Shipping policy

Last updated: September 16, 2026

At Loyal Layer, every portrait is custom-designed and handmade for one pet. This means your order includes a design-proof and production stage before it is ready to ship. Please review the information below before placing your order.

1. Where We Ship

We aim to ship to customers worldwide. Available destinations and shipping methods are shown at checkout. If we are temporarily unable to ship to a country or region because of carrier restrictions, customs requirements, or other service limitations, checkout will not offer delivery to that destination or we will contact you as soon as possible.

2. Shipping Costs

Shipping costs are calculated according to the destination, selected service, package size, and current carrier rates. The final shipping charge will be displayed at checkout before payment.

Any free-shipping promotion, minimum-order threshold, or express-shipping surcharge will be shown on the website or at checkout when applicable.

3. Design, Production, and Dispatch Time

Because every Loyal Layer portrait is made to order, total delivery time consists of several stages:

Business days do not include weekends or public holidays. Peak seasons, a request for a replacement photo, substantial design changes, material availability, customs inspections, severe weather, or carrier disruptions may extend these estimates.

Delivery dates are estimates rather than guarantees unless a specific guaranteed service is expressly stated at checkout.

4. Express Shipping

When express shipping is available, it applies only to carrier transit after your portrait has been approved, made, and dispatched. It does not shorten the design-proof, revision, or handmade production stages unless a separate production-priority service is expressly offered.

5. Order and Address Changes

Please check your name, shipping address, postal code, email address, and telephone number carefully before completing checkout.

If any shipping information is incorrect, contact us at support@loyallayer.art as soon as possible and include your order number. We recommend contacting us within 24 hours of placing the order. We will try to make the change, but we cannot guarantee that an address can be updated after an order has entered fulfillment or has been handed to the carrier.

Loyal Layer is not responsible for delays, failed delivery, loss, or additional charges caused by an incorrect or incomplete address supplied by the customer. If a parcel is returned to us for this reason, the customer may be responsible for the cost of reshipping it.

6. Tracking

When tracking is available, we will send a shipping-confirmation email containing the tracking number or tracking link after your order has been dispatched. Please allow 1–2 business days for the carrier’s tracking page to begin showing movement.

A tracking status may occasionally remain unchanged while a parcel is in transit or undergoing customs processing.

7. Delayed or Missing Parcels

If your parcel has not arrived by the end of the estimated delivery window, please:

1. Check the tracking link and any delivery-attempt notice.
2. Confirm that the shipping address on your order confirmation is correct.
3. Check with household members, neighbors, reception desks, or local pickup points.
4. Contact the carrier when the tracking page provides a local service number.
5. Email support@loyallayer.art with your order number if the parcel still cannot be located.

We will review the tracking information and, when appropriate, open an investigation with the carrier. Depending on the outcome and applicable law, we may arrange a replacement, refund, or another reasonable solution. Carrier investigations can take time, and we may need to wait until the parcel qualifies as lost under the carrier’s rules.

8. Customs, Duties, and Taxes

International orders may be subject to import duties, taxes, customs fees, brokerage charges, or local handling fees. Unless checkout expressly states that these charges have been collected, they are the customer’s responsibility and are not included in the product or shipping price.

Customs authorities may delay a shipment. Loyal Layer does not control customs processing times and cannot guarantee release dates.

If a customer refuses a parcel because of unpaid duties, taxes, or customs charges, any refund that is legally due may be reduced by the original shipping cost, return shipping cost, customs charge, or other non-recoverable fees.

9. Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, contains the wrong item, or is missing an item, keep the product and all packaging and contact support@loyallayer.art within 7 calendar days of delivery. Include your order number and clear photographs of the item, outer packaging, shipping label, and damage or error.

Please refer to our Refunds & Returns Policy for eligibility and the available remedies. Do not return a custom portrait unless our support team has provided return instructions.

10. Multiple Packages

Items from the same order may occasionally ship separately. If this happens, you may receive more than one tracking number, and the packages may arrive on different days.

11. Events Outside Our Control

Loyal Layer is not responsible for delays caused by events outside our reasonable control, including severe weather, natural disasters, labor disruptions, customs actions, transportation interruptions, government restrictions, or carrier network delays. We will make reasonable efforts to keep you informed and help resolve the delivery where possible.

12. Contact Us

For questions about shipping or an existing delivery, contact:

Loyal Layer Customer Support
Email:support@loyallayer.art

Please include your order number whenever you contact us about an existing order.