Informativa sulle spedizioni

Where we ship from

Petolino ships from more than one warehouse, and some of them are outside your country. This lets us get the right product to you faster, but it also means the parcel may cross a border on its way.

Processing and delivery

Orders are processed within 1 to 3 business days. Estimated delivery is 5 to 12 business days depending on the warehouse your item ships from. You receive a tracking number by email as soon as the parcel leaves.

Custom pet portraits are digital: there is nothing to ship. Your files arrive by email.

Customs duties and import taxes

Depending on where you live, your order may be subject to import duties, customs fees or local taxes.

• These charges are set by your own customs authority. They are not included in what you pay us, and they are paid by you, not by Petolino.
• We cannot tell you in advance how much they will be, and we cannot refund them.
• If a parcel is held at customs, it is up to you to provide any document requested and to pay any charge due, so that it can be released.
• If a parcel is refused, left unclaimed or abandoned at customs and comes back to us, the return shipping and any customs charge we are billed are deducted from your refund.

By placing an order you accept that any customs duty or import tax is your responsibility.

Returns and customs

Returns have to be authorised by us before you send anything back, and return shipping is paid by you unless the item arrived damaged, faulty or wrong. Any customs duty or import tax on the return journey is also paid by you. Full details are in our Refund Policy.

Wrong address, missing parcels

Please check your address before you pay. If a parcel is returned to us because the address was incomplete or wrong, we can reship it once you cover the new shipping cost.

Questions? Write to us at info@petolino-shop.com and we answer within one business day.