FAQ
Here are some of the most frequently asked questions from our customers. We’ve gathered them in one place to help you better understand how our custom pieces work and what to expect before ordering. If you don’t see yours here, feel free to reach out.
About Pawsonalized (Custom) Pieces
What if my pet is not a common breed?
We work with experienced artists who have created custom pieces for a wide range of pets. At this time, we can make pieces for all dog breeds, all cat coat patterns, rabbits, small rodents, and even goats. If you’re unsure or have a different pet in mind, feel free to send us a message on Instagram or by email. We’ll be happy to let you know what’s possible and answer any questions you have.
How does the customization process work?
Every custom piece starts with your selections, photos, and notes. We’ll create drafts and confirm them with you before starting the work. Once you approve the draft, your order moves into production and is usually completed within a few weeks. Timelines may vary, so please check the product page or contact us for details.
- For wool felt portraits, we’ll check in with you for any final adjustments once the piece is finished before wrapping it up and shipping.
- For others, we’ll package them once they’re finished and send them to you.
Customization Process
What do I need to provide when placing an order?
First, choose your preferred style. Then, upload clear photos of your pet.
- For leather charms, please upload at least 1 clear front photo of your pet, but we recommend 3–5 for best accuracy. If you’d like us to capture the markings on the back of your pet’s head, please include 1–2 clear photos of the back as well.
- For others, please upload at least 1 clear photo, as these pieces are created based on your pet’s photo. If you’re unsure which photo to use, you can upload up to three, and we’ll help choose the best. If the resolution is low, we may enhance it with AI, though the result may not be perfect. Please avoid strong sunlight or shadows so we can best capture your pet’s true look.
Will I receive a draft or mockup before production begins?
Yes. You can choose whether to review a draft before production. If you’d like to confirm it, we’ll usually send your draft or mockup within 2-5 days after your order is placed. Drafts are sent by email first, or by text if no email is provided. If you prefer text, please let us know when placing your order.
You’ll have up to 7 days to review and share feedback, and we are happy to make any adjustments during this window. After 7 days, if we don’t hear back, your order will move into production to stay on schedule.
What kind of draft or mockup will I receive?
Different products have different making processes, so the format may vary.
- For leather charms, you’ll receive a hand-drawn design draft to confirm the look before cutting and crafting the leather.
- For others, we’ll provide a photo-based mockup that shows how your pet will be placed within the piece, and we can adjust the pose or position before production begins.
I requested a draft or mockup confirmation, but why haven’t I received it?
Drafts and mockups are usually sent within 2-5 days after the order is placed. If you haven’t received it, please check your spam or junk folder first because emails with images sometimes get filtered out. If you still can't find it, please reach out to us by email or Instagram message so we can resend it.
Because we receive a high volume of confirmation requests, we are not able to send follow-up emails for every order, so please keep an eye on your inbox during this time.
Can I request changes after confirmation?
Changes after confirmation are not guaranteed.
- For wool felt portraits, we can usually help if the work has not yet started. Once it begins, only small detail adjustments can be made during the final review before shipping. Because of the nature of wool felt, changes can’t be made repeatedly, so please share all your requests at once during that review.
- For others, once the draft is approved, no further changes can be made. If production has not yet started, we’ll do our best to help, but once it’s in progress, modifications are not possible.
Making & Shipping
How long does it take to make my custom piece?
Each piece usually takes around 2-5 weeks to complete after the draft is confirmed. If you need it sooner, please let us know. We can sometimes prioritize your order, but since every item is handcrafted and we want to keep all orders on schedule, we can’t always guarantee rush requests.
The exact production time may vary depending on the product type and current order volume. You can check the most up-to-date estimated timeline on each product page, which we update regularly.
How long does shipping take?
Shipping usually takes around 2 weeks. During holidays or unexpected carrier delays, it may take a bit longer. We’ll share the tracking information once your order is shipped so you can follow its progress.
When will I receive my order?
On average, most customers receive their finished piece within 4-7 weeks from the time the order is placed. This includes both the confirmation (if requested), production and shipping time.
How is shipping calculated?
Orders over $100 within the U.S. qualify for complimentary shipping. For other orders, shipping costs are automatically calculated based on weight and destination at checkout.
Which countries and regions do you ship?
At the moment, we ship within the United States. We will expand to other countries and regions in the future.
After-Sales & Policies
Do you accept returns or refunds?
Because each pawsonalized (custom) piece is made just for you and your pet, we’re not able to accept returns. But we understand that you might change your mind. If you cancel during the draft stage, while we’ve started and are still working on the draft or mockup, 90% of your order can be refunded. After the draft is approved and crafting has started, 20% can still be refunded if it’s before shipping.
If your piece arrives damaged, don’t worry. Contact us within 14 days of delivery and we’ll make it right.
Privacy & Permissions
Will my custom piece be shared publicly?
We love celebrating the beautiful pieces co-created with our artist partners. If you would prefer not to have your piece shared on our social media, simply leave a note at checkout or reach out to us directly. We completely understand.
Is my pet’s photo safe? Will it be used publicly?
We respect your privacy. We will never share your pet’s photos or name without your permission. If you would prefer not to have them shared, just leave a note at checkout or let us know directly.
When we do share photos, we blur backgrounds and avoid showing any people or revealing personal information.