Custom Dog Gifts FAQ: Photos and Printing
What photo should I upload?
One clear, well-lit photo with your dog's whole head in frame and the face in focus. Phone photos are fine — send the original file at full size rather than a screenshot. See the photo guide for examples.
Do I get to see a preview before it is printed?
No. We print from the photo you upload, which is what keeps the turnaround short. We do check every photo before printing: if it is too small, too dark or too blurry to print well, we email you and ask for a different photo before anything goes to production.
Can I change or cancel my order?
Email [email protected] within 12 hours of ordering and we will change or cancel it if the order has not gone to print yet. After it goes to print we cannot stop it, because the item is made only for you.
How long does it take to arrive?
2-3 business days to make your item, then 3-5 business days in transit inside the US. You get USPS tracking when it ships.
How much is shipping?
$5.99 flat rate inside the US, free on orders of $79 or more. We do not ship outside the US right now.
What if something is wrong with my order?
Email [email protected] within 30 days of delivery with a photo of the problem. Print defects, transit damage and wrong items are remade or refunded, your choice. See returns, remakes and refunds.
Can I put more than one dog on a product?
On products that have a multi-dog option, yes — upload one clear photo per dog.
What happens to my photo after the order?
We use it to make your product and to help with a reorder or a remake. We keep it for 12 months and then delete it, and we delete it sooner if you email us and ask. We never sell it or use it in ads without asking you first. See the privacy policy.
Ordering
Do I need an account to order?
No. You can check out as a guest. An account is useful if you plan to order again, because your orders and addresses are saved.
How do I know my order went through?
You get a confirmation email within a few minutes, with an order number in the format #1234. If it has not arrived, check your spam folder, then email us.
Can I order more than one dog on separate products?
Yes. Add each product to the cart and upload the photo for that product. Shipping is charged once per order, not per item.
Can I order the same design again later?
Yes. Upload the same photo again, or email us your old order number within 12 months and we will reuse the file we already have.
Shipping and delivery
Where do you ship?
Inside the United States only, with USPS.
Can I change my shipping address after ordering?
While the order is still in production, yes — email us with the correct address. Once it has shipped the address cannot be changed.
Will it arrive before Christmas / a birthday?
Allow 5-8 business days in total (2-3 to make it, 3-5 in transit) and order earlier than that when a date matters. We cannot guarantee a delivery date.
My tracking has not updated. What now?
Tracking can sit still for up to 24 hours after you get it, and sometimes longer in busy periods. If there has been no movement for 7 business days, email us and we will remake or refund the order.
Returns and problems
Can I return an item I just don’t like?
No — personalized items are made for one customer and cannot be resold. Defects, damage and wrong items are always remade or refunded within 30 days of delivery.
The print looks different from my screen. Is that a defect?
Small color differences between a screen and a printed surface are normal and are not defects. If the print does not match the file you sent — smudges, cut-off artwork, clearly wrong colors — send us a photo and we will remake it.
Who pays for a remake?
We do, including the shipping, when the problem is on our side.
Your photo and your data
Will you use my dog’s photo in your marketing?
Not without asking you first and getting your answer in writing.
How do I get my photo deleted?
Email [email protected] with your order number. We delete it and confirm. Otherwise it is deleted automatically 12 months after your order.
Is my payment information safe?
Card details are entered on our payment provider’s systems, not ours. We only ever see the confirmation and the last four digits.
Still stuck? Email [email protected], 9:00 AM – 5:00 PM PT, reply within 24 hours. See also how it works, the photo guide, shipping and returns.