Shipping Policy

At MusaMonster, we are dedicated to providing high-quality custom pet portraits. Since each product is made to order, our process takes time to ensure the best results. Please read through our shipping and processing details carefully before placing your order.

1. Shipping Rates

We offer standard and expedited shipping options, calculated at checkout based on your location.

2. Processing and Production Times

Each pet portrait is custom-made, which means processing and production times can vary depending on the order.

Custom Artwork Creation and Product Production: Generally completed within 3-5 business days.

Rush Artwork Creation: For customers who need their portraits faster, we offer a rush service to prioritize your order in our artist queue. This service expedites the creation process but does not affect the shipping speed.

3. Shipping Times

Shipping times vary based on your location and the shipping method selected at checkout:

Standard Shipping:

USA: 7-12 business days

Canada: 9-14 business days

Australia: 7-15 business days

Japan: Around 7 business days

International: Typically 10-20 business days, depending on the destination.

Note: Shipping times are estimates and may vary due to factors such as customs delays, local courier disruptions, or holiday periods.

4. Order Tracking

Once your order has shipped, you will receive a confirmation email with tracking information to help you monitor your package’s progress.

5. Lost, Damaged, or Delayed Shipments

If your shipment is lost, delayed, or arrives damaged, please contact us within 72 hours of the expected delivery date.

Lost Shipments: We will work with the carrier to locate your package or arrange a replacement.

Damaged Shipments: If your item is damaged during transit, please provide photos of the damage, and we will arrange a replacement.

6. Shipping Delays

While we strive to meet all shipping estimates, unforeseen circumstances such as customs delays, weather conditions, or carrier disruptions may affect delivery times. We appreciate your understanding in such cases.

Please Note:

We also offer shipping to U.S. islands through a special small package service, covering remote areas including Puerto Rico, the U.S. Virgin Islands, Hawaii, Guam, and Alaska. Delivery time is typically 11-15 days.

We are unable to ship to locations: military addresses (APO/FPO/DPO). If an address from one of these locations is provided, we will contact you to request an alternative shipping address.

Taxes and Duties: For international orders, you may be subject to customs duties, taxes, or import fees upon delivery, depending on your country’s regulations. These charges are not included in the product price or shipping cost and will be the responsibility of the customer.

Correct Address: It is essential that the shipping address provided at checkout is accurate and complete. Please double-check your address before placing your order. If you need to make any changes, you must do so within 1 hour of placing the order. Failure to provide the correct address may result in additional shipping fees if the package is returned or needs to be reshipped.

Need Assistance?

If you have any questions, feel free to visit our FAQ page or contact our customer service team at support@musamonster.com