Shipping Policy

 

Last updated: July 3, 2026

At Stellance, we capture your pet’s unique spirit through exquisite hand-sculpting, detailed brush painting, and precise kiln-firing. This dedicated, multi-step artisan process requires an extended crafting timeline to ensure an exquisite, durable finish. To keep you fully informed, our delivery process is structured into two phases: Crafting and Transit.

1. Total Delivery Timeline

Your estimated delivery window consists of two consecutive steps:

  • Bespoke Crafting Time: 3-5 Weeks. This window allows our master artisans to carefully sculpt, hand-paint, glaze, and kiln-fire your custom piece to achieve exceptional craftsmanship standards.
  • Standard Transit Time: 1-2 Weeks. Once the final quality assurance check is complete, your package will be handed over to our shipping networks for delivery.

Total Expected Timeline: Most customers receive their unique creations within 4 to 6 weeks from the date of order confirmation and image submission.

Please note: While we strictly stick to this timeline, exceptional seasonal courier volume, adverse regional weather, or logistics carrier constraints may occasionally create slight variations in the final delivery date.

2. Shipping Fees, Import Duties, and Taxes

We strive for full transparency. Unless explicitly stated otherwise on a specific product detail page, our listed retail prices operate on a comprehensive basis:

  • What Stellance Covers (Fully Inclusive): The listed prices on our website are fully inclusive of all product manufacturing costs, standard shipping fees, specialized protective handling charges, and any international import duties or customs clearance taxes required for delivery to your destination country. Stellance will directly assume these specific transit and import tax responsibilities.
  • What the Buyer Covers (Buyer's Responsibility): Any domestic sales taxes levied within the destination country subsequent to or independent of customs clearance remain the sole responsibility of the buyer. This includes, but is not limited to, local state sales taxes, value-added taxes (VAT), or goods and services taxes (GST). These are determined by and payable to your local government authority under applicable regional laws.

3. Tracking Your Order

Once your custom creation passes our quality check and leaves our specialized studio, a shipping confirmation email containing your tracking number and carrier info (e.g., DHL, FedEx, USPS, or local national couriers) will be automatically sent to your inbox.

Please allow 24-48 hours for the logistics carrier to update the initial tracking scans online.

4. Wrong Address & Delivery Issues

To ensure seamless delivery of your custom artwork, please verify your complete shipping address (including suite, apartment, or unit numbers) at checkout.

  • Stellance is not legally responsible for failed deliveries resulting from inaccurate, incomplete, or outdated addresses provided by the buyer.
  • If a package is returned to our facility due to an incorrect address, the buyer may be held responsible for the supplemental reshipping costs.

5. Contact Information

If your tracking details show no updates for more than 5 business days after receiving your shipping confirmation, or if you have any questions regarding your package’s transit status, please reach out directly to our dedicated customer care team:

Stellance Support Desk:

  • Email: support@stellanceshop.com
  • Business Address: 2222 S 6th Ave, Arcadia, CA 91006, United States