How long does it take to prepare my order?

Ready-made items are generally prepared within a few business days.

For personalized and custom-made items, please allow approximately 7–9 business days for production, quality checking, and final preparation before shipment.

Because personalized pieces are created specifically for you, processing time may vary slightly depending on customization details, photo quality, order volume, or whether we need additional confirmation from you.

We’ll always do our best to prepare every order with care and will contact you if additional time is needed.

Do you ship internationally?

Yes. We offer shipping to many countries and regions worldwide.

Shipping availability, rates, and delivery options may vary depending on your destination and local delivery conditions.

If you’re unsure whether we can ship to your location, please contact us at hello@petsoulmatch.com before placing your order. We’ll be happy to help.

How long will shipping take?

Delivery time begins after your order has finished processing and has been shipped.

Transit times vary depending on your destination, shipping method, local carrier, and whether the item is traveling internationally.

Please note that processing time and shipping time are separate. Personalized items require approximately 7–9 business days of preparation before shipment.

International delivery may take longer due to customs processing, holidays, weather, or other carrier-related delays.

Will I receive tracking information?

Yes. Once your order has shipped and tracking information becomes available, we’ll send the tracking details to the email address used for your order.

Please allow a little time for the carrier’s tracking system to update after dispatch.

If your tracking has not updated for an extended period, feel free to contact us and we’ll be happy to help.

What if my package is delayed or I have a shipping question?

Shipping delays may occasionally occur due to customs processing, weather, carrier issues, holidays, or other circumstances beyond our control.

For international orders, customs duties, import taxes, or local handling fees may apply depending on your country or region. These charges, when applicable, are determined by local authorities and are the customer’s responsibility.

If you have any concerns about your shipment, please contact us at hello@petsoulmatch.com and include your order number. We’ll be happy to help.

Please Check Your Shipping Address

Please double-check your shipping address before completing your order. If you notice an error after ordering, contact us as soon as possible. Once an order has shipped, we may not be able to change the delivery address.