Shipping policy
At PetFace Pajamas, every order is custom-made with your pet's photo and produced just for you. This page explains our production process, shipping options, estimated shipping times, and everything else you need to know before placing your order.
Where We Ship To
At this time, we ship only to addresses in the United States and Canada.
While we'd love to serve pet lovers around the world, we currently limit shipping destinations to the U.S. and Canada to help protect our customers' privacy and provide the best possible experience.
While we'd love to serve pet lovers around the world, we currently limit shipping destinations to the U.S. and Canada to help protect our customers' privacy and provide the best possible experience.
Where We Ship From
Petface Pajamas orders are shipped from Louisville, Kentucky USA. We ship packages via USPS, UPS, DHL and FedEx.
Free Shipping
We offer FREE Standard Shipping on U.S. orders when either of the following applies:
- You purchase a complete pajama set (matching top and pants/shorts), or
- Your order total is $53 USD or more.
This offer applies only to orders shipping to addresses within the United States.
Shipping rates for all other orders, including shipments to Canada, are calculated at checkout.
Shipping rates for all other orders, including shipments to Canada, are calculated at checkout.
Production Time
Because every item is custom-made, production begins after your order is placed.
Our typical production time is 3–5 business days before your order ships.
During peak holiday seasons, production may take a little longer due to increased order volume. If unexpected delays occur, we'll do our best to keep you informed.
Please note that production time is separate from shipping time.
Our typical production time is 3–5 business days before your order ships.
During peak holiday seasons, production may take a little longer due to increased order volume. If unexpected delays occur, we'll do our best to keep you informed.
Please note that production time is separate from shipping time.
Estimated Shipping Times
Once your order has been produced, it will be packaged and shipped.
Estimated transit times are:
DestinationEstimated Transit TimeUnited States5–10 business daysCanada10–14 business days
These estimates begin after production has been completed.
Please note that shipping times are estimates only and are not guaranteed. Shipping carriers, weather events, holidays, and customs processing may occasionally cause delays.
Estimated transit times are:
DestinationEstimated Transit TimeUnited States5–10 business daysCanada10–14 business days
These estimates begin after production has been completed.
Please note that shipping times are estimates only and are not guaranteed. Shipping carriers, weather events, holidays, and customs processing may occasionally cause delays.
Rush Processing
Need your order as quickly as possible?
Rush Processing moves your order to the front of our production queue so we can begin making it sooner.
Please note:
Rush Processing moves your order to the front of our production queue so we can begin making it sooner.
Please note:
- Rush Processing speeds up production only.
- It does not guarantee faster shipping or a specific delivery date.
- Once your order has shipped, delivery times depend on the shipping carrier and factors outside of our control.
Canada Orders & Customs
We're happy to ship to customers throughout Canada.
Please be aware that Canadian orders may be subject to import duties, taxes, customs fees, or brokerage charges assessed by Canadian customs authorities.
These charges are not included in your purchase price or shipping cost and are the responsibility of the customer. Unfortunately, we cannot predict or control whether these fees will apply.
Please be aware that Canadian orders may be subject to import duties, taxes, customs fees, or brokerage charges assessed by Canadian customs authorities.
These charges are not included in your purchase price or shipping cost and are the responsibility of the customer. Unfortunately, we cannot predict or control whether these fees will apply.
Tracking Your Order
As soon as your order ships, we'll send you a shipping confirmation email that includes your tracking number.
Tracking information is provided by the shipping carrier and may take up to 24–48 hours after shipment to begin updating.
If your tracking hasn't updated after several business days, please contact our support team and we'll be happy to help.
Tracking information is provided by the shipping carrier and may take up to 24–48 hours after shipment to begin updating.
If your tracking hasn't updated after several business days, please contact our support team and we'll be happy to help.
Multiple Shipments
Depending on the products you've ordered, your purchase may arrive in more than one package.
If this happens, you'll receive separate tracking information for each shipment.
If this happens, you'll receive separate tracking information for each shipment.
Shipping Delays
While we work hard to meet our estimated production and shipping timelines, some delays are outside of our control.
Delays may occur due to:
Delays may occur due to:
- High holiday order volumes
- Severe weather
- Shipping carrier disruptions
- Customs processing for Canadian shipments
- Incorrect or incomplete shipping addresses
We appreciate your patience and understanding should any unexpected delays occur.
Incorrect Shipping Addresses
Please double-check your shipping address before placing your order.
PetFace Pajamas is not responsible for delays or additional shipping costs resulting from incorrect or incomplete shipping information provided during checkout.
If you notice an error after placing your order, please contact us as soon as possible. We'll do our best to update your shipping address before your order ships, but we cannot guarantee changes can be made once an order has entered production or has been shipped.
PetFace Pajamas is not responsible for delays or additional shipping costs resulting from incorrect or incomplete shipping information provided during checkout.
If you notice an error after placing your order, please contact us as soon as possible. We'll do our best to update your shipping address before your order ships, but we cannot guarantee changes can be made once an order has entered production or has been shipped.
Questions?
If you have any questions about your order, shipping, or delivery, our support team is here to help.
Please contact us at
Petface LLC (PetFace Pajamas)
Email: support@petfacepajamas.com
Please contact us at
Petface LLC (PetFace Pajamas)
Email: support@petfacepajamas.com
