Shipping policy
Last update: 2026-04-21
Where we ship
We currently ship across the entire European Union.
UK, Switzerland, Norway and other non-EU European countries are coming soon. If you need shipping to one of these, write to hello@eterna.dog and we'll let you know when it's available.
How long it takes
3-7 business days from payment to delivery. Many customers receive it in 48-72 hours.
| Phase | Time |
|---|---|
| AI portrait generation | ~30 seconds |
| Your approval (email with preview) | depends on you; if no response, we auto-print after 48h |
| Production (canvas printing, stretching, packaging) | 48-72 hours |
| Transport | 1-3 business days across most EU (up to 5 days in peripheral zones) |
If there are delays (printer overload, holidays, transport incidents) we'll email you and adjust the estimate.
Who prints and ships
We print through Gelato, a European network of print hubs. Your canvas is produced at the hub closest to your address (Spain, Germany, Netherlands, or whichever applies) to minimise carbon footprint and transport time.
As carriers, Gelato uses local operators — UPS, DHL, GLS, Correos Express, depending on country — always with tracking.
How much it costs
Shipping is included in the price across the EU. No surprise costs at checkout.
What arrives
- 40 × 50 cm canvas, stretched on a 3.8 cm wooden frame.
- Basic hanging kit (2 hooks + simple instructions).
- Reinforced cardboard box.
If you receive a visibly damaged package, refuse delivery if possible, or accept it and send us a photo of the damage within 48 hours to hello@eterna.dog. We take care of the replacement.
What if I'm not home
The carrier will attempt delivery per its standard policy (2-3 attempts, or delivery to a pickup point). You'll receive a tracking number you can use to reschedule.
Non-standard addresses
- PO boxes: not accepted.
- Islands (Balearics, Canary Islands, Madeira, Azores, etc.): accepted, with possible extended delivery time.
- Office or coworking addresses: make sure to include clear name + reference in the address field.
Address changes after order
If you spot an address error before the canvas enters production (we'll email the preview), reply and we'll fix it. Once printed and handed to the carrier, we can no longer modify the address.
Contact
Shipping issues? Write to hello@eterna.dog with your order number and we'll reply within 24 hours.