Frequently asked questions
What kind of photo works best?
Upload a clear, well-lit, high-resolution photo showing your pet’s face, eyes, ears, and important markings. Avoid screenshots, heavy filters, motion blur, strong shadows, and cropped features. Additional angles may help with sculpted or three-dimensional products.
Do you only create products for cats and dogs?
No. We also welcome rabbits, hamsters, guinea pigs, birds, reptiles, and other animal companions. For unusual pets, additional photos and notes about their important features may be helpful. Available customization depends on the product.
Will I see a preview before production?
The first preview is usually sent within 1–2 business days, while a small number of products may require 2–3 business days. Please follow the timeline shown on the individual product page.
You may request revisions before approval. Please reply within 48 hours of receiving the preview; otherwise, it will be considered automatically approved and production may begin.
What is the return and cancellation policy for custom products?
Before preview approval, you may cancel for a full refund with no cancellation fee.
After preview approval, or automatic approval after 48 hours, cancellations requested before shipment are subject to a 25% production fee.
After shipment, custom products that match the approved preview are generally not eligible for return or refund due to a change of mind or personal preference.
Please review our Return & Refund Policy for complete terms.
What if I am not satisfied when my order arrives?
If your item arrives damaged, defective, incorrect, or significantly different from the approved preview, contact us within 48 hours of delivery. Include your order number and clear photos of the product and packaging.
After reviewing the issue, we may offer a replacement, remake, partial refund, or full refund as appropriate. Minor handmade variations, small color differences, and issues caused by an approved low-quality photo are not normally considered defects. See our Return & Refund Policy for details.