FAQs
Need some help? We got you!
Order
How do I place a custom order?
Simply select the product you want, upload or email your pet’s photo, and complete checkout.
We’ll create a draft for your approval before production begins.
What kind of photo works best?
For best results, please provide:
- A front-facing photo
- Clear facial expression
- High-resolution image
- Good lighting (natural light preferred)
Avoid blurry, shadowed, or heavily filtered photos.
Can I review the design before it’s printed?
Yes! We send a draft preview for your approval.
You can request adjustments before we proceed.
How long does production take?
Production typically takes 3–7 business days, depending on the product type and order volume.
Can you draw multiple pets in one design?
Yes! Please choose a product option that allows multiple pets and send clear photos
of each pet.
Can you draw any animal?
Yes — while we specialise in dogs and cats, we can illustrate any pet including rabbits, birds, and more.
How do I know if the order was successful?
All successful order transactions will receive an order confirmation email after placing the order. You may check them at member center or email. Alternatively, you can contact us to review your order.
Why do my credit card payment continuously fail?
Please ensure the mailing and billing address is the same. If keep failing with credit card payment, please try to proceed with PayPal payment.
Can I buy an item and ship it to someone as a gift?
Yes, you can, as long as you have provided the correct recipient details. Hence, we will process your order according to the receiver’s detail.
However, we do not offer any special gift wrapping or wish cards. We are using standard packaging for all orders.
Shipping
How long is shipping?
Estimated delivery times:
- United
States & Canada: 15–30 days - Asia: 10–20 days
Shipping times may vary during holiday peaks or due to courier delays.
Do items ship together?
In some cases, items in the same order may ship separately to ensure faster delivery.
This is normal and does not affect your total shipping cost.
Can I change my shipping address after ordering?
Yes — if you contact us within 24 hours of placing your order.
After production begins, we may not be able to change the address.
Do you ship internationally?
We support shipping in Southern and Northern American countries and Asian countries at the moment.
Do you provide urgent delivery?
Many apologies, we do not provide urgent delivery even though you are willing to pay more.
It will take at least 15 working days for us to process and deliver your order. To avoid disappointment, we strongly recommend that you place your order with us at least 15 days in advance.
Returns & Refund
Do you accept returns or cancellations?
Because our products are custom-made, we generally don’t accept returns or cancellations once production has started.
However, if your item arrives damaged or incorrect, we will replace it at no cost.
Contact us immediately with photos so we can assist.
I received a defective/ wrong item, what should I do?
If you found a defective item, please contact us.
Please provide your order number, item name, and clear images of damage, defects or malfunctions.
Others
Why I haven't received the reply from customer service?
We typically respond within 2 business days, excluding weekends and public holidays. Our business hours are weekdays from 9:00 AM to 6:00 PM.
If you haven't received our reply, it may have been categorized as spam or blocked by your settings.
How do I talk with customer by phone?
Unfortunately, we do not offer this service. Please contact us via email or message.