Hand-crated Ceramic Custom Pet Portrait Urn

Each product must be manually inspected and packaged before shipping.

Delivery Time= Processing Time + Shipping Time

General Products: 3-5 business days. 
Customized Products : 3-4 weeks (1 week to draw model + 2-3 weeks to make)

Shipping Region & Shipping Time

During the holidays, the shipping time may be longer than usual. Please check your tracking information for specific delivery time.

Tracking My Order
Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details, you can also check the status of your order online with shipping tracking number(https://www.17track.net/en). If your package has not been delivered within the estimated time frame of your shipping method, or you have additional questions regarding shipping, we are here to help you out! Contact us via Email: service@sitipot.com or Facebook message.

Address Information
Orders are processed as quickly as possible, and for this reason, we suggest you have a check and provide us with a correct and complete shipping address. Pay attention to the shipping address and your billing address are correct.

Gift Package
Sitipot product is delivered in exquisite gift package

Refund and Exchange Policy

• For General Products: 30-day return & exchange policy

If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date. Return & Exchange Conditions

1. Items returned without authorization will not be accepted.
2. The time frame for return & exchange must not exceed 30 days from when the original order was received. (The tracking number should be sent to us in 7 days once the customer and service are in agreement on return and exchange.)
3. All items must be returned in their original condition, without scratches or signs of use. 
4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

• For Customized Products: Non-Refundable & Non-Exchange

Items are made to order for you only and cannot be resold. Thank you for your understanding！Due to the nature of ceramic craftsmanship, Ceramic Firing Can't Guarantee 100% Color Consistency. Our artists put a lot of effort into creating these pieces, and we hope you can understand and appreciate their hard work.

If the product you received has quality problems ( including damaged / quantity missing, or the actual product is different from the product you ordered), you can contact us within 30 days after receiving the product. we will resend it free of charge or refund.  Refund requests beyond this time frame will not be accepted. 

Refunds

Returns will be processed within 5 days upon receipt of your package. The refund will be issued to your original payment account within 7 days.

Please Note: The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

* Sitipot will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.

1. Customer received the wrong item.
2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact sitipot within 48 hours of receiving their package.)

* When it comes to exchange, customers will be charged $10 for the exchange shipping fee under the following circumstances.

1. Customer ordered the wrong style.

2. Customer does not like the item in person.

Exchange & Return Flow

• Step 1: Fill out the exchange & return form that comes with your order.
• Step 2: After sending your package out and send tracking info（tracking number and shipping courier）to service@sitipot.com
• Step 3: Package received and inspected by Sitipot.
• Step 4: We will arrange for a refund or a resend whithin a week.

Exchange/Return Address 

Consignee:  Sitipot

Address: 22902-X718, Building 1, Tianlang Lanhushu, Yanta District, Xi'an City, Shaanxi Province, China

Phone Number: +86 18629025731   Zip Code: 710000

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Cancellations/Replacement Policy

• For General Products

All items will be sent into production 24 hours after we receive the payment. Therefore, any cancellations after that time will incur a 30% material and processing fee. Once the product is shipped, it cannot be canceled.

• For Custom Products

Customers who request to cancel the order within 24 hours after placing the order will receive a full refund; refund requests beyond this time frame will not be accepted. All products are custom made, we can not resell them to others.

Address Changes

If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to.  We can change the address up until your order leaves our factory!