Policies: Shipping
We at Hoof & Paw endevor to provide you, our customer, with the best experience possible. Sometimes, as is inevitable, things don’t go as planned or accidents happen. Here are the guidelines and referrence materials we use so we can all be on the same page and know what to expect:
Most of our items are custom orders and as such our policies are derived on that basis. Policies regarding any items sold “premade” are explicitly stated otherwise.
Timeline #
After payment of your purchase we will timely begin making your art piece. We will endevor to ship your product within the timeline listed in the sales information (via Etsy, or other seller website). Please be aware that timelines my vary due to circumstances beyond our control such as supply availability, personal or family emergencies, shipping provider issues, etc. If we anticipate a later-than-expected arrival we will inform you as soon as possible. Again, sometimes this is last minute, and we thank you for your understanding that the best of plans can sometimes fail.
Shipping of any premade orders will occur within 2-3 days of your purchase.
Packaging #
We will package your art piece such that it should not be damaged during shipping. If for some reason it is damaged, please send us pictures of the package as it arrived and the damage done to the piece. We will then work together to resolve the issue for you. Sometimes that will be a new delivery, a refund, or some other solution. But please let us know the problem as soon as it arrives. See Returns Policy for further information.
Method of Shipping #
The cost of shipping will depend on the delicacy and size of your order. For most orders we use USPS first class, but for more delicate or expensive items we may use UPS or FedEx for extra security and tracking. If you have a preferred method of shipping please let us know and we will try to accomodate you.
Lost Items #
If your item is lost during shipping we will either give you a full refund OR make and ship you a new item at no cost. All lost premade orders will result in a full refund.
Cancelation of Order #
Due to the unique nature of our art pieces, cancelations are allowed but we may not be able to give you a full refund. We make these items specifically for you, so please be careful in your ordering. If a misunderstanding arises, we would like to find a happy resolution to the problem through direct communication. Ultimately we want you to be happy with your purchase and your vision come to life. Sometimes that just doesn’t happen, but we will certainly try to find a way to pivot together. These situations will be determined on a case by case basis.