Frequently Asked Questions

Select your item, choose any options (size/color/style), upload your photo if needed, and complete checkout.

If your order hasn’t entered production or shipped yet, we’ll do our best to help. Please contact us as soon as possible with your order number and the change you need.

Contact us immediately. If the order hasn’t shipped, we can usually update the address. If it’s already shipped, changes may not be possible.

We accept the secure payment methods shown at checkout.

Any product that includes photo upload, engraving, or custom design details is considered personalized and made specifically for you.

For the clearest results:

• Use a high-resolution image (not a screenshot)
• Choose a photo with good lighting and a sharp face
• Avoid heavy filters, dark shadows, or motion blur
• If possible, pick a photo where your pet is centered and in focus

We may crop or adjust framing slightly to fit the design area and ensure the best result. If you have a specific preference (for example, “include the full ears”), leave a note at checkout or message us after ordering.

Some items may not include previews by default. If you need confirmation on a specific detail, contact us right after purchase and we’ll let you know what’s possible for that product.

Production time depends on whether the item is personalized. Personalized items take additional time because they’re made specifically for you.

For the most accurate estimates, please see our Shipping Policy.

Shipping time depends on your location and carrier conditions. Once your order ships, you’ll receive tracking details.

If international shipping is available for your destination, you’ll see it at checkout. If you don’t see your country listed, contact us and we’ll tell you what options exist.

Shipping costs (if any) are shown at checkout and detailed in our Shipping Policy.

Yes — once your order ships, you’ll receive a confirmation email with tracking information.

Yes. Tracking can take 24–72 hours to update after the carrier receives the package, especially during peak seasons.

We recommend:

• Check around your delivery area (porch, mailbox, front desk, neighbors)
• Confirm the shipping address on your order
• Contact the carrier directly

Then contact us with your order number — we’ll help however we can.

Because many of our items are made-to-order and/or personalized, personalized items are typically not returnable unless there’s a defect or damage. Non-personalized items may be eligible for return within the policy window.

For full details, please see our Refund Policy.

We’re truly sorry — we’ll make it right. Please contact us and include:

• Your order number
• Photos of the item and packaging
• A short description of the issue

Depending on the situation, we may offer a replacement, refund, or another resolution in line with our policy.

If your case qualifies for a refund, timing depends on your payment provider. Most refunds are processed back to the original payment method after approval.

• Avoid water exposure (showering, swimming, hot tubs)
• Avoid lotions/perfume directly on jewelry
• Store in a dry place when not in use
• Wipe gently with a soft cloth

Common ways:

• Hold the pendant close to your phone camera and look through the screen
• Shine a phone flashlight through/behind the pendant toward a wall (best in a dim room)
• Look directly into the lens under a bright light source

If you want help for your specific item, message us and we’ll guide you.