Shipping policy

Made to order

Every Niou keepsake is handcrafted using your pet’s fur. We currently accept orders for delivery within the United States only.

Production time

Estimated production time is 7–14 business days after Niou has received your pet’s fur and all information needed to complete your order. Business days exclude weekends and U.S. public holidays. This estimate excludes the time for your fur to reach us and the delivery time for your finished keepsake.

If we expect a significant delay, we will contact you with an updated estimate. If we cannot ship within the promised timeframe, we will offer the choice to agree to the delay or cancel for a prompt refund, as required by applicable law.

Sending your pet’s fur

After you place your order, we will provide the U.S. mailing address and detailed preparation, packaging, and mailing instructions. Customers are responsible for the cost of sending fur to Niou.

• Send only the small amount needed for your keepsake.
• Keep fur clean and dry, seal it securely, and include your name and order number.
• Use a tracked mailing service and keep your mailing receipt.
• Keep some irreplaceable fur at home; please do not send your entire supply.

If your inbound package is lost, misdelivered, or damaged before confirmed delivery to Niou, contact the carrier to begin a trace or claim and let us know. We will help confirm whether it has arrived. This does not limit any rights you have under applicable law.

Complimentary U.S. standard shipping

Standard shipping of your finished keepsake within the United States is included. You pay to send fur to us; Niou pays for standard shipping of the finished order back to you. Transit time is separate from production time. After dispatch, tracking information will be provided where supported by the shipping service.

Unused fur

After production, any unused fur will be carefully sealed and returned with your finished keepsake.

Address accuracy

Please provide a complete, accurate shipping address. Email us as soon as you notice an error. Address changes cannot be guaranteed after dispatch. If an incorrect or incomplete address supplied by the customer causes a package to be returned, the customer may be asked to pay the additional postage for reshipment.

Contact

Email niou.pet.studio@gmail.com with your order number. Niou is operated from China; keepsakes are made and shipped by our U.S. production partner. The Chinese business contact address is not the address for mailing pet fur.