Shipping Policy

Shipping Policy

Thank you for visiting and shopping at samesin. Because our premium pet portraits are custom-made, every order includes two stages: production time and shipping time.

Please review our shipping guidelines below.

1. Production Time

Because every portrait is personalized and prepared based on your pet's photo, we do not ship custom items instantly.

Most custom orders require 5-8 business days for production. This includes artwork preparation, printing or crafting, quality checking, and secure packaging before the order is handed to the courier.

Some products that require additional artist work or more complex customization may take more than 15 business days before shipping. If your order requires extra production time, we will do our best to keep you informed.

Please make sure your uploaded pet photo is clear and your order details are correct. Low-quality photos, missing information, or delayed customer responses may affect production time.

2. Shipping Time and Delivery Estimates

Estimated shipping time is 7-12 business days worldwide after your order has been handed to the courier.

Please note that shipping time does not include production time.

Estimated standard timeframe:

Production time: 5-8 business days
Shipping time: 7-12 business days
Estimated total time: 12-20 business days

For products that require additional artist work or more complex customization, production may take more than 15 business days before shipping. In those cases, the total delivery timeframe will be longer than the standard estimate.

Delivery times are estimates and cannot be guaranteed. Delays may occur due to carrier issues, holidays, customs clearance, weather, or other circumstances beyond our control.

3. Shipping Rates

We ship worldwide.

Orders of $199.00 USD and over qualify for free shipping. For orders under $199.00 USD, shipping fees vary based on your location and will be calculated and displayed at checkout.

Shipping fee:

Orders $199.00 USD and over: Free shipping
Orders under $199.00 USD: Shipping fee shown at checkout

4. Tracking Your Order

Once your package has shipped, we will send you a shipping confirmation email with your tracking number and tracking link.

Please allow 24-48 hours for tracking information to update in the carrier's system after shipment.

5. Customs, Duties, and Taxes

samesin is not responsible for customs fees, import duties, taxes, tariffs, or other charges applied by your country or region. These fees are the responsibility of the customer.

Customs processing may also cause delivery delays that are outside our control.

6. Incorrect Shipping Address

Please double-check your shipping address before placing your order.

samesin is not responsible for orders shipped to an incorrect address provided by the customer. If you need to correct your shipping address, please contact us within 3 days (72 hours) of placing your order.

After the 3-day cancellation window, your order may enter production and the shipping address may no longer be changed.

7. Damaged During Shipping

If your custom portrait arrives damaged, warped, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

- Your order number
- Clear photos of the damaged item
- Clear photos of the packaging

Once reviewed and confirmed, we will help arrange a suitable solution, such as a free replacement.

8. Contact Us

If you have questions about shipping, delivery, tracking, or a damaged shipment, please contact us through our official customer support channels:

Email: service@samesin.com
WhatsApp: +86 15240189836