Shipping policy

Thank you for shopping with 3D Crystal Pets. We are committed to creating and delivering your personalised crystal pet gifts safely, efficiently, and with care.

Because our products are custom-made using your uploaded pet photos and personalised details, each order requires preparation, design, production, and shipping time. Please read this Shipping Policy carefully to understand how your order is processed, dispatched, and delivered.

1. Order Processing

Custom-Made Orders

All of our crystal pet gifts are personalised and made to order. After your order is placed, we use the photo(s), text, and instructions you provide to prepare your custom design and production file.

Production Review

We review the order details, image quality, product type, and production requirements before beginning manufacture. This helps us determine the most suitable production location and shipping method for your order.

2. Design and Production Time

Design Preparation

After payment is confirmed, our team generally requires 1 business day to prepare your design and production setup. If we need clarification regarding your uploaded photo, engraving text, or special requests, we may contact you before production proceeds.

Production Time

Most custom orders are completed and prepared for dispatch within 1–2 business days after design confirmation or production approval.

Please note that larger, more detailed, or more complex orders may require additional time.

3. Shipping Confirmation and Tracking

Order Confirmation

After placing your order, you will receive an order confirmation email with your order number.

Shipping Confirmation

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

Tracking Your Parcel

You can use the tracking details provided in your shipping confirmation email to monitor the progress of your parcel during transit.

4. Estimated Delivery Times

Delivery times vary depending on your destination, shipping method, and local carrier performance.

We may offer both Standard Shipping and Express Shipping, depending on the destination and service availability.

Please note:

  • delivery timeframes are estimates only;

  • production time is separate from shipping time;

  • remote areas and international destinations may require longer transit times.

Any shipping estimates provided on our website, by email, or by customer service are approximate only and are not guaranteed.

5. Shipping Delays

While we do our best to dispatch all orders promptly, delays can sometimes occur due to factors outside our control. These may include, but are not limited to:

  • severe weather or natural events;

  • transport network disruptions;

  • customs inspections or clearance delays;

  • carrier operational issues;

  • labour shortages or strikes;

  • peak season congestion;

  • flight or logistics disruptions.

We are not responsible for delays caused by third-party shipping carriers or customs authorities.

6. International Shipping

We ship to selected international destinations. International shipping times may vary significantly depending on the destination country, customs procedures, and local delivery networks.

For international orders:

  • delivery may take longer due to customs processing and border clearance;

  • shipping carriers and customs authorities operate independently from us;

  • delivery estimates are not guaranteed.

Once an international order has been dispatched, we do not offer refunds, cancellations, or accept chargebacks due to shipping delays caused by third-party carriers, customs processing, or other events beyond our control.

If a parcel is delayed, lost, or damaged in transit, we will assist by contacting the carrier and supporting any reasonable enquiry or claim process. Where appropriate, and subject to carrier outcome, we may arrange a replacement shipment at our discretion.

7. Duties, Taxes, and Customs Charges

For international orders, import duties, VAT, GST, taxes, customs fees, and other destination-related charges may apply.

These charges:

  • are determined by the destination country;

  • are not included in the product price or shipping fee unless clearly stated otherwise;

  • are the customer’s responsibility.

If a parcel is returned, refused, or remains undelivered because duties, taxes, or customs charges were not paid, the customer will be responsible for any return fees, handling charges, and re-shipping costs.

We do not provide refunds for parcels returned, rejected, held, or abandoned due to unpaid customs duties or taxes.

8. Incorrect Address Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an incorrect or incomplete address is submitted and the parcel is returned, delayed, lost, or misdelivered as a result:

  • we are not responsible for the delivery failure;

  • re-shipping charges may apply;

  • refunds may not be available for custom-made items.

Please contact us immediately if you notice an address error after placing your order. We will do our best to update it before dispatch, but we cannot guarantee changes once production or shipping has started.

9. Delivered, Lost, or Damaged Parcels

Delivered Parcels

Once tracking shows that a parcel has been delivered to the address provided by the customer, responsibility for securing the parcel passes to the customer. We are not responsible for theft, loss, or damage occurring after confirmed delivery.

Lost or Damaged in Transit

If your parcel appears to be lost or arrives damaged, please contact us as soon as possible and provide:

  • your order number;

  • clear photos of the parcel and product, if applicable;

  • a description of the issue.

We will work with the shipping carrier to investigate the matter and assist where possible.

10. Split Shipments

In some cases, accessories or parts of an order may be shipped separately due to stock availability, packaging requirements, or production location. If this occurs, separate tracking details may be provided.

11. Our Commitment

We are committed to creating beautiful personalised crystal pet gifts and dispatching them as quickly and safely as possible.

Although we make every reasonable effort to meet our estimated timeframes, we cannot guarantee exact delivery dates due to the customised nature of our products and the involvement of third-party shipping providers.

If you have any questions about your order, shipping status, or delivery issue, please contact our customer support team.

12. Contact Us

If you have any questions about this Shipping Policy, please contact us:

3D Crystal Pets


Email: info@3dcrystalpets.com.au
Address: PO Box 4007 St Lucia South QLD 4067