Shipping policy

Shipping Locations

We currently offer shipping only within the United States to valid residential addresses.

  • We do not ship to P.O. Boxes or military (APO/FPO) addresses.
  • Orders placed with an invalid or unsupported address may be cancelled and refunded.

Our products are shipped internationally from our workshop to U.S. customers. We’re working to expand to more regions in the future.


Shipping Charge

We offer FREE shipping on all U.S. orders — there are no hidden fees at checkout.

All prices shown on our website are tax-inclusive. We do not charge additional U.S. sales tax at checkout.


Delivery Time

Total delivery time is calculated as:

Order Processing Time + Ready-to-Ship Time + Transit Time

Because some products are in stock and some are custom-made, the timelines are different:

Item Type

Order Processing & Ready to Ship

Transit Time (to U.S.)

Estimated Total Delivery Time (U.S.)

In-Stock Items

1–7 business days

15–30 business days

approx. 17–39 business days

Custom-Made Items

10–21 business days (artwork proof, approval & production)

15–30 business days

approx. 26–53 business days

• These timeframes are in business days (Mon–Fri, excluding public holidays).

  • Actual transit times may vary depending on carrier schedules, customs clearance, and other factors beyond our control.

For non-custom products currently advertised with our Google listings, we use the 17–39 business day delivery window.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details.


Once Shipped & Carrier Responsibility

Once your package has been handed over to our shipping partners, the transit time is determined by the third-party carrier.

To help ensure timely delivery – especially for special occasions like birthdays or holidays – we recommend placing your order in advance.

If your parcel appears to be significantly delayed, please contact us with your order number and tracking information. We will work with the carrier to help investigate and resolve the issue wherever possible.


Change of Shipping Address

If you need to change your shipping address:

  • Please contact us as soon as possible after placing your order at hello@imagipaws.com, including your name and order number.
  • If your order has not yet been processed or shipped, we will do our best to update the address.

Once an order has been processed or shipped, we may be unable to change the shipping address. In that case, any issues caused by an incorrect or incomplete address will be handled under the “Incorrect Address & Delivery Issues” section below.


Packaging

All products are carefully packed to help ensure they arrive in good condition:

  • Prints and portraits are packed with protective materials (such as sleeves, bubble wrap, and sturdy mailers or cartons) to reduce the risk of bending or damage in transit.
  • Larger or fragile items may be shipped in reinforced cartons with internal padding for extra protection.

If your package arrives with visible damage, please document it with clear photos of both the outer packaging and the product itself, and contact us within 48 hours so we can assist you quickly.


Duties & Taxes

  • All product prices shown on our website are tax-inclusive, and we do not charge additional U.S. sales tax at checkout.
  • Our products are shipped internationally from our workshop to U.S. customers. In most cases, orders are delivered without additional charges to the customer.

In rare cases, the carrier or customs may charge import duties, taxes, or handling fees that are outside of our control. These, if applied, are the responsibility of the customer.

If you receive unexpected charges, please keep all documentation and contact the carrier or relevant authority for details. You can also email us if you have questions, and we’ll do our best to help explain the situation, although we cannot control or guarantee local fees.


Tracking

When your order is dispatched:

  • We will send you a shipping confirmation email with your tracking number.
  • You can use this tracking number to follow your parcel’s status via our Tracking page or the carrier’s website.

If you do not receive a tracking email within the expected processing time, please check your spam/junk folder and then contact us if needed.


Incorrect Address & Delivery Issues

Please make sure all shipping details you provide at checkout are complete and accurate (including house number, street, city, state, and ZIP code).

  • Imagipaws is not responsible for delivery delays, undelivered packages, returns, or additional costs caused by an incorrect or incomplete shipping address provided by the customer.
  • If a shipment is returned to us due to an incorrect or undeliverable address, we can reship your order once any additional postage is paid.

For damaged, incorrect, or missing items not caused by address issues, please see our Refund & Returns Policy. In such cases, if the problem is due to our error or damage in transit, we will repair, replace, or refund the item as appropriate.


Contact Information

If you have any questions about shipping, delivery, or tracking, please contact us:

  • Phone: +86 13111855523
  • Email: hello@imagipaws.com
  • Address: Room 301, No.105 Shawan Village, Gushu Community, Xixiang Subdistrict, Bao’an District, Shenzhen, CN, 518102
  • Support Hours: Mon–Fri, 9:30am – 6:30pm (GMT+8)