Approval before dispatch
We send a finished-piece photo before dispatch. One complimentary design adjustment is included before the item ships.
MADE TO ORDERContact Us About Your Order
Shipping and custom order policy.
Each piece is made especially for your order. The timelines and policies below explain the process, estimated delivery, costs, changes, and remedies available if something goes wrong.
Dispatch location
Orders are prepared and dispatched from our fulfilment facility in China. TC GENIUS is operated by AURORIX LIMITED, a company registered in England and Wales.
Estimated production
Production normally takes 3–5 business days after payment and all required customization details are received. This is an estimate rather than a guaranteed completion date.
Estimated transit
Transit is normally estimated at 7–20 days after dispatch. Carrier delays, customs, holidays, weather, and remote destinations may extend this estimate.
Shipping charges, duties, and taxes
Orders are dispatched from China and shipped internationally to the delivery address provided at checkout.
Available shipping methods and charges are displayed at checkout before payment. Unless checkout expressly states otherwise, customs duties, import taxes, brokerage fees, and other local charges are not included and are the recipient’s responsibility.
Cancellation window
Contact us within 48 hours of ordering if you wish to cancel. If material preparation, personalization, or production has already begun, cancellation may not be possible. Any rights required by applicable consumer law remain unaffected.
Custom items, returns, and exchanges
Personalized and made-to-order items are not eligible for change-of-mind returns or exchanges after production begins. This does not limit remedies required by law for faulty, damaged, misdescribed, or incorrectly made goods.
Damage, maker error, or incorrect customer size
Contact lirs@tcgenius.net promptly with your order number and clear photos of the item and packaging. Verified shipping damage is eligible for free replacement. A maker error is corrected or remade free of charge. If an incorrect measurement was supplied by the customer, adjustment, material, and shipping fees may apply.
Natural stone and handmade variation
Natural stones vary in color, pattern, transparency, shape, and placement. Styled and modeled images illustrate the intended appearance; the finished-piece photo shows the exact item prepared for your order.
Need help before ordering? Contact us at lirs@tcgenius.net with your pet’s neck measurement, destination country, and any customization questions. Estimated delivery times are not guaranteed and may be affected by customs, carrier delays, weather, or other circumstances beyond our control.