Shipping Policy
Last Updated: March 3, 2026
1. Overview
PetPortrait AI uses print-on-demand fulfillment services provided by Gelato and their global network of printing partners. All physical products (canvas prints, posters, apparel, etc.) are printed and shipped directly from Gelato's production facilities located worldwide.
2. Fulfillment Partner
Our physical products are fulfilled by Gelato, a global print-on-demand service provider. Gelato handles:
- Product printing and production
- Quality control
- Packaging
- Shipping and delivery
- Tracking information
3. Processing Time
3.1 Production Time
- Canvas Prints: 2-5 business days
- Posters: 1-3 business days
- Apparel: 2-4 business days
- Other Products: Processing times vary by product type
Processing time begins after your order is confirmed and payment is received. Processing times are estimates and may vary based on:
- Product type and complexity
- Order volume
- Production facility location
- Customization requirements
3.2 Order Confirmation
You will receive an order confirmation email immediately after placing your order. This email confirms that your order has been received and is being processed.
4. Shipping Methods and Times
4.1 Shipping Destinations
Gelato ships to most countries worldwide. Shipping options and delivery times vary by destination.
4.2 Estimated Delivery Times
Delivery times are calculated from the date your order ships (after production is complete). Estimated delivery times:
Domestic (United States):
- Standard Shipping: 5-10 business days
- Express Shipping: 2-5 business days (if available)
International:
- Europe: 7-14 business days
- Canada: 7-12 business days
- Australia/New Zealand: 10-18 business days
- Asia: 10-20 business days
- Other regions: 10-25 business days
Note: Delivery times are estimates and not guaranteed. Actual delivery times may vary due to factors beyond our control, including customs processing, weather, carrier delays, and local postal services.
4.3 Shipping Costs
Shipping costs are calculated at checkout based on:
- Product type and size
- Shipping destination
- Selected shipping method
- Package weight and dimensions
Shipping costs are displayed before you complete your purchase. We do not charge any hidden fees.
5. Tracking Information
5.1 Tracking Numbers
Once your order ships, you will receive an email with:
- Tracking number
- Carrier information
- Estimated delivery date
- Link to track your package
5.2 Tracking Updates
Tracking information is automatically synced from Gelato to Shopify. You can:
- View tracking information in your order confirmation email
- Check your order status in your account (if you created one)
- Use the tracking number directly with the carrier
5.3 Tracking Availability
Tracking information is typically available within 24-48 hours after your order ships. Some shipping methods or destinations may not provide detailed tracking.
6. International Shipping
6.1 Customs and Import Duties
- International orders may be subject to customs duties, taxes, and import fees
- These fees are the responsibility of the customer
- We are not responsible for any customs delays or additional charges
- Customs processing times vary by country and are beyond our control
6.2 International Shipping Restrictions
Some products may not be available for shipping to certain countries due to:
- Local regulations
- Product restrictions
- Carrier limitations
If a product cannot be shipped to your location, this will be indicated at checkout.
6.3 Address Requirements
For international orders, please ensure:
- Your shipping address is complete and accurate
- The address includes all required information (postal code, country, etc.)
- The address is formatted according to your country's postal standards
- You provide a valid phone number for delivery purposes
7. Shipping Address
7.1 Address Accuracy
You are responsible for providing an accurate shipping address. We are not responsible for:
- Orders shipped to incorrect addresses provided by the customer
- Lost packages due to incorrect addresses
- Additional shipping costs to reship to the correct address
7.2 Address Changes
If you need to change your shipping address:
- Contact us immediately after placing your order
- Address changes may not be possible if the order has already entered production
- We will attempt to accommodate address changes when possible
- Additional fees may apply for address changes
8. Lost or Missing Packages
8.1 Reporting Lost Packages
If your package has not arrived within the estimated delivery time:
- Check the tracking information first
- Contact the carrier directly using your tracking number
- If the carrier cannot locate your package, contact us within 30 days of the estimated delivery date
- Provide your order number and tracking information
8.2 Resolution
We will work with Gelato and the shipping carrier to:
- Investigate the missing package
- File a claim with the carrier if necessary
- Provide a replacement or refund at our discretion
9. Damaged Packages
9.1 Reporting Damage
If your order arrives damaged:
- Contact us within 7 days of delivery
- Provide photos of the damaged product and packaging
- Include your order number
- Do not discard the damaged product until we provide instructions
9.2 Resolution
We will work with Gelato to:
- Investigate the damage
- File a claim with the carrier if necessary
- Provide a replacement or refund at our discretion
10. Undeliverable Packages
10.1 Return to Sender
Packages may be returned to us if:
- The address is incorrect or incomplete
- The recipient refuses delivery
- The package cannot be delivered after multiple attempts
- Customs fees are not paid
10.2 Refunds for Undeliverable Packages
If a package is returned to us:
- We will contact you to resolve the issue
- You may be responsible for additional shipping costs to reship
- Refunds may be issued minus original shipping costs if reshipping is not possible
11. Digital Products
Digital downloads (digital portrait files) are delivered immediately via email after purchase. Digital products are not subject to shipping policies as they are delivered electronically.
12. Multiple Items in One Order
12.1 Separate Shipments
Items in the same order may ship separately if:
- They are produced at different facilities
- They have different production times
- They require different shipping methods
12.2 Shipping Costs
- Shipping costs are calculated per order, not per item
- If items ship separately, you will receive separate tracking numbers
- You will not be charged additional shipping fees for separate shipments
13. Rush Orders
Rush or expedited processing is not available at this time. All orders are processed in the order they are received.
14. Shipping Delays
14.1 Causes of Delays
Shipping delays may occur due to:
- High order volume
- Production facility issues
- Weather conditions
- Carrier delays
- Customs processing (international orders)
- Holidays and peak seasons
- Natural disasters or other unforeseen events
14.2 Our Response to Delays
We will:
- Notify you if we become aware of significant delays
- Work with Gelato to resolve issues as quickly as possible
- Provide updated tracking information when available
We are not responsible for delays caused by factors beyond our control, including carrier delays, customs processing, or natural disasters.
15. Holidays and Peak Seasons
During holidays and peak shopping seasons (e.g., Black Friday, Christmas):
- Processing times may be longer than usual
- Delivery times may be extended
- We recommend ordering early to ensure timely delivery
16. Contact Information
If you have questions about shipping or need assistance with your order, please contact us at:
PetPortrait AI
Email: hello@petportraitai.com
Website: https://petportraitai.com
Please include your order number in all communications for faster assistance.
17. Changes to Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the modified policy.
Note: This Shipping Policy is subject to Gelato's terms of service and shipping capabilities. Shipping times, costs, and destinations are subject to change based on Gelato's service availability and policies.