Shipping Policy

Effective Date: July 16, 2026

This Shipping Policy covers all delivery terms, production lead times, shipping fees, delivery timelines, customs responsibilities and shipping-related issues for orders placed on zoeglow.com. For all shipping questions, tracking inquiries or delivery disputes, contact us at hello@zoeglow.com with your order number.

By completing checkout, you agree to all shipping terms below.

1. Production Processing Time

All our products are custom personalized pet keepsakes, each made to order after your payment is confirmed.

Standard orders: 3–7 business days production lead time
Rush / Express orders: 1–3 business days production lead time

Business days exclude weekends, public holidays and peak holiday seasons (Christmas, Thanksgiving, Black Friday).

We do not ship raw blank inventory; no items are pre-made in stock. Production time starts counting once your payment clears and your custom photo & text design is finalized.

2. Shipping Regions & Carriers

We ship worldwide to most countries including the United States, Canada, United Kingdom, Australia, European Union nations and more.

Our partnered shipping carriers include USPS, UPS, DHL, Royal Mail and local national postal services based on destination country.

We reserve the right to switch shipping providers without prior notice to guarantee stable delivery.

3. Estimated Delivery Time (Production Time Not Included)

Domestic US Orders

Standard Shipping: 7–15 business days after production finishes
Express Shipping: 3–7 business days after production finishes

Canada, UK, Australia

Standard International Shipping: 10–20 business days after production finishes
Express International Shipping: 5–10 business days after production finishes

European Union & Other Global Countries

Standard International Shipping: 12–25 business days after production finishes
Express International Shipping: 7–14 business days after production finishes

Important Delay Notice

Estimated delivery times are not guaranteed. Delays may occur due to customs clearance, local postal backlogs, public holidays, weather disruptions or carrier operational issues. These situations are outside our control.

4. Shipping Cost Calculation

Shipping fees are automatically calculated at checkout based on product quantity, total weight, destination country and selected shipping method.

Free shipping promotions may be available occasionally for orders meeting minimum subtotal thresholds; promotion rules will be displayed on our homepage or product pages during active events.
Multiple items in one order are combined into one package to save shipping cost where possible. Separate orders placed at different times cannot be merged for combined shipping discounts.

5. Order Tracking

Once your package leaves our production facility, we will send a shipping confirmation email with your unique tracking number to the email address used for checkout.

If you cannot locate your tracking email, check spam/junk folders first, then email hello@zoeglow.com with your order ID to request a resend.

Tracking updates may take 2–5 business days to appear after dispatch, especially for international shipments.

6. Customs, Duties & Import Taxes (International Orders)

For all orders shipped outside the United States:

Import duties, customs fees, VAT, GST and any local clearance charges are the sole responsibility of the customer.
We do not cover or reimburse any customs-related costs, and we cannot mark orders as “gift” to avoid tax obligations per international shipping regulations.
If a package is seized, held or returned by customs due to unpaid duties, the customer bears all return shipping and re-delivery fees. Refunds will not be issued for abandoned customs packages.

7. Incorrect Shipping Address Responsibility

Please double-check your full shipping address (street name, apartment number, postal code, city, country) carefully before payment.

If you submit an incomplete, misspelled or outdated address, and the package is lost, misdelivered or returned to sender: all reshipping fees will be charged to you, and no free remake or refund will be provided.
Address modification requests after production starts may not be accepted. If we can adjust the address before dispatch, email hello@zoeglow.com immediately with your order number.

8. Lost, Stolen or Damaged Packages

Lost Package

If tracking shows your parcel is marked lost by the shipping carrier after the maximum estimated delivery window:

Contact hello@zoeglow.com with your order number and tracking ID. We will file a carrier investigation. After the carrier confirms loss, you can choose either a full refund or a free re-production & reshipment.

Stolen Package

If tracking states “delivered” but you never receive your item:

Check with household members, neighbors, building management and local post office first. We are not liable for theft after successful carrier delivery confirmation. We may offer a discounted remake at your cost as a goodwill gesture, which is not an obligation.

Damaged In Transit

Refer to our Refund Policy: you must provide unboxing video and clear photos within 7 calendar days of delivery to qualify for free remake or refund.

9. Undeliverable & Returned Packages

Packages will be returned to our facility if:

Address is invalid
Recipient refused delivery or refused to pay import duties
Multiple delivery attempts failed with no pickup

Once we receive the returned package:

Customer covers new round-trip shipping fees for re-delivery
No automatic refunds will be processed unless you formally cancel after the return arrives

10. Policy Revisions

ZoeGlow reserves the right to update this Shipping Policy at any time. Changes take effect immediately once published on this page with a new effective date. Continued shopping on zoeglow.com means you accept the latest shipping terms.

Contact

For all shipping support, tracking updates or delivery claims:

Email: hello@zoeglow.com

Please attach your order number for faster assistance.