How long a PupTrace order takes
Every PupTrace piece is made to order. After you place an order, an artist in our studio sits down with your photo and draws your pet's portrait by hand. That drawing is then laser-engraved onto your necklace, ring, or keychain — a single piece at a time, in the order it was placed.
We split the timeline into two parts. The first is the time it takes us to make your piece. The second is the time it takes the carrier to bring it to you.
Total, order to doorstep6–14 days US/Canada · 5–12 days international
Production runs longer during peak gift weeks — from Black Friday through Christmas Eve, and the week before Mother's Day. We don't compress the work to keep up — we keep the work careful and ask for a few extra days. If you're ordering for a specific date, write to us first and we'll tell you, honestly, whether we can make it.
Where we ship
PupTrace ships to the following markets. If you don't see your country in the list, write to us at support@puptrace.com and we'll tell you whether we can route a one-off shipment your way.
- I.United StatesAll 50 states and DC. APO/FPO available by request — write to us before ordering.
- II.CanadaAll provinces and territories.
- III.United KingdomEngland, Scotland, Wales, Northern Ireland.
- IV.AustraliaAll states and territories.
- V.European Union — selected countriesAvailable at checkout in supported EU member states. Write to us if your country isn't on the list.
- VI.Selected Asian countriesAvailable at checkout in supported Asian countries. Write to us if your country isn't on the list.
Shipping rates
Rates are calculated by destination, but the free-shipping threshold is the same everywhere we ship. It's calculated on the order subtotal before tax. Free US shipping on orders over $60 — and the same $60 threshold applies in Canada, the UK, Australia, the EU and Selected Asian countries.
| Destination | Standard shipping | Free shipping over | Delivery time |
|---|---|---|---|
| United States | $6.95 | $60 | 5–12 business days |
| Canada | $6.95 | $60 | 5–12 business days |
| United Kingdom | $6.95 | $60 | 6–10 business days |
| Australia | $6.95 | $60 | 4–8 business days |
| European Union | $6.95 | $60 | 6–10 business days |
| Selected Asian countries | $6.95 | $60 | 6–7 business days |
Customs, duties, and taxes
US orders carry no additional duties at delivery. The price you pay at checkout is the price you pay, full stop.
For Canada, the UK, Australia, the EU and Selected Asian countries, your local customs office may charge import duties, VAT or handling fees when your package arrives. These charges are set by your country's customs authority — not by PupTrace — and they're paid by the recipient at delivery. We can't collect them at checkout, and we can't predict the amount in advance.
If duties matter to your decision, we'd rather you know before you order than be surprised on the porch. Write to us and we can share the rough range customers in your country have seen.
↑ Back to contentsOrder tracking
The moment your piece leaves the studio, you get a tracking email with the carrier name and tracking number. The first scan usually appears within a day; if it takes a little longer, that's the carrier sorting facility, not your package sitting still.
You can also look up an order any time at our tracking portal, using the order number from your confirmation email. Order numbers start with PT-.
If you've lost your order number, try the order lookup or reply to your confirmation email and we'll pull it up for you.
↑ Back to contentsLate, lost, or damaged
Most packages arrive on time. A few don't. Here's what to do in each case — and what we'll do.
Running a little late
If your tracking is still moving but your delivery is up to five business days past the expected date, hold tight. This is usually a carrier sort delay and resolves on its own.
If you want a second pair of eyes on it, write to us with your order number and we'll check the carrier-side scan history with you.
Late beyond five business days, or marked delivered but not received
Write to us. We'll open a trace with the carrier, follow it through to a resolution, and keep you in the loop the whole way. Most "delivered but not arrived" packages turn up within 48 hours — at a neighbor's, the leasing office, or the back of a porch.
Damaged on arrival
If the piece itself arrives damaged, photograph it along with the package and the protective wrap within 48 hours of delivery and email the photos to us. We'll remake the piece and ship it back at no charge. If only the outer packaging is scuffed but the piece inside is fine, no action needed — that's what the wrap is for.
The 48-hour window matters because our carrier insurance requires it; we can still help past that, but the path is slower.
Confirmed lost
Once a trace closes as a confirmed loss, we remake your piece from the same drawing and re-ship it. There is no charge, and you don't need to send anything back — there's nothing to send back.
For anything that doesn't fit one of the four cases above, see our Refund & Returns Policy or contact us directly.
↑ Back to contentsAddress changes
Six-hour windowWe can change a shipping address only before production starts, which is within 6 hours of order placement. After that, your photo is already on an artist's desk and your piece is being drawn.
If you spot a typo or need to redirect your package, email support@puptrace.com right away with your order number and the corrected address. The faster you reach us, the further upstream we can catch it.
If your order has already entered production, write to us anyway. We can sometimes intercept the carrier label after shipping, depending on the destination, though it isn't guaranteed.
↑ Back to contentsWhy we don't ship faster
Last updated · May 2026
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