Shipping policy
Last updated: 15 July 2026
PetCup mugs are personalised and made to order. The delivery process therefore includes design preview, customer approval, production and shipping.
Delivery destinations
We currently deliver to Belgium and the Netherlands. The available delivery destinations are shown at checkout.
Order timeline
Our usual timeframes are:
- Design preview: usually within 24 hours after ordering;
- Production: 2–5 business days after you approve the design; and
- Shipping: approximately 3–7 business days after production.
When the design is approved promptly, most orders arrive within approximately 7–14 business days from the order date.
The timeline pauses while we are waiting for your approval, requested changes or a replacement photo. Production does not begin until you approve the design.
Business days are Monday to Friday, excluding applicable public holidays.
Shipping costs
Shipping costs are calculated according to the delivery destination and displayed at checkout before you place the order.
Orders delivered within the European Union are not subject to additional customs duties upon delivery.
Tracking
Tracking is included. Once your order has shipped, we will send the tracking information to the email address used for the order. It may take a short time for the carrier’s tracking information to update.
Delivery addresses
Please check that the delivery name, street address, postal code and other delivery information are complete and correct before placing your order.
If you notice an error, contact support@petcup.shop as soon as possible. We cannot guarantee that an address can be changed after the order has entered production or shipping.
If an order is returned because the customer supplied an incorrect or incomplete address, or because the delivery was not collected, reasonable reshipping costs may apply. This does not apply where the delivery problem was caused by us or the carrier.
Delays and lost shipments
Delivery estimates may be affected by unusually busy periods, carrier disruption, severe weather or other circumstances outside our reasonable control. If we become aware of a significant delay, we will provide available information and work to resolve the situation.
If your tracking has not updated or your order has not arrived after the estimated delivery period, contact support@petcup.shop with your order number. We will investigate the shipment. If it is confirmed lost, we will provide an appropriate replacement or refund.
Nothing in this policy limits your rights under applicable consumer law.
Orders for a particular occasion
If the mug is intended as a gift for a particular date, we recommend ordering at least 2–3 weeks in advance. Delivery by a specific date is not guaranteed unless we expressly confirm it in writing.
Contact
For shipping questions, email support@petcup.shop and include your order number.
Seller and business information is available in our Legal Notice.