Shipping policy

Last Updated: August 18, 2026

We Don't Ship — We Deliver Digitally

PetBallad is a fully digital service. No physical products are manufactured, packaged, or shipped. Everything you order — your song, your film, the teaser, and the lyrics sheet — is delivered electronically through your private delivery page, with notifications sent to the email address provided at checkout.

How You Receive Your Order

Once your order is confirmed and payment received, here is how delivery works:

  1. 1. We write and produce your song from the story in your order form, and deliver it to your private delivery page — a personal link emailed to you.
  2. 2. You listen to the full song and either approve it or request free changes.
  3. 3. After you approve, you upload your photos and videos, add any dates and messages, and press "Finish & send" — whenever you're ready. There's no time pressure on this step.
  4. 4. We hand-edit your film and deliver it to the same page. Downloads unlock when your film is delivered.

Your delivery page also includes a private share page link to send to family and friends.

Delivery Timelines

The Ballad

  • Song: within 3 days of your completed order form
  • Film: within 3 days of song approval and completed uploads

The Ballad, Express

  • Song: within 24 hours of your completed order form
  • Film: within 24 hours of song approval and completed uploads

Two things start the film clock, and both are in your hands: approving the song, and pressing "Finish & send" after your uploads. The clock pauses whenever we're waiting on you — take the time you need.

All delivery times are estimates made in good faith and are not guaranteed. Actual delivery may vary depending on order volume, the complexity of your request, or circumstances outside our control. We will always communicate with you if there is an unexpected delay.

What You Receive

  • Your original song (MP3 download)
  • Your memorial film in phone (9:16) and TV (16:9) formats (MP4 downloads)
  • A 30-second teaser for sharing
  • A printable lyrics sheet (PDF)
  • A private share page for family and friends

Downloads and Re-Delivery

Once your film is delivered, all files are yours to download and keep. If you ever lose them — a new phone, a lost email, years from now — contact us with your order details and we will re-deliver at no charge.

Email Delivery Issues

If you do not receive a delivery email, please check your spam or junk folder first. If you still cannot find it, contact us at hello@petballad.com with your order number and we will resend it promptly.

No Shipping Charges

Because all delivery is digital, there are no shipping, handling, or postage charges. What you see at checkout is what you pay.

Contact

Email: hello@petballad.com

Address: 9981 Whalley Boulevard, Suite 3002, Surrey, BC, V3T 0G6, Canada

PetBallad is a trade name of Dessert With Love Inc. PetBallad operates as a digital service for customers in the United States, Canada, and worldwide. All products are delivered digitally — no physical goods are shipped.