Shipping policy

Last updated: November 3, 2026

Every PawToKeep keepsake is made to order from your chosen photo and details.

Estimated arrival

Estimated arrival: 7–14 days from your order. This is an estimate, not a guaranteed delivery date. Weekends, public holidays, high order volumes, customs clearance and transport delays can affect arrival times.

We can start work when we have all the information needed for your order. If we need a clearer photo or missing details, we will contact you. Time spent waiting for that information can extend the estimated arrival date. Your statutory rights in the event of a delivery delay remain unaffected.

Free shipping

We currently offer free shipping on every order, with no minimum spend, to our supported delivery countries. The free-shipping offer is applied automatically; no code is needed. Available shipping services and the final total are shown before you place your order.

If the expected free-shipping offer does not appear, contact service@pawtokeep.com before placing your order so we can help. Any optional additional service, if offered, will be separately described and priced before purchase.

Where we deliver

We currently deliver to the United States, United Kingdom, Canada, Australia and New Zealand. Available destinations and address eligibility are shown at checkout. We do not currently offer delivery to EU countries.

Order preparation and dispatch

Our pieces are individually prepared after you order and are not normally held as finished, engraved stock. We may use specialist production, engraving, fulfillment and logistics partners. Depending on the product and production process, an order may be dispatched directly by a production or logistics partner.

Our business address in Vienna is not necessarily the production or dispatch location. Your seller and point of contact remains Josef Darwish, trading as PawToKeep.

Tracking

When your order is dispatched, we send a shipping confirmation and tracking information to the email address supplied with your order. Tracking may take some time to show its first update after a label has been created.

More than one item

We try to ship items together where possible. Depending on production times and logistics, items may arrive in separate parcels or on different days. If we split your shipment, you will not be charged additional shipping fees for that split.

Customs, import duties and taxes

If additional import duties, customs charges or similar fees apply and are payable by the customer, we will provide the information required by applicable law before the order is completed. If those costs are covered by PawToKeep or already included in the total price, you will not be charged them again.

Your delivery address

Please check your recipient name, street address, apartment or unit, postal code, city, region and country before placing your order. If you notice an error afterwards, contact service@pawtokeep.com as soon as possible. We will try to update the address before dispatch, but cannot guarantee changes once an order has shipped.

Actual additional costs caused by an incorrect or incomplete address supplied by the customer may be charged where permitted by law.

Undeliverable or returned parcels

If a parcel cannot be delivered because of an incorrect address, refusal of delivery or another circumstance attributable to the recipient, please contact us to discuss the next steps. Actual additional redelivery costs may be charged where permitted by law.

Damaged, delayed or missing parcels

If your order arrives damaged, please contact us promptly with your order number, a description and, where possible, photos of the product and packaging. This request does not limit your statutory rights or make those rights conditional on providing photos.

If tracking has not updated for an unusually long time, or shows delivery but your parcel has not arrived, contact us. We will investigate with the relevant logistics partner. For consumer orders, the risk of accidental loss does not generally pass to you merely because we hand a parcel to a carrier selected by us.

If we become aware of a significant delay, we will contact you with the available information and revised estimate. Where required by law, we will seek your agreement to wait or offer cancellation and a refund for unshipped goods. If we cannot fulfil an order, we will cancel the unfulfilled part and refund the payment due. Estimated delivery dates and personalized production do not remove your mandatory rights in the event of delay or non-delivery.

Personalized items and engraving guarantee

We do not offer voluntary change-of-mind returns or exchanges for personalized or engraved items. Our 100-Day Engraving Guarantee provides a free remake or replacement, including delivery, for covered engraving issues. Faulty, incorrect or undelivered orders remain subject to your statutory rights. See our Returns, Refunds & Guarantee Policy.