FAQ

From your favourite photo to a keepsake you can wear. Here are the answers to common questions about custom pet portraits.

How it works

Choose your product, colour, size and personal details.
Upload a clear pet photo, or select Send photos later where available.
Review your design proof before embroidery.
Your personalised piece is made and shipped to you.

Can I use a photo from my phone?

Yes. Choose a clear, well-lit photo with your pet’s face visible. Avoid screenshots, heavy filters and blurry images where possible.

Can I include more than one pet?

Choose the pet count shown on your product. For four or more pets, contact us before ordering so we can discuss your design.

Can I change the portrait placement or text?

Choose the options available on the product. Contact us before production begins if you need to change details on an existing order.

Can I send my photos after ordering?

Yes, where the Send photos later option is available. Email the photos with your order number.

How long does it take?

Design takes 1–3 business days. Embroidery is about 7 days once the proof is approved. Estimated delivery is 5–10 business days in Canada and the US, and 6–12 business days worldwide. See the shipping page for full timing and seasonal updates.

Can I return a personalised item?

Personalised items cannot be returned for a change of mind. If an item is faulty, damaged, incorrect or does not match the approved proof, contact us. See our returns policy.

How do I choose the right size?

Compare the product’s measurements with a garment you already like. Check the size guide before ordering.