Last updated: July 3, 2026

Shipping Policy

Every crate we make is handcrafted to order in our workshop and shipped directly to your door, so this page explains exactly how that works, how long it takes, and what to expect at each stage.

We want you to feel confident about your order from the moment you place it, which is why we have kept these details clear and complete.

Order Processing and Production Time

After you place your order, you will receive an email confirming we have received it, and because each crate is made to order, we begin building it rather than pulling it from a shelf.

Production usually takes about 3 to 7 business days, and custom or made-to-measure crates may take a little longer, which we will let you know about where relevant.

From time to time we may carry out a quick verification on an order before production begins, for example to confirm billing or delivery details, and we will contact you if we need anything from you.

How We Ship Your Crate

Once your crate is finished, we pack it in protective flat-pack packaging that is built to travel safely over long distances, and we ship it from our workshop via UPS with full tracking.

UPS delivers all shipments with either a signature or a photo as proof of delivery, so you can follow your crate the whole way to your door.

Shipping Destinations

We ship to homes across the United States, including PO boxes.

Shipping Costs

Shipping is free on your order, so you will not see a separate delivery charge at checkout.

The price you see is also the price you pay, because we cover all customs duties and import taxes for you, which we explain in the next section.

Customs and Duties Are Covered

For orders to the United States, we ship on a Delivered Duty Paid basis, which means we take care of all customs duties and import taxes before your crate reaches you.

In plain terms, there are no surprise customs charges, brokerage fees, or extra costs waiting for you on delivery, because we cover those costs as part of our pricing. The only amount you ever pay is the price shown at checkout.

Estimated Delivery Times

Once your crate is finished and dispatched, delivery typically takes about 5 to 10 business days.

Taken together, most orders are made and delivered within roughly 8 to 17 business days from the day you order. These are careful estimates rather than guarantees, since transit times vary with the destination and customs processing.

Order Tracking

As soon as your crate ships, we will email you a tracking number so you can follow its progress all the way to your door.

If you have not received tracking within a few days of your production window ending, or if your tracking does not seem to be updating, just reach out and we will look into it for you.

Delivery Day and Receiving Your Crate

UPS delivers with either a signature or a photo as proof of delivery. Please inspect your crate when it arrives, and if you notice any damage to the packaging or the item, make a note of it and take a few photos, since this helps us resolve any issue quickly.

Accuracy of Your Shipping Address

You are responsible for giving us a complete and correct delivery address and contact details, because we rely on this information to deliver your order.

If a delivery fails or is delayed because the address provided was incorrect or incomplete, any cost of reshipping may be your responsibility, so please double-check your details at checkout.

Address Changes and Order Updates

If you need to change your delivery address or another detail of your order, contact us as soon as possible at support@tolotunpethouse.shop, and we will update it if your crate has not yet shipped.

Once an order has been dispatched, we may not be able to change its destination, although we will always help where we can.

Undeliverable, Refused, or Unclaimed Packages

If a package cannot be delivered, is refused, or is left unclaimed and is returned to us, we will contact you to arrange what happens next.

Reshipping a returned order may involve additional shipping costs, and where you would prefer a refund instead, we can refund the price of your crate with any shipping and return costs we incurred deducted.

Multiple Items

If you order more than one crate, all items in your order are shipped together at the same time. You will receive a single tracking number covering your entire order.

Shipping Delays

Once your crate is with UPS, delivery is largely in their hands, and occasional delays caused by weather, customs processing, peak periods, or local carrier issues are outside our control.

If we are ever unable to ship your order within the timeframe we have given, we will let you know and you can choose to wait for the new date or cancel your order for a full refund.

Lost or Missing Packages

If your tracking stops updating for an extended period or your package appears to be lost, contact us at support@tolotunpethouse.shop and we will open an investigation with UPS.

These investigations can take a little time, and we will keep you updated throughout and make things right once the outcome is clear.

Damaged or Incorrect Items on Arrival

We pack every crate carefully for its journey, but if your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with a few clear photos and your order number.

We will make it right with a replacement or a full refund, as set out in our Return and Refund Policy, and we will cover any return shipping needed in these cases.

Questions About Your Shipment

If anything about your delivery is unclear, we are here to help.

You can reach our team at support@tolotunpethouse.shop, Monday through Friday from 9 AM to 5 PM EST, and we will get back to you as soon as we can.

Frequently Asked Questions

How long until my crate arrives? We handcraft each crate in about 3 to 7 business days, and shipping then takes about 5 to 10 business days, so most orders arrive within roughly 8 to 17 business days in total. These are estimates rather than guarantees.

Is shipping really free, with no hidden costs? Yes. Shipping is free, and we also cover all customs duties and import taxes on US orders, so the price you see at checkout is the only amount you pay.

Will I have to pay customs or import fees? No. For orders to the United States we ship Delivered Duty Paid, which means we cover all customs duties and import taxes, and you pay nothing extra on delivery.

Can I change my shipping address after I order? Contact us as soon as possible at support@tolotunpethouse.shop, and we will update your address if your crate has not yet shipped. Once it has been dispatched, we may not be able to change its destination.

Will I get a tracking number? Yes, we email you tracking as soon as your crate ships, so you can follow it to your door.

What happens if my order is delayed or lost? Contact us at support@tolotunpethouse.shop and we will help track it down. If we cannot ship within our stated time, we will let you know and you can choose to wait or cancel for a full refund.

My crate arrived damaged. What should I do? Contact us within 48 hours of delivery with photos, and we will make it right with a replacement or a full refund.

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