Shipping policy
Production & Shipping
Please refer to the production time shown at checkout as the final estimated delivery timeline for your order.
At Koko Hearts, we prioritize artistic quality over mass production. Every portrait is carefully created by real artists, not AI, so each piece takes time, care, and attention to detail.
Production Time
Most orders typically take up to 2 weeks to complete.
This is because our professional artists handcraft every piece with care, making sure your portrait captures your pet’s true expression, personality, colors, and special memories.
Unlike AI-generated filters or mass-produced templates, true custom artwork takes time.
Please note that during promotional periods, peak seasons, or holidays, especially around November and December, production times may be slightly extended.
Artwork Approval Process
To make sure you are happy with your portrait before printing, we will send you an artwork preview for approval.
The sooner you approve your artwork, the sooner we can move your order into production and shipping.
The 72-Hour Approval Rule
We allow up to 72 hours for artwork approval.
If we do not hear back from you within this time, we may proceed with auto-approval and continue with printing and dispatch to avoid unnecessary delays.
This helps ensure your order keeps moving forward and arrives as soon as possible.
Estimated Shipping Times
After your artwork has been completed and approved, estimated transit times are:
- USA: 3–5 working days
- Canada, Australia, UK: 5–7 working days
- Europe: 5–10 working days
- Rest of World: 10–15 working days
Please note that these are estimated transit times after production is completed.
Shipping Cost
We are proud to offer free tracked shipping worldwide on all orders.
No matter where you are located, your order will be shipped with a tracking number.
Tracking Information
All orders are shipped with tracking.
You will receive your tracking details by email as soon as your masterpiece has been handed over to our courier.
Photo & Artwork Notes
You do not need to worry about having the perfect photo.
Our artists are experienced in working with different types of pet photos, including casual, older, darker, or less-than-perfect images.
If we need any extra details or clarification to better capture your pet, our team may contact you before continuing. Providing additional reference photos or special requests may slightly extend the production timeline, but it helps us create a more accurate and meaningful portrait.
Skip the Queue
We may occasionally offer a Skip the Queue option.
This moves your photo closer to the front of our artists’ creation line and may speed up the artwork creation process.
Please note that Skip the Queue does not speed up courier transit time after your order has been shipped.
Contact Us
If you have any questions about your order, artwork approval, or delivery, please contact us at:
We’ll be happy to help.