Shipping policy

PetSoul — Shipping Policy

Last updated: January 15, 2026

Because every PetSoul piece is hand-illustrated to order, there are two stages to getting your art to you: creation, then delivery. Here's exactly what to expect.

WHERE YOUR ORDER SHIPS FROM

PetSoul is operated by Terrasian Global Limited (Hong Kong) as the seller of record. Once your artwork is finalized, your order is produced on demand and shipped through our dedicated US-based print studio and fulfillment center, using professional, archival-quality printing. This means orders within the United States ship domestically; international orders ship from the US.

1. PRODUCTION / CREATION TIME

After you order, our artists illustrate and review your piece; once it's finalized and approved, it's printed and packed by our US-based print studio. Production typically takes 2–7 business days. During busy periods (holidays, promotions), this may be a little longer — we'll keep you posted.

2. DELIVERY TIME (AFTER SHIPPING)

Once your order ships, estimated delivery is:

  • United States: 3–7 business days
  • Canada, United Kingdom, Australia: 7–12 business days
  • Europe: 7–14 business days
  • Rest of world: 10–21 business days

These are estimates after dispatch and don't include production time. Peak seasons may add a few days.

3. SHIPPING COSTS

  • Free standard shipping on all US orders over $99.
  • US orders under $99: a flat rate of $9.95.
  • International orders: shipping calculated at checkout based on destination.

4. TRACKING

All orders ship with tracking. You'll receive a tracking number by email as soon as your order is dispatched. If you haven't received tracking after 10 business days, email us at support@petsoulstudio.com.

5. RUSH / SKIP-THE-QUEUE

Need it sooner? Our Priority Artwork Upgrade moves your piece to the front of the artist queue and speeds up the creation stage. Note: it speeds up production, not the courier's delivery time.

6. SALES TAX, CUSTOMS & DUTIES

All prices are shown exclusive of tax. Applicable US state and local sales taxes are calculated and added at checkout based on your shipping address, in accordance with each state's tax rules.

Your order ships from the United States. Orders delivered within the US are domestic and are not subject to import duties. International orders (shipped from the US) may be subject to import duties, taxes, or customs fees set by the destination country; these are the responsibility of the recipient and are not included in our prices or shipping charges.

7. ADDRESSES WE CAN'T SHIP TO

  • We're unable to ship to military (APO/FPO/DPO) addresses at this time.
  • Please double-check your shipping address at checkout. Address changes can only be made within 24 hours of ordering (see our Refund & Return Policy).

8. LOST OR DELAYED PACKAGES

Once an order is handed to the carrier, delivery timing is in their hands, and we're not responsible for carrier-caused delays, mis-scans, or service disruptions. That said, we've got your back: if your tracking shows no movement or your package seems lost, contact us at support@petsoulstudio.com with your order number and we'll help track it down or arrange a reshipment.

PetSoul is operated by Terrasian Global Limited, RM 5003, 5/F, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong.