.
Usually once you've got your tracking number, your order will arrive within just a few days.
My tracking number isn't working!
Please don't worry. Send us an email and we'll let you know exactly where your parcel is.
Do you ship worldwide?
Yes, LevyPaw ships unique pet art to proud pet owners all over the world! No matter where you are, we can create you something incredibly special.
My order was returned to the sender. Can you send it back out to me please?
Yes, no problem.
Please note that in these cases we cannot offer any compensation due to late delivery. Return to sender / shipping failure situations occur when the shipping address is incomplete or incorrect. If this is our fault we will reimburse you the shipping fee and re-send your parcel. If the customer provided the wrong information at checkout we are sadly unable to reimburse any costs, but of course we will still re-ship your order once we receive a correct address from you.
If your order was returned to sender just reach out to us and we'll arrange to have it re-shipped. Most of the time we will ask for a new shipping address and/or contact number to ensure that it gets delivered successfully this time round.
What payment methods do you accept?
We accept all major debit and credit cards including Visa, Visa Debit, Mastercard, American Express and more. We also accept PayPal payments.
RETURNS / REFUNDS
Can I change my order?
You can change your order for 12 hours. If you placed your order more than 12 hours ago, we can't guarantee that we can change it.
Do you offer refunds?
As your order is 100% unique and custom made for you and your pet, we cannot offer refunds. If you have a problem with your final product, please email us and we'll do our best to make sure you're happy.
If you received an incorrect or damaged item, let us know and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.
My order arrive damaged, what do I do?
Please contact us as soon as you notice the damage and/or defect. We will offer you a replacement and send it out to you as fast as we can.
Can I cancel my order if I change my mind?
We accept all cancellation requests made within 12 hours of placing the order, no questions asked.
Any cancellation request sent after this 12 hour window will be accepted at our discretion. If accepted, you will be subject to a 20% cancellation fee. This is because your artist will have been assigned and will have already spent time working on your artwork by this point.
Orders that have been sent to print cannot be cancelled under any circumstance.
COVID-19 UPDATES FOR LEVYPAW CUSTOMERS
How LevyPaw is adapting to Covid-19
LevyPaw works with a fulfillment partner to print and ship our orders. We’re in regular communication with them for the latest updates of what’s going on.
Our fulfillment partner is still operating and we’re continuing to accept orders. Fulfillment and shipping will take longer but your order will reach you.
Your support means a lot to us, especially during this time. Stay safe and take care of yourselves.