Shipping Policy
Last Updated: August 16, 2026
Free U.S. Shipping
We offer free tracked standard shipping on all orders delivered to the United States. Our personalized products are created and shipped from China.
Production Time
Each custom portrait is created individually after we receive your pet photo and personalization details.
Please allow 3–5 business days for portrait creation and order preparation. Production time begins only after we have received all required photos and customization information.
Estimated Delivery Time
After your order has been dispatched, estimated delivery to the United States is 7–15 business days.
Production time and delivery time are separate. The estimated total time from receiving your personalization information to delivery is approximately 10–20 business days.
Delivery times are estimates and may be affected by customs processing, weather, holidays, carrier delays, or other circumstances outside our reasonable control.
Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. Tracking information may take several business days to update after dispatch.
Shipping Delays
If we are unable to dispatch your order within the stated production timeframe, we will contact you with a revised estimated shipping date. You may accept the delay or cancel the unshipped order for a full refund.
Incorrect or Incomplete Addresses
Please check your shipping address carefully before placing your order. Contact us as soon as possible if you notice an error.
Once an order has been dispatched, we may be unable to change the address. Additional shipping costs caused by an incorrect or incomplete address may be the customer’s responsibility.
Lost or Damaged Packages
If your package arrives damaged, or tracking indicates that it may have been lost in transit, contact us at support@12loriel.com.
Please include your order number and, for damaged packages, clear photographs of the product, shipping packaging, and shipping label. Confirmed shipping damage or loss qualifies for a free replacement. If a replacement cannot reasonably be provided, we will issue a refund to the original payment method.
Customs, Duties, and Taxes
No additional customs duties will be charged to customers on U.S. orders.
Contact Us
For questions about production or delivery, contact: