Shipping & Returns
Everything you need to know about delivery, timelines, and our satisfaction policy.
Shipping Information
🇺🇸 United States Shipping
- Free shipping on all orders within the United States
- Shipped via USPS Priority Mail or UPS Ground with tracking
- Estimated delivery: 3–7 business days after shipping
- Fully insured against loss or damage
- Signature confirmation available upon request
🌍 International Shipping
- We ship worldwide to most countries
- Shipping cost calculated at checkout based on destination and portrait size
- Estimated delivery: 10–21 business days after shipping (varies by country)
- Shipped via USPS, UPS, or DHL with tracking and insurance
- Customs & duties: International customers are responsible for any import taxes, customs duties, or fees imposed by the destination country. These are not included in the portrait price or shipping cost.
Production + Delivery Timeline
| Stage | Mini | Standard | Deluxe |
|---|---|---|---|
| Crafting | 1.5–2 weeks | 2.5–3.5 weeks | 3.5–5 weeks |
| Approval & Revisions | 2–3 days | 3–5 days | 3–5 days |
| US Shipping | 3–7 days | 3–7 days | 3–7 days |
| Total (US) | ~2–3 weeks | ~3–5 weeks | ~4–6 weeks |
| International Shipping | 10–21 days | 10–21 days | 10–21 days |
Note: Timelines are estimates. During peak seasons (especially November–December), crafting times may be longer. We’ll keep you updated throughout the process.
Returns & Refund Policy
Because every Wool Forever portrait is a custom, handmade piece of art created specifically for you, our return and refund policy differs from standard retail products.
Our Satisfaction Guarantee
We stand behind our work. Here’s how we protect your investment:
- Pre-shipment photo approval — We send you detailed photos before we ship. Not happy? We revise — free.
- Damage during shipping — If your portrait arrives damaged, we will repair or replace it at no cost. Please photograph the damage and contact us within 48 hours of delivery.
- Lost packages — All shipments are insured. If a package is lost in transit, we’ll file a claim and create a replacement.
Refund Limitations
- Custom products are non-refundable — Since each portrait is made to order from your pet’s photos, we cannot resell or reuse it.
- Deposit is non-refundable — A 50% deposit is required to begin work. This covers materials and initial crafting time.
- Cancellations — If you cancel before work begins (within 48 hours of ordering), you’ll receive a full refund minus a $25 administrative fee. After work has begun, the deposit is non-refundable.
Packaging
Every portrait is carefully packaged to ensure it arrives in perfect condition:
- Portrait is secured to its display base
- Wrapped in acid-free tissue paper
- Placed in a custom-fitted foam-lined box
- Outer shipping box with cushioning and fragile labels
- Each package includes a care card and certificate of authenticity
Questions about shipping or returns? Contact us — we’re happy to help.