This Shipping Policy applies to orders placed with Felt & Fond, operated by Xi’an Youhe Electronic Technology Co., Ltd. (西安优禾电子科技有限公司).
Production time
Each memorial is custom made. Production begins only after we receive both the 50% deposit and suitable pet photographs. Production takes approximately 40 days. Time spent waiting for additional photographs, customer feedback, or final approval is not included in this estimate.
Shipping time
After the customer gives final approval and pays the remaining 50% balance, the completed memorial is prepared for shipment. Standard shipping normally takes 7–10 business days. Delivery estimates may be affected by customs inspections, severe weather, carrier disruption, public holidays, or an incorrect delivery address.
Shipping cost and destinations
Standard shipping is included in the product price for eligible destinations. Our initial service area includes the United States, Canada, the United Kingdom, Ireland, Germany, France, the Netherlands, Belgium, Austria, Spain, and Italy. Contact sales@feltandfond.com before ordering if your destination is not listed.
Customs, duties, and taxes
Import clearance, duties, and applicable destination taxes are handled through our logistics arrangements and are included in the product price for eligible destinations. Customers should respond promptly if a carrier requires delivery confirmation or information needed to complete delivery.
Tracking
Tracking information is provided by email after shipment. Please check that your shipping address and contact details are accurate before the order is dispatched.
Lost, damaged, or incorrect orders
If a parcel is lost in transit, arrives damaged, or contains the wrong item, we will arrange a remake or refund as appropriate. For a damaged or incorrect delivery, contact support@feltandfond.com within one day of delivery. Include the order number and photographs or video showing the outer packaging, product, and shipping label. Keep all packaging until the claim is resolved.
Customer address issues
Additional costs caused by an incorrect or incomplete address supplied by the customer, refusal of delivery, or repeated unsuccessful delivery attempts may be the customer’s responsibility unless the problem was caused by us or the carrier.