Shipping & Delivery Policy

Last updated: July 14, 2026

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1. Digital Products Only

We sell digital products only. No physical items will be shipped to you.

All products are delivered electronically via email or digital download link.

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2. How Delivery Works (Custom-Made Products)

Because every product we sell is custom‑made specifically for you, delivery is a two‑step process:

Step 1 – Order Confirmation

Immediately after your payment is confirmed, you will receive an order confirmation email. This email confirms that we have received your order and customization details.

Step 2 – Photo Collection & Production

Within 12 hours of your order, we will send you an email requesting the photos and any additional customization information we need to create your product.

Production begins only after we have received all required materials from you.

Step 3 – Final Delivery

Once production is complete (within 48 hours of receiving your photos), we will send you an email with a secure download link to access your digital product.

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3. Delivery Timeframes

⚠️ Please note: The 48‑hour delivery commitment begins only after we have received all required photos and customization details from you, not from the order date.

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4. What If You Don't Receive Your Download Link?

If you do not receive your download link or access details within the timeframe above:

1. Check your spam/junk folder – automated emails sometimes end up there.
2. Check your email provider's filters – make sure our emails are not being blocked.
3. Contact us at hello@halo-tails.com – we will resend the link promptly.

We will not be held responsible for delivery failures caused by incorrect email addresses, full mailboxes, or spam filters outside of our control.

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5. Download Link Validity

Your download link is valid for 30 days from the date of delivery. We recommend that you download your files immediately upon receiving them and save a backup copy to your device or cloud storage.

If you need a new download link after 30 days, please contact us – we may be able to regenerate the link for you at our discretion.

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6. What If You Don't Send Us Your Photos?

We understand that grief can be overwhelming, and we are here to support you.

If we do not receive your photos or customization materials within 7 days of sending our photo request:

• We will send you a reminder email.
• If we still do not receive a response within 14 days, we may cancel the order and issue a full refund, minus a small processing fee to cover our initial work and communication costs.

We do this because we cannot hold your order open indefinitely without receiving the materials needed to create your product.

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7. File Formats & Compatibility

All digital products are delivered in the following formats:

Please ensure your device is capable of opening these file formats before ordering. If you have any compatibility concerns, feel free to contact us before purchasing.

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8. Failed Delivery Due to Customer Error

If delivery fails due to:

• An incorrect email address provided at checkout
• A full mailbox that rejects our emails
• Spam filters that block our delivery emails

We will not be liable for the failure. We will attempt to contact you using the email address you provided. If we cannot reach you within 7 days, the order may be considered fulfilled and we may not offer a replacement or refund.

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9. Need Help?

If you have any questions about delivery, or if you need assistance accessing your files, please contact us at:

Halo Tails
Email: hello@halo-tails.com

We reply within 24 hours.

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This Shipping & Delivery Policy is governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.