1. What makes a good photo?
To ensure the best quality for your product, follow these tips for submitting a photo:
- Lighting: Make sure the photo is well-lit to capture the details of your loved one’s face, but avoid overexposure. Too much light can make the face hard to see.
- Head-on shot: A front-facing photo is preferred. Ensure the full face, including ears and forehead, is visible. If only part of the face is shown, that’s what will appear on your product!
- Clarity: Avoid blurry images. The clearer the photo, the better the result. Remember, the image will be resized, so small details may not be as visible in the final product.
2. Can I preview how my product will look?
At this time, we do not offer a preview before ordering. Our designers handle the cropping and setup of your image. If there’s an issue, we will contact you by email to request a new photo.
3. Do you crop the photos for me?
Yes, we crop the photo for you! Just send us a high-quality, head-on shot, and we’ll take care of removing the background to focus on the face.
If your pet or person is wearing accessories like a hat or collar and you’d like to keep or remove them, be sure to include those details in the order notes.
4. I have a different photo-related question.
If you need help with your photo, please scroll down and fill out our Contact Form. Include as much detail as possible, including your order number if you’ve already placed an order, and we’ll get back to you.
Order and Payment FAQs
1. What is your change/cancellation policy?
We’re happy to help with changes or cancellations before your order enters production. Just fill out the Contact Form with your order number, email, and requested changes.
For made-to-order items, once production has started, cancellations or changes may incur a 30% customization fee due to the item being made specifically for you.
2. What if my order cannot be delivered because the address is invalid?
Please double-check that your shipping address is correct when placing your order. We need complete details, including name, phone number, email, street address, apartment or company, city, postal code, and country.
Before shipping, we will verify your address. If we find any issues, we’ll contact you for confirmation or correction. If we don’t hear from you within 5 business days, your order will be canceled. If canceled, we will refund the remaining amount, minus a 30% customization fee for personalized items.
3. What payment options do you accept?
We accept all major credit cards (Mastercard, VISA, American Express, Union Pay, Discover, Diners, JCB, Carte Bancaire), PayPal, Apple Pay, and Google Pay for your convenience.
4. I have a different ordering/payment question.
If you didn’t find the answer here, please fill out our Contact Form. Include your order number if you’ve placed one, and we’ll assist you as quickly as possible.
Product FAQs
1. Will the ink crack or fade over time?
We use sublimation printing, a process that ensures the ink becomes part of the fabric. This means there’s no ink on the surface to crack, and your custom design will last without fading.
2. I have a different question about your products.
If we didn’t address your query, feel free to contact us through the Contact Form. Provide your order number (if applicable) and details about your question, and we’ll get back to you shortly.
Shipping & Delivery FAQs
1. How long does it take to receive my product?
Our production time is typically 4-6 business days. Once your order is ready, shipping within the continental US takes about 6-9 business days via USPS. International shipping times may vary based on the destination.
2. Can I change the destination country on my order?
Once an order is placed, we cannot change the shipping destination from domestic to international or vice versa.
3. How much is shipping?
- Free standard shipping on orders over $69.
- Free express shipping on orders over $149 (excluding some remote areas).
For certain outlying regions, expedited shipping may be selected. For more details, refer to our Shipping & Delivery.
4. Do you ship internationally?
Yes, we ship internationally! Our production time remains the same, and shipping costs depend on the destination. Depending on your country, customs duties or taxes may apply in addition to shipping costs.