Shipping policy
At Paw & Grain, we take pride in offering fast, trackable shipping worldwide for our custom pet portraits. Our talented artists carefully create each piece, and thanks to our global production network, your portrait is printed and delivered in a prompt manner.
Estimated Delivery Times
- US, Canada: 5-7 business days
- UK: 6-8 business days
- Australia: 6-8 business days
- EU: 6-8 business days
- Rest of the World: 6-8 business days
Please note that these times are estimates, inclusive of fulfillment time, and exclude weekends and holidays. During the checkout process, refer to the delivery time specific to your shipping address for more accuracy.
Also, we do not ship to P.O. Boxes; kindly provide an alternative shipping address to ensure a smooth delivery process.
Fulfillment Time
Our dedicated team takes about 3 business days to design and prepare your order. This fulfillment time is factored into our shipping estimates to provide you with the most accurate delivery date.
During holidays and peak shopping seasons, please anticipate potential delays in order preparation due to increased order volumes.
Change of Address Request
To guarantee a successful delivery, ensure the accuracy of your shipping address during the order placement. Address changes can be accommodated within 24 hours of order placement. After shipment, contact the respective shipping carrier directly for any address modifications.
To request a change of address, please email us at support@pawandgrain.com within 24 hours of your purchase.
Tracking Your Order
Each shipment includes a tracking link. Upon shipment preparation, you'll receive an email confirmation with tracking details and an expected delivery date. If you don't receive this within 5-7 business days, check your spam folder. For further assistance, email support@pawandgrain.com.
Please note, tracking updates may take up to 36 hours.
Damaged Deliveries
If your order arrives damaged or defective, follow these steps:
- Capture clear photos of the issue, including front and back of the portrait frame, and the damaged box.
- Email us at support@pawandgrain.com and include your full name and order number. Upload photos and provide a brief summary of the issue. Our support team will respond within 24 hours.
For orders using forwarding services, we are not responsible for damages or theft.
Lost Shipments
If tracking indicates delivery but your order hasn't arrived, wait 36 hours before contacting the carrier. If unresolved, file a "lost package" claim directly with the carrier, then email the claim number to support@pawandgrain.com.
We cannot file claims for successful deliveries, but we strive for a hassle-free experience.
P.O. Boxes
Unfortunately, we do not ship to P.O. Boxes. Please, provide an alternative address for successful delivery.
Gift Cards
Paw & Grain Gift Cards are digital and delivered via email within 24 hours. Redemption instructions are included in the email.
Disclaimer
Customers are responsible for providing accurate shipping addresses. Refused deliveries or incorrect addresses may incur additional restocking fees for reshipment.
During holidays, preparation and delivery may take longer. Once shipped, contact the carrier for assistance. Paw & Grain is not liable for carrier delays or lost packages due to address errors.