Shipping policy

Last updated: June 18, 2026

Overview

Every Petails book is personalized and made to order, so timing works a little differently than an off-the-shelf product. This policy explains how and when we deliver our digital and physical books. All processing, production, and delivery times stated below are estimates only and are not guaranteed.

Digital Books (PDF)

Your digital book is delivered electronically — to your account or library and/or by email to the address you provide — typically within 48 hours after your order is confirmed and we have received the information and photos needed to create your book.

You are responsible for providing a correct email address and for maintaining access to the account you use to place your order. Digital books are non-returnable once delivered, as described in our Refund Policy.

Hardcover Books

Hardcover books are printed to order. After your book is finalized, production takes a minimum of 6 business days before your order ships. Shipping transit time is additional and depends on your destination and the carrier.

The production and shipping estimates above are not guarantees, and they may be longer during periods of high demand, holidays, or for orders that require revisions or additional information from you. If expedited production or shipping is available, the terms will be shown at checkout.

When Processing Begins

Order processing and production begin only after (i) your payment has been received and confirmed, and (ii) we have received all of the information and photos we need to create your book. If we are waiting on information from you, or if you request a revision, the applicable timelines pause until we have what we need to proceed.

Shipping Costs

Standard shipping within the United States is free. Expedited shipping and international shipping rates, where available, are calculated and shown at checkout before you pay. Posted prices do not include any taxes, customs, duties, or import charges unless expressly stated.

Shipping Address and Failed Deliveries

You are responsible for providing a complete and accurate shipping address. We are not responsible for orders that are delayed, returned, lost, or misdelivered as a result of an incorrect, incomplete, or undeliverable address you provide, or as a result of a missed or refused delivery. If a package is returned to us due to an incorrect address or a failed delivery, any reshipment may be subject to additional shipping charges.

Address changes can only be made before your order is dispatched. Once an order has shipped, we are unable to change the delivery address.

Tracking

When your hardcover ships, we will provide tracking information where available. Please allow time for tracking details to update after the carrier receives your package.

Delays Outside Our Control

We are not liable for any shipping or delivery delays, and delivery times are estimates only. In particular, we are not responsible for delays or failures caused by events or circumstances outside our reasonable control, including but not limited to:

  • delays, errors, or service disruptions caused by shipping carriers;
  • customs processing, inspections, or clearance delays;
  • weather, natural disasters, fire, strikes, labor shortages, or other force majeure events;
  • high-volume periods, holidays, or surges in demand;
  • incorrect, incomplete, or undeliverable information you provide; and
  • any other circumstances beyond our reasonable control.

Delays of these kinds do not entitle you to a refund of shipping charges or of your order.

Lost, Stolen, or Damaged Shipments

Please inspect your order upon arrival. If your hardcover arrives damaged or defective, or if your tracking shows delivered but you cannot locate your package, contact us within 14 days of the delivery date (or expected delivery date) at hello@thepetails.com with your order number and, where applicable, a photo. We will work with you and, where appropriate, with the carrier to resolve the issue, which may include a reprint or replacement in accordance with our Refund Policy. Once a package is handed to the carrier, we are not responsible for theft after confirmed delivery.

International Orders, Customs and Duties

If you order from outside the United States, you are the importer of record and are solely responsible for any customs duties, import taxes, fees, and charges imposed by your destination country. These charges are not included in our prices or shipping fees and are collected by the carrier or customs authority. Customs processing may delay delivery, and we have no control over these delays or charges. If you refuse to pay applicable duties or taxes and the package is returned or destroyed, we are not responsible for the resulting loss.

Title and Risk of Loss

For physical products, title and risk of loss pass to you once we transfer the products to the carrier.

Changes and Cancellations

Because our books are personalized and made to order, cancellations and changes are limited and are governed by our Refund Policy. Once production has begun, an order generally cannot be cancelled or changed.

Contact

Questions about shipping or your order? Email us at hello@thepetails.com with your order number and we'll help. A real human in Miami answers.

The Petails Company
hello@thepetails.com
151 Southeast 1st Street, # 2701, Miami, FL 33131, United States