Shipping Policy
Shipping Policy
This policy covers all physical and digital products sold via pawnekocreativestudios.com. Session bookings, studio rentals, and workshops are services — not shipped products — and are covered under our Terms of Service.
1. What We Ship
| Product type | How it's delivered |
|---|---|
|
Stationery bundles Cat Lover, Food Journey, Monster Trainer, Squishy Neko, Japan Journey, Junk Journal Starter Kit |
Physical shipping via SingPost standard mail or Shopee Express. Tracking provided where available. |
|
Printed photographs 4R prints ordered as session add-ons |
Physical shipping via SingPost standard mail. Packed flat with cardboard backing to prevent bending. |
|
Branded merchandise Apparel, tote bags, accessories via Printful |
Fulfilled and shipped directly by Printful Singapore. Separate tracking number provided. |
|
Digital products Preset packs, journalling templates, e-guides |
Instant download link sent to your email at checkout. No physical shipping. No shipping fee |
| Gift vouchers | Delivered digitally via email with your redemption code. No physical shipping. No shipping fee |
| Session photographs | Delivered via shared Dropbox link to your booking email within 5 business days of session. No shipping fee |
2. Processing Time
Physical orders are processed and dispatched within 3–5 business days of order confirmation. You will receive a dispatch notification email when your order leaves us.
3. Delivery Timeframes
| Shipping method | Estimated delivery | Tracking | Fee |
|---|---|---|---|
| SingPost standard mail | 3–7 business days | No tracking | SGD $1.50–$3.00 based on weight |
| SingPost registered mail | 3–5 business days | Tracking included | SGD $3.50–$5.00 based on weight |
| Shopee Express / Ninja Van | 1–3 business days | Tracking included | SGD $3.00–$5.00 |
| Printful (merchandise) | 5–10 business days (production + delivery) |
Tracking included | Calculated at checkout |
Delivery timeframes are estimates provided by the carrier and are not guaranteed. Pawneko Creative Studios is not responsible for carrier delays once an item has been dispatched.
4. Shipping Fees
Shipping fees are calculated at checkout based on the weight and size of your order and your selected shipping method. Fees are displayed before payment is taken — there are no surprise charges after checkout.
5. Order Tracking
Where tracking is available, your tracking number will be included in your dispatch notification email. You can track your order directly on the SingPost website or via the Shopee / Ninja Van tracking portal, depending on the carrier used.
Standard mail (non-registered) does not include tracking. If you need peace of mind on delivery, select registered mail or Shopee Express at checkout.
6. Packaging
- Stationery bundles are packed in a rigid-backed mailer or small box to protect washi tape rolls and sticker sheets in transit.
- Printed photographs are packed flat with a cardboard stiffener and "Do Not Bend" marked on the envelope.
- We aim to use recycled or minimal packaging wherever possible.
7. Address Accuracy
Please ensure your shipping address is correct before completing checkout. We are unable to redirect orders once they have been dispatched. If you realise your address is incorrect, contact us immediately at pawsitively.neko@gmail.com — if the order has not yet been dispatched we will update it. If it has already been sent, we are unable to accept responsibility for non-delivery to an incorrect address provided at checkout.
8. Failed Delivery & Uncollected Parcels
If SingPost is unable to deliver (no one home, incorrect address), they will leave a collection notice. Uncollected parcels are returned to us after the collection period. If a returned parcel needs to be reshipped, a second shipping fee applies.
9. Damaged or Missing Items
If your order arrives damaged or does not arrive within 14 days of dispatch notification, contact us at pawsitively.neko@gmail.com with:
- Your order number
- A photograph of the damaged item and packaging (for damage claims)
- The date you placed your order and expected delivery window
Damage claims must be made within 48 hours of delivery. Missing order claims must be made within 14 days of the dispatch date. We will work with the carrier to resolve the issue and arrange a replacement or refund where applicable.
10. Digital Products & Session Photos
Digital products and session photographs are not shipped. They are delivered electronically:
- Digital downloads (preset packs, templates): instant download link emailed at checkout, active for 30 days.
- Session photographs: shared Dropbox link emailed within 5 business days of your session, active for 60 days. Download before the link expires — we are not obligated to re-deliver after expiry.
- Gift vouchers: redemption code emailed at checkout.
