What to include in your email
- A change to an order you placed: your order number from the confirmation email and the change you need, such as swapping the photo, changing a size, fixing the address or cancelling.
- Something arrived damaged, defective or wrong: your order number, one photo of the whole item and one close-up of the problem. Say whether you would like a remake or a refund; the choice is yours.
- A question before you order: the product and design you are looking at, and what you want to know. For clothing, add the measurements you are comparing with the size chart; for a photo, attach the original file.
- Deleting your dog’s photo: the email address you ordered with and your order number, and we will delete the photo.
Questions before you order
Not sure a photo will work? Attach the original file and name the product you have in mind: pajamas, socks, a mug, a blanket, an ornament or a portrait. A photo with enough detail for a small face on socks can still be too small for one face enlarged across a blanket, so the product changes the answer.
The same goes for more than one dog: say how many dogs you want on the design and send one photo of each. Each product page lists its size, material, options and price, so name the page you are looking at and we can answer for that product.
Deadlines to know before you contact MyDogPics
Three time limits decide what can still be done, so it helps to have them in mind when you write. They are the same for every product, from pajamas to portraits.
- 12 hours after ordering. Changes and cancellations are possible within 12 hours of placing the order, as long as it has not gone to print. Once printing has started, the order can no longer be changed.
- 30 days after delivery. Tell us within 30 days of delivery if an item arrives misprinted, damaged, wrong or different from what you ordered; you then pick a remake or a refund. Refunds return to the original payment method.
- 12 months after the order. Uploaded photos are kept for 12 months and then deleted; ask sooner and yours is deleted sooner.
Whatever the question, a reply comes within 24 hours. If a reply seems to be missing, check your spam folder before writing again.
Answers you can read right now
- How it works: the six steps from picking a product to the parcel reaching your door.
- Photo guide: which photos print well on small products such as socks and on large ones such as blankets.
- Shipping: free US shipping on every order, plus current production and delivery times.
- Returns, remakes and refunds: what is covered and how to claim.
- FAQ: sizes, materials, multi-dog designs and payment.
- Privacy policy: how photos and personal details are handled.
Press, partnerships and other questions
Write to the same address, support@mydogpics.com, and name the topic in the subject line so the email is easy to spot. If you are just getting started, about MyDogPics explains what we make and how we work.
Just browsing for now? Every product starts with one clear photo of your dog.