Thank you for stopping by! We sincerely appreciate your interest in Pet Universe USA, and we're here to make your experience exceptional. Whether you have questions or need assistance, our dedicated team is ready to assist you every step of the way.
1. US-BASED COMPANY
With our headquarters nestled in the bustling city of New York, Pet Universe USA proudly operates as a US-based company. We understand the importance of trust and confidence when it comes to online shopping, which is why we assure our valued customers that they can place their orders with peace of mind. As a US-based company, we adhere to the highest standards of quality, reliability, and customer service. Your satisfaction is our utmost priority, and we are here to provide you with an exceptional experience from start to finish. Rest assured, with Pet Universe USA, you can confidently embark on your pet-inspired journey, knowing that you are dealing with a reputable and trusted US-based company.
2. CUSTOM ORDERS "UNLEASH YOUR CREATIVITY"
Explore our world of custom orders, where you can bring your pet-inspired dreams to life. Choose from a range of options, including Custom Pet Portraits that capture the unique essence of your beloved companion, Custom Pet Statues that immortalize their presence, and even Custom Pet Brooches and Mittens for a touch of fashionable flair. Let your imagination run wild as you create personalized treasures that truly reflect your love and admiration for your furry friends.
Experience the joy of owning a one-of-a-kind piece that celebrates the special bond you share with your pet. At Pet Universe USA, we're passionate about transforming your vision into a reality. Don't hesitate to reach out with any questions or to discuss your custom order. We're thrilled to be a part of your pet-inspired journey.
To make the process even more convenient for you, you can easily upload the pictures directly on the listing you are purchasing. Alternatively, you can email them to us at victoria@petuniverseusa.com. Rest assured that our felting artists will skillfully transform your pet's images into a lifelike masterpiece that you'll cherish forever.
At Pet Universe USA, we strive to exceed your expectations, capturing every adorable detail of your beloved pet. So go ahead and embark on this exciting journey of creating a personalized replica pet that will forever hold a special place in your heart.
4. PRODUCTION TIME
Rest assured, our dedicated artists pour their heart and soul into handcrafting your custom pet items. They strive to create a remarkable likeness of your furry companion, using the provided pictures as their guide. While they work diligently to ensure both quality and efficiency, we never compromise on the quality of our products.
We understand your anticipation and value your patience and understanding. Each listing specifies the estimated production time for the artist whose work you admire. Please note that these times are general guidelines, as the intricacies of each individual order may vary. We appreciate your trust in our commitment to delivering exceptional results.
Here are the suggested production times for your reference:
Please consult the specific listing for your chosen item, as it will provide detailed information on the actual production timeline. Remember, quality craftsmanship is our top priority, and we are grateful for your patience as our talented artists bring your custom pet items to life.
5. SHIPPING
At Pet Universe USA, we offer FREE shipping on all orders under $249!
We collaborate with incredibly talented artists from around the world. We understand the excitement of receiving your custom pet item, and we're committed to ensuring its safe and timely delivery. Rest assured that we closely monitor every package throughout its journey, navigating customs and international borders with ease.
For international orders, you will be provided with a tracking link, allowing you to stay updated on your package's progress. Please note that tracking information for orders within the United States will only be visible on usps.com once the package crosses the US border. We appreciate your understanding in this regard.
Our priority is to deliver your cherished pet-inspired creation as soon as possible, keeping you informed every step of the way. Trust in our expertise and our ability to navigate the complexities of international shipping, allowing you to eagerly await the arrival of your treasured item.
You may choose an upgrade to receive your order faster via EMC and can select this option at checkout.
Here are the average shipping times (to the US/Canada) for your reference.
The estimates are very conservative and our customers often receive their packages faster:
Should you have any further questions or concerns regarding shipping, please don't hesitate to reach out to us. We are here to ensure a seamless and delightful experience from the moment you place your order until it arrives at your doorstep.
a) I just placed an order, when will it ship?
Your custom order is waiting to be transformed into a breathtaking masterpiece. We invite you to entrust our talented artists with the creation of your personalized piece. As you explore our collection, you'll find the estimated timeframe for each custom product clearly stated in the product description.
Rest assured, our lines of communication are always open. Throughout the creative process, we'll keep you informed, providing updates on the progress of your custom order. We understand the anticipation that comes with bringing your vision to life, and we're committed to ensuring your complete satisfaction.
Typically, our artists require 2-2.5 weeks to meticulously craft your order. However, in the case of more intricate custom requests, a bit more time may be needed to ensure every detail exceeds your expectations. The description for each item will provide you with the expected timeframe necessary for our artist to bring your commissioned piece of art to fruition.
Should you have any questions or need further assistance, our dedicated team is here to help. Feel free to reach out to us at victoria@petuniverseusa.com. Let us embark on this creative journey together, where your imagination knows no bounds."
b) I entered a wrong shipping address, how can it be corrected?
Mistakes happen, and we understand that you may have entered an incorrect address during the ordering process. If you notice any errors in the address provided, please reply to your order confirmation email and let us know. Alternatively, you can reach out to us via email at victoria@petuniverseusa.com.
If the mistake is brought to our attention within 24 hours of submitting the order, we will gladly update the address to ensure a smooth delivery. However, please note that refunds will not be issued after this 24-hour window for incorrect address submissions.
Your satisfaction is important to us, and we're here to assist you with any concerns or issues you may encounter. Please don't hesitate to contact us, and we'll work together to resolve any address-related matters.
c) How long does shipping take?
At Pet Universe USA, we take pride in offering worldwide shipping to bring our exceptional products to pet lovers across the globe. As we ship from various artists located all around the globe because the felt skills are very rare, thus, the shipping times may vary.
As a guideline, you can expect an average shipping time of 15-35 days, depending on the shipping channels. We work diligently to ensure your package reaches you in a timely manner, and we appreciate your patience during transit.
To enhance the speed of your shipping experience, we offer an expedited shipping option called EMC. By selecting EMC at checkout, you can enjoy a faster shipping method for your order. Typically, packages shipped through EMC arrive within 15-20 days, and sometimes even sooner, depending on the shipping channels.
We understand that timely delivery is important to you, and we want to provide you with the flexibility to choose the shipping method that best suits your needs. Should you have any questions or require further information about EMC or any other shipping inquiries, please feel free to reach out to us. We're here to ensure your satisfaction and a swift delivery of your order.
6. RETURNS
Due to the personalized nature of custom orders, such as pet portraits and replica pets, they are non-refundable. However, if you receive a defective or damaged product, we work with you to resolve the matter be it a replacement that we make or a refund. Please contact us prior to returning the item for approval. Once approved, please send it back to the address we'll specify within 7 days for a refund (excluding shipping). For more information, please refer to our Return Policyon our website. Your satisfaction is of utmost importance to us, and we are here to address any concerns you may have.
6. PAYMENT
We accept many forms of payment to include traditional Visa, Mastercard, PayPal and new such as Bitcoin, Etherium and other coins through Coinbase.
7. ORDER CANCELLATION
We understand that circumstances can change, and we want to provide you with a hassle-free experience. If you wish to cancel your order, you can do so without any penalty as long as it is within 24 hours of placing the order. Simply email us atvictoria@petuniverseusa.com to initiate the cancellation process. We're here to assist you and ensure your satisfaction.
10. OTHER QUESTIONS
For the fastest response, we recommend sending us an email at victoria@petuniverseusa.com with any questions or inquiries you may have. We are here to assist you and will strive to provide a prompt and helpful reply to your email.
