Frequently Asked Questions

Choose your product and use the options on the product page to upload photos, enter names or other details, and make your selections before checkout.

We’ll review the materials you submit and contact you by email if anything is unclear or unsuitable. Some products include or offer a digital proof, while others move directly into production. The product page will tell you which process applies.

Clear, well-lit original photos work best. Keep your pet’s key features easy to see and avoid heavy filters, blur, or important details being covered.

Some products may have specific photo requirements, so please follow the instructions on the product page when provided. You can also visit our Photo Guide for more tips.

Selected products support multiple pets. The number of pets available, any additional cost, and the required uploads will be shown on the product page.

If a multi-pet option isn’t shown, that product may not support it.

It depends on the product. Some products include a digital proof, some offer one as an optional add-on, and others are marked No Proof. Please check the product page before ordering.

When a proof applies, the first proof is normally emailed within 3–7 business days. Included revision rounds vary by product and are shown on the product page.

For full proof and revision details, visit our Help Center.

Please contact us as soon as possible.

For products with a proof, eligible changes can be requested before the proof is approved, subject to the revision terms shown on the product page. Major changes may be treated as a redesign and may require an additional fee.

For No Proof products, changes or cancellations must be requested within 2 hours of purchase. After that, we cannot guarantee that a change or cancellation can be made.

Timing varies by product.

For products with a proof, the first proof is normally sent within 3–7 business days. After approval, most personalized products ship within 5–10 business days.

Handmade custom items may require up to 15 business days after approval. Products without a proof follow the production timing shown on the product page.

After your order ships, estimated delivery is approximately 5–10 days for the United States and Canada.

These are estimates rather than guaranteed delivery dates. Customs checks, carrier delays, holidays, severe weather, and other circumstances outside our control may affect delivery times.

Because personalized products are made specifically for you, they cannot be returned, exchanged, or refunded because of a change of mind.

If we made a production or personalization error, the item materially differs from an approved proof, arrives damaged, is incorrect, or has a qualifying defect, we’ll review the issue and provide an appropriate remedy.

Please see our Returns, Remakes & Refunds policy for full details.