📦Order & Production

Q: How long does it take to make my custom pet order?
A: All our custom‑made pet keepsakes require a production time of 1‑2 weeks. We will ship your order once production is finished, and you will receive a tracking number after dispatch.

Q: Can I edit or change my custom design after I place my order?
A: Please contact our support team immediately if you need revisions. Once production has started, we are unable to modify your design.

Q: What kind of photos work best for my custom pet item?
A: Clear, well‑lit photos of your pet are highly recommended. Please avoid blurry, dark, heavily filtered or low‑resolution pictures for the best result.

Q: Can I add custom text (names, dates, phone numbers) to my custom piece?
A: Yes, you can add custom text in the order customization box when you check out.

🚚 Shipping & Delivery

Q: Where do you ship to?

A: We offer free shipping to the contiguous United States (48 states). We do not ship to Alaska and Hawaii.

Q: Do you ship internationally?
A: Currently we only ship within the United States.

Q: When will I get my tracking number?
A: You will receive your tracking number by email once your order has been shipped out.

🛡️ Returns & Refunds

Q: What is your return policy for custom pet products?
A: All personalized custom items are made‑to‑order, so they are non‑returnable and non‑refundable. If you receive a defective or damaged product, please contact our customer service within 7 days of delivery with clear photos for a solution.

Q: My item arrived damaged. What should I do?
A: Take clear photos of the damaged package and product, then reach out to our support team right away. We will assist you accordingly.

Q: Can I cancel my custom order?
A: You can cancel your order only before production begins. Once production starts, cancellation is not available.

Q: Can I request a special pose for my custom pet keepsake?
A: You may leave pose requests in the custom instruction box at checkout. We will try our best to fulfill reasonable requests.

Q: Will my custom item look exactly like my pet in the photo?
A: We create hand‑crafted keepsakes based on your photos. Minor artistic differences may exist due to hand‑made nature.