FAQs

Your Questions Answered – Everything You Need to Know About PetsCustom’s Personalized Pet Gifts.
From custom pet-portrait hoodies to embroidered apparel and accessories, learn more about our high-quality products, customization options, and how we bring your furry friends to life through personalized designs.

Order

How to place an order?

First, choose the products you like and customize them (such as choosing font style and thread color if adding text, and uploading pet photos). Then, enter shipping details, choose a payment method, and complete the order.

How do I add more than one pet to an item?

You can easily add additional pets to your item by selecting the "Add an additional pet to an embroidery order" listing. Each extra pet incurs an additional fee of $20 or $30 depending on the style of illustration you have chosen. After selecting the quantity, proceed to upload your pet photos as usual.

Can I upload multiple photos with my order?

Yes, you can upload multiple photos and we will chose the best one.

Can you change the font on my order?

Your font will look exactly like the product photo.

How do I use my discount code?

If the discount code isn't applied automatically, there should be a "Discount code" box at checkout for you to manually type in the code.

Product

Is my photo good enough to use?

If You Followed Our Photo Guidelines, Then Yes Your Photo Is Very Likely Good Enough To Use.

  • Make Sure The Photo Is Taken In Good Lighting (Outdoor Daylight Is Best).
  • Try To Take The Photo At Eye Level With Your Pet.
  • They Don't Need To Be Looking At The Camera.
  • Try To Get A Close Up So We Can See Your Pet's Unique Features.
  • Make Sure The Photo Is Not Blurry And High Resolution (1.5 Mb +).
    Make Sure No Features (E.G. Ears!) Are Out Of Frame - We Can't Add Them If They Aren't In The Original Photo.
  • Ensure That The Fur Color In The Photo Is Not Affected By Bad Lighting. If The Fur In The Photo Is Not Accurate To Real Life, The Fur In The Design Won't Be Either.

To Ensure The Quality Of Your Product, Please Submit Original Photos, Don't Use Screenshots - Cropped Out Photos, Etc (Just Use These In Case You Have No Other Options).

How does it work?

1.Upload Your Pet's Photo: Choose a clear, high - resolution image for the best results. Please upload one photo per pet.
2.Review and Revise: We offer unlimited revisions to ensure you're completely satisfied with the portrait.
3.Approve your illustrations: Once you're happy with the design, approve your order and await your personalised item!
4.Fast Delivery: Your custom pet portrait embroidered item will be delivered to your doorstep after just 3/4 weeks.

Will I receive a mockup of my order before you embroidered it?

Yes, you will receive a mockup prior to production. Feel free to request any edits you wish!

Which size should I choose?

Here are the size charts for common items on our website. Please refer to them when selecting your size.

Service

Why didn't I receive a confirmation email?

It's normal that sometimes our emails will go into customers' spam mailboxes. You can check your spam mailbox first.

Do you Accept Returns & Exchanges?

We send mockups prior to producing your order to make sure you are absolutely thrilled with your custom pet swag. If you do not like the mock - up, we are happy to modify it or cancel the order at that stage for a full refund. Unfortunately due to the custom nature of the product once it goes into production we cannot offer refunds or exchanges unless the item arrived damaged or never arrived. Thank you for understanding.

What do I do if there's an issue with my order?

If you encounter any problems with your order, please reach out to our customer service team at thepetscustom@gmail.com. Be sure to include your order number and relevant photos detailing the issue, and we'll swiftly assist you.