Shipping policy

Everglow Pets — Shipping Policy

Thank you for trusting Everglow Pets to honor your beloved companion. We know how deeply meaningful your interactive memorial box is, and we take every step to keep you informed throughout the creation and delivery process.  

📦 Total Estimated Timeline: 10–14 days from order to doorstep.

This includes 3–5 days for your digital preview, 1–2 days for final assembly, and 7–12 days for shipping. We don't ship until you approve your preview — so every day counts from the moment you submit your photo.

Because every product features a fully customized digital hologram asset made specifically for your pet, our fulfillment process is broken into two distinct parts: Custom Design Production and Physical Shipping.  

1. Production Timeline (The Custom Design Stage)

Photo Submission: Once your order is placed, our design team begins transforming your uploaded 2D photographs into a custom 3D digital companion asset.  

The Digital Preview: Within 3 to 5 business days of your order, you will receive an email containing a high-resolution digital preview of your pet's custom hologram for your formal review and approval.  

Assembly & Firmware Configuration: The moment you click to approve your custom digital asset, we lock in your design files, Assembly & Final Preparation: Once you approve your preview, we finalize your box for courier pickup. This takes an additional 1–2 business days.

💡 Note: Your order will not enter the physical transit stage until you have formally approved your digital preview. Please check your email inbox (and spam folder) regularly to avoid any production delays.

  

2. Shipping & Delivery Estimates

Once your customized memorial box leaves our facility, transit times depend entirely on your selected shipping method at checkout.

Standard Shipping: 7–12 business days (Free promotional shipping when applicable)

Expedited Shipping: 3–5 business days

Please note: All delivery times are estimates provided by our courier partners. While we do everything in our power to ensure your package arrives swiftly, Everglow Pets is not legally liable for unexpected delays caused by transit carriers, holiday backlogs, or customs processing.  

3. Order Tracking

The moment your package is handed over to the shipping carrier, you will automatically receive a confirmation email containing your tracking number and a link to monitor its journey in real-time. Please allow up to 24–48 hours for the carrier system to update the tracking information page.  

4. International Shipping & Customs Fees

We are proud to ship our memorial boxes to pet parents worldwide. Please be aware that international shipments may be subject to customs duties, import taxes, or brokerage fees levied by your destination country.

These fees are completely outside of our control and are the sole responsibility of the customer. Everglow Pets cannot label international packages as a "gift" or alter the product value on customs declarations to avoid these fees.

5. Lost, Stolen, or Delayed Packages

Once a package leaves our facility, the physical risk of loss transfers to the carrier and the buyer. If your tracking information states that your package has been "Delivered" but you cannot locate it:  

Check with neighbors, apartment front desks, or secure mail areas.

Wait 24 hours, as courier systems occasionally mark items as delivered prematurely.

Contact your local postal branch directly to open a GPS location inquiry.

If your package is genuinely lost in transit by the carrier (tracking has stopped moving completely for over 10 consecutive business days), please reach out to us at hello@everglowpets.shop so we can look into it and assist you.

6. Damaged in Transit Guarantee

We use heavy-duty, protective custom packaging to ensure your interactive box arrives safely. However, if your box, glass, screen, or internal tech arrives physically broken or defective due to rough handling during shipping, please do not worry. You are fully protected by our hardware guarantee.  

Please contact us within 7 days of delivery at hello@everglowpets.shop with your order number and a photo or video of the damage.

Shipping Support

For any questions regarding your order status, photo uploads, or tracking updates, our team is always here to provide gentle, helpful support. Reach out to us anytime at hello@everglowpets.shop.