1. What currency are the prices do I see in the site?
All prices are in USD.
2. I just placed an order, when will it ship?
Please allow the artist to make your custom order. The timeframe for each custom product is indicated in product description. We keep our communication open with our customers and will inform you on the progress of your custom order.
Generally, our artists need 2-2.5 weeks to complete an order. In the case of a custom order, some artists require a bit more lead time due to the complexity of the work. The description for each item indicates the expected time necessary for our artist to complete the commissioned piece of art.
If you have any questions, please reach out to victoria@petuniverseusa.com
3. I am not in love with my order, can it be returned? What if there is an issue?
Custom order of your pets such as pet portraits and replica pets are non-refundable due to the personalized nature of those products. However, we offer a 100% money-back guarantee if the product is defective or damaged.
Please reach out to us directly PRIOR to sending us your order back. The return must be approved. We give you 14 days to send it back to us for a refund less shipping.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.
4. Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order within 24 hours of ordering it. Please email us directly to victoria@petuniverseusa.com if you chose to cancel your order.
5. I have entered an incorrect address what do I do now?
If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at victoria@petuniverseusa.com
If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.
6. How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers and our artists' locations. For non-custom orders, the average shipping time is 15-35 days depending on the shipping channels.
7. I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email to victoria@petuniverseusa.com with any questions.
