Personalized orders
How do I send my pet's photo?
Enter your pet's name(s) when you order. Your order confirmation email asks for a clear photo of your pet; just reply to that email with the photo (one per pet) and we'll take it from there.
What kind of photo works best?
A clear, well-lit photo where your pet's face is in focus and not cropped. Natural daylight works best. Avoid heavy filters, blur, or dark rooms.
Will I see my design before it's made?
Yes. For custom portraits we email you a proof within 1–2 business days of receiving your photo, and nothing is printed until you approve it. For memorial items we confirm the personalization details with you by email before production.
Can I include more than one pet?
Some designs can include more than one pet. Check the individual product page, enter all pet names and send one clear photo per pet. Contact us before ordering if your preferred design does not list a multi-pet option.
Shipping
When will my order arrive?
Personalized items are made to order. We email you a proof within 1–2 business days of receiving your photo; once you approve it, your item is made in 3 to 4 business days, and US delivery typically takes 3 to 5 business days after that — so most US orders arrive within 7 to 11 business days of ordering. Ready-made items like heated beds and toys ship from US warehouses. Shipping options and costs are shown at checkout.
Is shipping free?
Custom portrait orders of $65 or more ship free within the US. Shipping for other items is calculated by the maker and shown at checkout.
What is the holiday ordering deadline?
Order personalized items by December 4 for the best chance of Christmas delivery within the US. Ready-made items can be ordered later; check the delivery estimate at checkout.
Why did my items arrive separately?
Our products ship from different makers and warehouses, so an order with several items may arrive in more than one package. You'll get tracking for each one.
Do you ship internationally?
We currently ship within the United States.
Returns and problems
Can I return a personalized item?
Because personalized items are made just for you, they can't be returned for change of mind. If one arrives damaged, defective, or different from the proof you approved, contact us within 14 days with a photo and we'll re-make or refund it.
Can I return a non-personalized item?
Yes, unused items in their original packaging can be returned within 30 days of delivery. See our Refund Policy for details.
Something went wrong with my order. What should I do?
Contact us with your order number and a photo if anything is damaged. We'll get back to you within 1 business day.
Products
Are the heated pet beds safe?
Check the individual product page for the maker, heating method, intended use and any listed safety certifications. Self-warming mats and electric heating pads work differently. Follow the manufacturer's instructions and inspect electrical products regularly.
Are your toys suitable for strong chewers?
The KONG Extreme and West Paw's tough-chewer toys (Tux, Qwizl, Jive, Rumpus, Hurley) are made for power chewers. As with any toy, supervise play and replace toys that become damaged.
Already ordered? Send us your pet’s photo — step by step.