If you do not receive a download link or Dropbox link within the stated timeframe, check your spam folder first, then contact us at pawsitively.neko@gmail.com.
11. Contact Us
For all shipping queries:
- Email: pawsitively.neko@gmail.com
- Instagram DM: @pawneko.photography
We respond within 2 business days. Please include your order number in all correspondence.
12. International Shipping
We ship physical products internationally — stationery bundles, printed photographs, and branded merchandise. Digital products, gift vouchers, and session photographs are delivered electronically and are available to customers worldwide with no shipping fee.
Any customs duties, import taxes, VAT, or local fees charged by your destination country's customs authority are not included in our prices and must be paid by you. This applies to all international orders. EU buyers: from 1 July 2026, all commercial shipments entering EU member states are subject to customs duties and VAT regardless of order value — please budget for this before purchasing.
12.1 International carrier — Speedpost Saver International
All international physical orders ship via SingPost Speedpost Saver International — the recommended SingPost service for commercial goods as of 2026. This service includes tracking to most destinations.
From 1 January 2026, SingPost's International Registered service no longer accepts parcels, packets, merchandise, or items with commercial value. All international orders containing physical goods must ship via Speedpost Saver International.
12.2 Estimated delivery timeframes
| Destination | Estimated delivery | Tracking |
|---|---|---|
| Malaysia & Brunei | 5–10 business days | Included |
|
Southeast Asia Indonesia, Thailand, Philippines, Vietnam, Myanmar |
7–14 business days | Included |
|
East Asia Japan, South Korea, Hong Kong, Taiwan, China |
7–14 business days | Included |
| Australia & New Zealand | 10–18 business days | Included |
| United Kingdom | 10–18 business days | Included |
| Europe (EU member states) | 10–21 business days | Included |
| United States & Canada | 14–21 business days | Included |
| Other destinations | 14–28 business days | Included |
Timeframes are estimates and do not include customs clearance time at the destination country, which is outside our control. We are unable to refund shipping fees due to carrier or customs delays.
12.3 International shipping fees
International shipping fees are calculated at checkout based on your order weight and destination. All fees are displayed before payment — no additional shipping charges are applied by us after checkout.
For an estimate before ordering, use the SingPost Rate Calculator — select Speedpost Saver International and enter your destination. As a guide:
- A single stationery bundle typically weighs 150–300g
- A printed photograph (4R with cardboard backing) weighs approximately 50–80g
- Multiple items in one order are shipped together as a single parcel
12.4 Customs declarations
All international parcels will include an accurate customs declaration form (CN22 or CN23) stating the contents and their actual commercial value. We are not able to mark parcels as "gift" or understate their value — doing so is a customs offence and may result in your parcel being seized, returned, or destroyed at the border with no refund.
12.5 Customs duties and import taxes
Customs duties, import taxes, VAT, handling fees, and any other charges imposed by your destination country are entirely the buyer's responsibility and are not included in our product prices or shipping fees. These charges vary by country, product type, and value — we are unable to predict or control them.
If you refuse delivery due to unexpected customs charges, the parcel may be returned to us at your cost, held by customs, or destroyed. We are unable to issue refunds on orders refused at customs.
The EU has removed its customs-free threshold. All commercial goods shipped into EU member states are now subject to customs duties and VAT regardless of order value. A transitional flat rate of €3 per product category (by HS code) applies, plus your local VAT rate. We recommend checking your national customs authority's website for current import rules before ordering.
12.6 Lost or damaged international orders
If your order has not arrived within 28 days of your dispatch notification, email us at pawsitively.neko@gmail.com with your order number and tracking number. We will raise an investigation with SingPost. Please note international carrier investigations can take 4–8 weeks to resolve.
If your order arrives damaged, contact us within 48 hours of delivery with your order number and photographs of the item and packaging. We will arrange a replacement or partial refund where appropriate.
12.7 Merchandise — Printful international orders
Branded merchandise (apparel, tote bags, accessories) is fulfilled and shipped directly by Printful from their production facility. International shipping rates and timeframes for Printful orders are calculated separately at checkout and may differ from the Speedpost Saver rates above. Printful ships to most destinations worldwide with tracking included.
12.8 Destinations we cannot ship to
We are unable to ship to countries or territories subject to international trade sanctions, or destinations where Speedpost Saver International is not available. If you are unsure whether we can reach your location, contact us before placing your order.