HELP CENTER
Questions, answered
Find answers about choosing a set, submitting your pet’s photo, reviewing the artwork and receiving your personalized order.
Ordering and personalization
How do I choose the right set size?
The set size refers to the number of personalized pieces included. Choose a 2-, 3-, 4- or 5-piece set based on how many coordinated items you want. Review the individual product page for the exact pieces and available options before ordering.
What can I personalize?
Available personalization depends on the selected set and products. Options may include your pet’s portrait, name, colors, embroidery placement and number of pets. All available choices will be shown on the product page.
How do I submit my pet’s photo and details?
Select your available product options, complete the required personalization fields and upload your pet’s photo directly on the product page before adding the set to your cart.
Can I include more than one pet?
The supported number of pets varies by product and set. Select from the available number-of-pets options shown on the product page. If the option you need is not listed, contact us before ordering.
Can I order a set as a gift?
Yes. You can send the order directly to the recipient’s address at checkout. Please make sure the personalization details and shipping information are correct before completing your order.
Photos, artwork and revisions
What kind of photo should I upload?
Choose a clear, well-lit and in-focus photo that shows your pet’s full face, eyes, ears and natural expression. Avoid distant, blurry, heavily filtered or shadowed images.
What happens if my photo is not suitable?
A clear photo is required to create an accurate portrait. If the submitted image does not provide enough visible detail, additional information or a replacement photo may be required before artwork can begin.
When will I receive my first artwork preview?
Your first digital artwork preview will be sent within 2–3 business days after we receive all required photos and personalization details.
What can I request during revisions?
You can request adjustments to details such as the pet portrait, colors, spelling, placement and overall composition within the options available for your selected product.
How do the 3 free revision rounds work?
Your order includes 3 free revision rounds before final approval. For faster processing, please group all requested changes together in each round. We’ll send an updated preview for you to review.
Production, delivery and support
What happens after I approve the artwork?
Once the final artwork is approved, every piece in your set moves into production using the approved design. The completed set is then checked for personalization details and overall quality before shipping.
When will my order arrive?
US orders are delivered within 14 days after final artwork approval. This timeline begins after approval, not on the original order date.
Will I receive tracking information?
Yes. Tracking information will be provided once your order ships so you can follow its delivery progress.
Can I make changes after final approval?
Please review every detail carefully before approving the artwork. Once the approved design moves into production, further changes may not be possible. Contact us immediately if you notice an issue.
Can I cancel or modify my order?
Contact us as soon as possible if you need to request a cancellation or modification. Eligibility depends on the order’s current stage and is subject to our Cancellation & Modification Policy.
What should I do if my order arrives damaged or incorrect?
Contact our support team with your order number and clear photos of the issue. We’ll review the information and assist you according to our Refund & Return Policy.
STILL NEED HELP?
We’re here when you need us.
Send us your question and include any relevant order details so our team can assist you.