Contact us
Questions about your order, photo guidelines, or just want to say hi? We usually reply within 1–2 business days.
Frequently asked questions
Design Phase: 4 business days to create your digital preview.
Approval & Adjustments: We allow up to 2 business days for your feedback.
Embroidery: Up to 4 business days to stitch your piece carefully.
Shipping: Once finished, domestic shipping typically takes 2-5 business days.
Total estimated time: Expect your order to arrive within 2 to 3 weeks from the purchase date.
Yes, you can request a cancellation within 2 days (48 hours) of purchase. Since each piece is a custom portrait of your pet, once the design process has begun after this window, we can no longer offer a full cancellation.
Because of the personalized nature of our hand-embroidered pet portraits, we do not accept returns, exchanges, or refunds once the design has been approved or the item has been delivered. Each piece is uniquely crafted for you and cannot be resold. However, if your item arrives damaged or there is a mistake on our end, please contact us immediately, and we will make it right!
For the best results, please send a high-resolution photo taken in natural light. Eye-level shots where your pet’s unique features and fur colors are clearly visible work best. If you aren't sure about a photo, feel free to send it over, and we can check it for you!
Absolutely! We will send you a digital preview via Etsy Messages within 4 business days. We want to make sure you are 100% happy with the representation of your furry friend before we start stitching.