Shipping policy
Production & Shipping
Each order has two stages: portrait production, followed by shipping after artwork approval.
At KokoHearts, a real artist digitally illustrates your pet from the reference photos you provide. This is not a one-click AI filter.
Production Time
Production usually takes 2–3 business days once we have usable reference photos and any required artwork approval.
Our artists work carefully to capture your pet’s true expression, personality, colors, and special memories.
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 you to review and reply to the artwork preview.
You may reply at any time during this 72-hour window to ask us to pause your order.
If we do not hear back within 72 hours after the preview is sent, we will treat the preview as approved and move the order into production.
This helps ensure your order keeps moving forward and arrives as soon as possible.
Estimated Free Shipping Time
After your artwork has been completed and approved, free tracked shipping usually takes approximately 7–14 business days.
This is an estimate, not a guaranteed delivery date. Photo clarification, artwork approval, revisions, promotional periods, holidays, and carrier delays may extend the overall timeline.
Shipping Cost
We ship worldwide. Free tracked shipping is available for destinations currently included in our free-shipping zones.
If your country is not available in our online checkout, contact us at support@kokohearts.com. We can review whether a private tracked-shipping order can be arranged for your destination. Any shipping cost, customs duties, taxes, delivery estimate, and payment instructions will be confirmed with you before the order is placed.
Available shipping options and final charges are shown at checkout or confirmed in writing before a private order is accepted.
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.