How do I personalize my order?
Each product page shows the personalization options available for that item — things like your pet's name, your child's role (e.g., Big Sister or Big Brother), or a special date. Just fill in the fields before adding to cart. See our How Personalization Works page for a full walkthrough.

Can I add more than one pet's name to an item?
Some listings support multiple pet names; check the product page for that option. If you don't see it and would like a multi-pet version, reach out and we'll let you know if it's possible.

What if I misspell a name or detail at checkout?
We reproduce exactly what you enter at checkout, so please double-check spelling before completing your order. If you catch a mistake right away, contact us immediately — we may be able to fix it before production starts, though we can't guarantee it once an order is in progress.

Will I see a proof or mockup before my item is made?
Because our items go into production shortly after ordering, we don't send an individual proof for every order. That's why double-checking your personalization details at checkout is important — what you enter is what gets produced.

How do I know which size to order?
Each product page includes a size chart specific to that item, since sizing can vary between product types (adult apparel, kids/toddler, baby). We recommend checking the chart before ordering, especially for gifts.

How long until my order ships?
Please allow 5–7 business days for your item to be made before it ships. Full details, including estimated transit times, are on our Shipping Policy page.

How do I track my order?
You'll get a shipping confirmation email with tracking information as soon as your order ships. If you don't see it, check your spam or promotions folder, or reach out and we'll look it up for you.

Do you ship internationally?
Shipping availability and estimated delivery windows are shown at checkout based on your address. International orders generally take longer than domestic ones due to customs processing.

I ordered more than one item — will they arrive together?
Not always. Since items can be produced at different facilities, orders with multiple products may ship separately and arrive in different packages, each with its own tracking. You won't be charged extra for this.

My order hasn't arrived yet — what should I do?
First, check your tracking link for the latest status. If it hasn't moved in a while or your order seems lost, reach out to us and we'll help track it down.

Do you accept returns or exchanges?
Because every item is custom made for you, we're not able to accept returns or exchanges for reasons like sizing, change of mind, or ordering the wrong option.

What if my item arrives damaged or wrong?
We'll make it right. If your item arrives damaged or if we made an error (wrong product, wrong size, or personalization that doesn't match your order), contact us within 14 days with your order number and photos, and we'll send a replacement or issue a refund. Full details are on our Refund Policy page.

Are personalization mistakes I made at checkout covered by a refund?
Since we produce exactly what's entered at checkout, spelling or detail errors submitted by the customer aren't covered under our refund policy. That's why we recommend triple-checking personalization fields before ordering.

Can I change or cancel my order after I've placed it?
We're unable to modify or cancel an order once it's submitted for production. If you need to make a change, contact us right away — we'll do our best to catch it before production begins, but we can't guarantee it.

How are your products made?
Our products are made to order through our production partners as you order them, rather than kept in stock. This lets us offer real personalization on each piece, though it also means production takes a little longer than off-the-shelf items.

I have a question that's not answered here — what do I do?
Reach out anytime — we're happy to help.