Shipping policy

Shipping Policy

Free shipping

Shipping is free on every order, with no minimum.

Where we ship

We ship worldwide.

Everything is made to order

We don't hold stock. There's no shelf of these somewhere waiting for a photo — each one is made after you order, for one animal.

How long it takes

Your order moves in two stages.

First, we confirm it with you. Within 1-3 business day of your order we'll email you to check the photo and the spelling of their name. Nothing goes into production until you reply.

Then it's made and sent. Three to four weeks from the day you approve it, in most cases. We'll email tracking as soon as it ships.

If we haven't heard back from you within 14 days we'll email once more. If we still can't reach you after 21 days we'll refund the order in full — we'd rather return your money than guess at their name.

If you need it by a particular date

Tell us when you order and we'll say honestly whether it can be done. We'd rather turn an order away than miss the date you needed it for.

Tracking

You'll get a tracking number by email when your order ships. Tracking can take a few days to start updating after it's issued; that's normal and doesn't mean anything has gone wrong.

Customs and duties

International orders may be subject to customs duties, import taxes, or other fees depending on the destination country's regulations.

Where it ships from

Your order is made and dispatched by our production partner overseas. It arrives in plain packaging with no invoice or pricing inside.

Changing your address

Email us as soon as you can. We can change the delivery address any time before your order is dispatched. Once it's on its way we can't redirect it.

Incorrect or incomplete addresses

Please check the address at checkout. If a parcel is returned to us as undeliverable we'll contact you and resend it once at no charge.

Delays

Customs and carrier delays happen and are outside our control. If your order passes six weeks without arriving, email us and we'll either chase it or remake it.

Lost parcels

If tracking shows no movement for 21 days, or the carrier confirms the parcel is lost, we'll remake and resend your order at no cost to you.

Damage in transit

If it arrives damaged, send us a photo within 14 days of delivery and we'll remake it. You don't need to send the damaged one back.

Questions

 support@stillhearth.com — we answer every email, usually within one business day.