Shipping policy

Last updated: August 4, 2026

This Shipping Policy explains how shipping, delivery, and fulfilment work for orders placed through basil & friends.

This website is operated by Paws Limited, trading as basil & friends. The terms "we", "us" and "our" refer to Paws Limited, trading as basil & friends.

Every item we make is custom-crafted with care. Please read this policy to understand our timelines and processes. By placing an order through our website, you agree to the shipping terms below.

Global Shipping & Duties Included Summary

We are officially shipping to 43 destinations worldwide. We offer Free Global Shipping on all orders over $75 USD. For all our supported regions, Duties, Taxes, and VAT are included at checkout. Custom-made orders take around 3–4 business days for production before shipment.

1. Free Global Shipping & Rates

We offer Free Worldwide Shipping on all orders over $75 USD (which means any order of 2 or more lenses automatically qualifies).

For orders under $75 USD, shipping rates will be calculated and displayed at checkout based on your destination and order weight.

2. Where We Ship

We are proud to officially ship to 43 destinations worldwide:

  • North America: United States, Canada
  • Europe: United Kingdom, France, Germany, Austria, Belgium, Denmark, Finland, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, Switzerland, Bulgaria, Croatia, Czechia, Estonia, Hungary, Iceland, Latvia, Lithuania, Malta, Monaco, Portugal, Romania, Slovakia, Slovenia
  • Asia: Hong Kong SAR, Singapore, Malaysia, Thailand, Philippines, Vietnam, Japan, South Korea
  • Oceania: Australia, New Zealand

If your country is not listed, we are continuously working on adding more destinations. Stay tuned!

3. No Surprise Fees (Duties, Taxes, & VAT)

For all our supported regions, Duties, Taxes, and VAT are included in your shipping cost at checkout.

What you see is what you pay. You will not be hit with unexpected customs bills, import taxes, or brokerage fees when your package arrives.

4. Turnaround Time (Custom-Making)

Because our products are highly personal and custom-made just for you from your pet's photo, shipping time is separate from production time.

  • Custom-Making & Quality Check: Please allow 3–4 business days for us to design, produce, check, and pack your order.
  • Once your order is packed and handed to the courier, you will receive a shipping confirmation email with your tracking number.

5. Estimated Transit Times

The estimates below refer to the transit time after your order has been custom-made and shipped.

Total Estimated Delivery = Custom-Making (3-4 business days) + Estimated Transit Time below.

Region Destination Shipping option Estimated transit time
Asia Hong Kong SAR Express 2–3 business days
Asia SG, MY, TH, PH, VN Standard / Express 6–12 business days
Asia Japan Standard 7–12 business days
Asia South Korea Standard 6–22 business days
North America United States Express / Standard 7–12 business days
North America Canada Standard 7–12 business days
Europe United Kingdom Express 5–8 business days
Europe FR, DE, AT, BE, DK, FI, GR, IE, IT, LU, NL, NO, PL, ES, SE, CH Standard 8–15 business days
Europe BG, HR, CZ, EE, HU, IS, LV, LT, MT, MC, PT, RO, SK, SI Standard 12–22 business days
Oceania Australia Standard / Express 7–14 business days
Oceania New Zealand Standard 8–12 business days

Note: Delivery times are estimates and may vary depending on local customs processing, weather, and local delivery conditions.

6. Order Tracking

Once your order ships, we will provide tracking information via email. Please note that tracking updates may take 24-48 hours to appear after the package has been handed to the carrier.

7. Incorrect or Incomplete Shipping Information

You are responsible for providing accurate and complete shipping information at checkout.

We are not responsible for delayed delivery, failed delivery, or returned packages caused by incorrect or incomplete addresses. If you notice an error in your address, please contact us immediately at hello@basilfriends.com. We will do our best to update it, but changes cannot be guaranteed once production or fulfilment has begun.

8. Failed Delivery & Returned Packages

If a package is returned to us due to failed delivery, refusal to accept, or an incorrect address, additional shipping fees may apply for redelivery.

Because our products are custom-made specifically for you, returned packages cannot be refunded for preference-based reasons or failed delivery.

9. Lost, Damaged, or Delayed Packages

Expectation management is important to us: in global transit, sometimes things go wrong. If your package arrives damaged, faulty, or incorrectly made, please contact us immediately at hello@basilfriends.com with your order number and photos of the item/packaging.

We will problem-solve right away and arrange a replacement or remake for you.

10. Contact Us

If you have any questions about your shipment, please contact us at:

hello@basilfriends.com

Please include your order number where applicable so we can help you more quickly.