Shipping & Returns
Production time
Every TilloPets piece is made by hand, specifically for you. Please allow 5–10 business days for production before your order ships. Some items — especially larger ceramic urns and wool felt portraits — may take up to 15 business days due to the level of handwork involved. Exact timelines are noted on each product page.
Shipping
We ship worldwide from our partner studios. Once your order is dispatched, you'll receive a confirmation email with your tracking number.
Shipping times (after dispatch):
- Canada & USA: 5–12 business days
- UK, Europe & Australia: 7–18 business days
- Rest of world: 10–25 business days
Free shipping is available on qualifying orders — see product pages for details.
Returns & exchanges
Because every item is custom-made from your pet's photo, we are unable to accept returns or exchanges for change of mind. We encourage you to review your order details carefully before purchasing.
Our remake guarantee
Your satisfaction is our priority. If your order arrives in any of the following conditions, we will remake and replace it at no additional cost:
- The item arrived damaged in transit
- The finished piece does not match your approved preview
To request a replacement, please email info@tillopets.com within 7 days of delivery and include your order number and clear photos of the item and packaging.