Shipping policy

Shipping and Delivery

Standard worldwide shipping is included in the listed product price unless checkout explicitly states otherwise.

Custom HugTwin and PawCaddie orders

Production begins after we receive the photos and order details needed to start your custom piece.

• Normal Production: 5-6 weeks
• Rush Production: 4 weeks
• Super Rush Production: 2-3 weeks

We send preview photos before shipping. After you approve the finished piece, we dispatch it with tracking information. Delivery time varies by destination and carrier, and customs processing can cause delays outside our control.

Ready-made Companion Collection

In-stock Companion Collection items normally ship within 3 business days. Tracking information is sent when the order leaves our facility.

Taxes and Duties

Taxes, VAT, customs duties, brokerage charges, and other import fees are not included unless they are explicitly collected at checkout. Any charges assessed by the destination country are the customer's responsibility.

Address and Delivery Issues

Please confirm your shipping address before placing an order. Contact DragonMoss promptly if tracking shows a delay, damage, or a delivery problem so we can review the shipment with the carrier.