Frequently asked questions
Everything about personalization, photos, production, shipping, memorial keepsakes and returns. If your question isn't here, email us and a person will reply.
Personalization
- How does personalization work?
- You upload a photo of your pet and add any text you'd like — usually their name, sometimes dates or a short message. An artist works from your photo to create the portrait, then it's printed on the product you chose. On portraits and framed pieces we send a digital proof for approval first.
- What photo should I upload?
- One clear, well-lit photo taken roughly at your pet's eye level, with their face unobstructed. Daylight is better than flash. Avoid heavy filters, very dark photos, and pictures where your pet is far away or partly cut off.
- What happens if my photo isn't high quality?
- We'll work with what you have — for memorial orders especially, the photo is often the only one that exists. If the photo is too blurry or too small to produce a good result, we'll email you before printing and either ask for an alternative or explain what we can do.
- Can I order products for multiple pets?
- Yes. Place a separate line item for each pet, or tell us in the personalization notes if you'd like one product to feature more than one pet.
- Can I include more than one pet on the same product?
- Yes, on most portraits, canvases, framed art and blankets. Upload one clear photo per pet — separate photos usually produce a better result than a single group shot.
Orders, production and shipping
- How long does production take?
- Most pieces are made in 2–5 business days. Portraits, framed artwork and memorial jewelry take 5–7 business days because they are hand-finished or engraved. Each product page lists its own production time.
- How long does shipping take?
- Standard US delivery is typically 4–9 business days after production. International times vary by destination. Tracking is emailed as soon as your order ships.
- Can I change my order?
- Email us as soon as possible. If your order hasn't entered production we can usually change the photo, the spelling of a name or the size. Once a personalized piece is in production it can no longer be changed.
- Can I send a personalized gift directly to someone?
- Yes. Enter their address at checkout and add a gift note. Prices are never included in the package.
- Do you offer gift cards?
- Yes — a gift card lets the recipient choose their own keepsake and upload their own photo, which is often the safest option for a surprise.
Memorial keepsakes
- Do you offer memorial products?
- Yes. Our memorial collection includes portraits, framed artwork, canvases, blankets, ornaments and engraved keepsake pendants, each personalized with your pet's name, dates and an optional short message.
- Can memorial jewelry hold ashes?
- The keepsake pendant has an optional interior compartment of approximately 0.6 ml, which can hold a small symbolic amount such as a lock of fur or a pinch of ashes. Ashes are not included and are never sent to us — the pendant arrives empty and you fill it yourself at home using the included funnel and pin.
- What wording do people usually choose?
- Most people keep it short: a name and dates, or a line such as “Forever loved”, “Always in our hearts”, “Until we meet again” or “Loved beyond words”. Wording is entirely optional.
Care, returns and support
- How do I care for my product?
- Care instructions are listed on every product page. In short: wash apparel and blankets cold and inside out, keep printed artwork out of direct sunlight, and polish jewelry with a soft dry cloth.
- What is your return policy?
- Because each item is made to order with your pet's photo, personalized pieces can't be resold and aren't returnable for change of mind. If your order arrives damaged, misprinted or materially different from your approved proof, contact us within 30 days and we'll remake or refund it. Full details are on our returns page.