FREQUENTLY ASKED QUESTIONS
- 1. What makes a good photo?
1.Make sure your photo has good lighting – enough to see the details of your loved one’s face, but not so much that their face is too bright to see. Darker photos make it hard for our designers to capture the details!
2.A head-on shot is preferred. Make sure that you get the full face in the photo, including the ears and forehead. If we can only see half of the face or the photo is taken from the side, only half of the face will be on your product!
3.Avoid blurry photos – the higher the clarity of the photo, the better. Remember that the photo will be shrunk down, so some subtle features may not be seen as clearly in the final product.
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Can I preview how my product will look?
Unfortunately, we can’t provide a proof before ordering because our designers have to personally set up your image and crop out your loved one’s face, but rest assured that if there are any issues, we’ll send you an email for a new image.
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Do you crop the photos for me?
We crop the photo for you! Just send us a high-quality, head-on photo of your loved one and we’ll crop out the background details so only the face is featured on your product!
If your pet or person has an accessory, hat, or collar that you would like to keep (or get rid of), please specify these details in the order notes.
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I have a different photo question.
If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.
- 2. Order and Payment frequently asked questions.
What is your change/cancellation policy?
We will be happy to help you change your color, size, picture, or cancel/refund the order - just fill in the Contact Form below as soon as possible with your order number, email address, and your desired changes. Changes/cancellations to orders will only be accepted before an order is put into production.
For Made-to-Order Personalized Products, we may not be able to cancel or change your order once your items have been put into production. This would mean that the designing and shaping has started. To cancel or change it, would mean a charge of 30% customization fee per item, because the item is made to order and can no longer be sold as new.
If you need to change your shipping address, we can help right up until the order is shipped. Please send us a message below with the current shipping address on file and the address that you would like to change it to.
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What If the order cannot be reached due to the delivery address you put is invalid?
When you make the order please make sure your shipping address is specified in detail, including name, phone number, email, country/region, province, city, street, apartment/company, and postal code. Before your parcel shipped out, the logistics provider will verify the accuracy of your shipping address and make sure the address is in delivery range. If there is a problem with your address we will contact you immediately for confirmation or correction, and if we don't receive a response in a certain time range(5 business days from the first email sent), the order will be automatically canceled. For customized and personalized products, once the design and production are completed, the product cannot be sold as a new item again. This means that a customization fee of 30% will be charged for each item. If the order is canceled, we will refund the remaining amount to you.
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What payment options are available?
We accept all major credit cards, including Mastercard, VISA, American Express, Union Pay, Discover, Diners, JCB, and Carte Bancaire, as well as PayPal. Additionally, we also support Apple Pay and Google Pay for your convenience.
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I have a different ordering/payment question
If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.
- 3. Questions about products.
Will the ink crack or fade over time?
We use a process called sublimation. Our apparel is defined as “no feel.” This means you cannot feel any ink or cracking on your custom products since the product itself is dyed.
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I have a different question about your products.
If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.
- 4. Questions about shipping & delivery.
How long does it take to receive my product?
Typically, it takes about 4-6 business days for personalized products to be produced and then the order will be prepared for packaging & shipping. Once shipped, USPS will deliver continental US orders in 6-9 business days. International shipping times vary based on the destination.
Please note that during the holidays our production time may vary.
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Can I change the destination country on my order?
After placing your order, you may not change your shipping from domestic to international and vice versa.
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How much is shipping?
Free Shipping over $69.00 Worldwide. Free Express Shipping over $149.00 Worldwide. (Except for some remote areas) For certain outlying regions, we will select an available expedited shipping option for delivery. Please see the details at our delivery policy page.
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Do you ship internationally?
We happily fulfill international orders! Our production time will be the same and shipping costs vary depending on where the order is going. Depending on your home country a customs tax may be applied in addition to your shipping cost.