Shipping & Returns
We're dedicated to ensuring your Pettsup order arrives safely and on time.
Shipping Information
Orders go through 2 phases before being delivered: processing and shipping.
Each Pettsup product is carefully inspected and prepared for shipping. Once your order is placed, please allow 1-2 business days for processing before it's shipped.
Customized Products: If your order includes personalized items (e.g., Custom Pet Portraits Canvas), please allow an additional 3-5 business days for production.
Our headquarters is located in Toronto, Canada. We have warehouses distributed in Canada, US, and China. Depending on product availability and inventory, we ship from the nearest location for faster delivery.
| Region | Processing | Delivery | Total Estimate |
|---|---|---|---|
| United States | 1-2 business days | 5-10 business days | 5-12 business days |
| Canada | 1-2 business days | 5-10 business days | 5-12 business days |
| Europe | 1-2 business days | 6-12 business days | 6-14 business days |
| Other Regions | 1-2 business days | 6-15 business days | 6-17 business days |
These are estimates based on the time it took for the majority of orders to be delivered. Actual processing and shipping times may be shorter or longer depending on order volume.
You will receive an Order Complete email once your order has shipped containing your tracking number.
Track your order anytime using your tracking number on our Track Order page.
If your order arrives damaged or is lost in transit, please contact us at hello@pettsup.com within 14 days of the delivery date.
We are committed to ensuring that you are completely satisfied with your purchase, and we will work with you to find a solution that meets your needs.
Returns & Refunds
We want you to love your Pettsup products. If you're not completely satisfied, we're here to make it right.
90-Day Worry-Free Returns
Our return policy is simple and worry-free. If you're not 100% satisfied for any reason whatsoever, return or exchange it! We'll happily accept packages within 90 days of the receipt of shipment and give you a complete refund.
All we ask is why you are unsatisfied so we can do better next time!
Customized Products Policy
For customized items, your custom artwork is designed with care and is entirely personal to you and your pet. Due to the personalized nature of these products, we cannot offer returns. However, if you received the wrong product, an incorrect size or print, or your product was damaged in transit, we will replace it without question. Please contact us at hello@pettsup.com within 48 hours of delivery in this case.
Days to return eligible items for a full refund or exchange
Complete refund on returned items
Simple steps to initiate and complete your return
Contact Us
Email us at hello@pettsup.com with your order number and the reason for your return.
Prepare Your Package
Once your return is approved, securely pack your item with all original packaging.
Ship It Back
Send your return using a trackable shipping method.
Please note: Return shipping costs are the responsibility of the customer, unless the item is defective or there was an error with your order.
Once we receive your returned item and confirm it meets our return conditions, we will process your refund to the original payment method within 2 business days.
You'll receive a confirmation email once your refund has been processed.
Need Help?
Our team is here to assist you. For any questions about shipping, returns, or your order, contact us at hello@pettsup.com.