Shipping policy
Order Processing
All HinokiAtelier products are handmade and custom-made to order. Each piece is individually carved and painted based on the photos you provide.
Production time: 7–14 business days after payment confirmation and receipt of your pet photos.
Once your order is complete, we will send you photos of the finished piece for your approval before shipping. Minor adjustments can be made at this stage to ensure you are happy with the final result.
Shipping Destinations
We ship worldwide. HinokiAtelier delivers to most countries and regions around the world.
If your country is not available at checkout, please contact us at hinoki.atelier@outlook.com and we will do our best to arrange shipping for you.
Shipping Methods & Delivery Times
Estimated delivery times after your order has been shipped:
North America — 10–15 business days
Europe — 10–15 business days
Asia Pacific — 7–12 business days
Australia & New Zealand — 10–15 business days
Rest of World — 14–21 business days
Please note that delivery times are estimates and may vary due to local postal services, weather conditions, and other factors beyond our control.
Shipping Rates
We offer free worldwide shipping on all orders.
Order Tracking
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package on the carrier's website.
Please allow 24–48 hours for the tracking information to become available after you receive your shipping confirmation.
Incorrect Shipping Address
Please ensure your shipping address is complete and accurate when placing your order. We are not responsible for packages delivered to an incorrect address provided by the customer.
If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for any additional shipping fees to resend the order.
If you notice an error in your shipping address after placing your order, please contact us immediately at hinoki.atelier@outlook.com. We will do our best to update the address before your order ships.
Lost or Delayed Packages
If your tracking information shows that your package has been delivered but you have not received it, please:
- Check with neighbors, family members, or building management.
- Check around your property (porch, mailbox, side door, etc.).
- Contact your local post office or carrier with your tracking number.
If you still cannot locate your package, please contact us within 7 days of the marked delivery date and we will assist you in filing a claim with the carrier.
For packages that appear to be lost in transit (no tracking updates for more than 10 business days), please contact us and we will investigate with the carrier.
Damaged Items
If your item arrives damaged, please contact us within 7 days of delivery with:
- Your order number
- Clear photos of the damaged item
- Clear photos of the packaging
- A brief description of the damage
We will review your case and work with you to provide a suitable solution, which may include a replacement, repair, or refund when applicable. Please see our Refund Policy for more details.
Multiple Items
If your order contains multiple items, they may be shipped separately depending on production completion times. You will receive separate tracking numbers for each shipment.
Holiday Shipping
During major holidays, shipping carriers may experience higher volumes and delays. We recommend placing your order at least 4–6 weeks before major holidays (Christmas, Valentine's Day, Mother's Day, Father's Day) to ensure timely delivery.
Contact Us
If you have any questions about shipping, delivery, or your order, please contact us:
Email: hinoki.atelier@outlook.com
Contact form: https://hinokiatelier.shop/pages/contact
We reply to all inquiries within 24 hours.