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Ordering & Photos

How do I place a custom pet order?

Just upload 3–5 clear photos of your pet at checkout. Our artists will review them and begin handcrafting your piece. No design skills needed — if your photos clearly show your pet's face, markings, and fur texture, we can do the rest.

What types of pets can you make?

We currently specialize in dogs and cats. If you have a different pet you'd like to memorialize, reach out to us before ordering and we'll let you know if it's something we can take on.

Can I order for someone else as a gift?

Absolutely. At checkout you can add a gift message and we'll package everything with care. Just make sure you have clear photos of the recipient's pet ready to upload.

Can I order multiple products at once?

Yes — you can add multiple items to your cart. Each product requires its own photo upload, so make sure you upload the correct pet photos for each item.

Is there a deadline for holiday or birthday orders?

Our standard production and delivery window is around 4 weeks total. If you have a specific date in mind, we recommend ordering at least 5 weeks in advance to allow for any revisions and shipping variation.

What kind of photos should I upload?

Upload 3–5 photos that clearly show your pet's face, fur color, markings, and any distinctive features. A front-facing shot, a side profile, and a close-up of the eyes and nose give our artists the best reference. The more detail we can see, the more accurate the result.

My pet has passed away. Can I use old photos?

Yes, and we work with memorial orders regularly. As long as the photos are clear enough to show your pet's features and markings, we can work with them. Avoid heavily filtered, blurry, or very low-resolution images.

What if I only have a few photos?

We can work with as few as 2–3 photos if they clearly show your pet from different angles. If you're unsure whether your photos are suitable, feel free to contact us before ordering and we can advise.

Can I upload photos of more than one pet?

Each product is made for one pet. If you'd like keepsakes for multiple pets, please place separate orders.

Craftsmanship & Preview

How are your products made?

Every piece is handcrafted by our artists using your photos as reference. For plush toys, we use pure or mixed wool and hand-needle the fur texture to match your pet. For necklaces, your pet's portrait is hand-engraved onto sterling silver. For frames, wool felt is hand-sculpted into a lifelike portrait. For keychains, we hand-carve and paint vegetable-tanned leather.

What materials do you use?

Plush toys use pure or mixed wool. Necklaces are made from 925 sterling silver, skin-safe and durable for everyday wear. Portrait frames use high-quality wool felt mounted in a display frame. Keychains are hand-carved vegetable-tanned leather. All materials are chosen for quality and longevity.

How long does production take?

Handcrafting each piece takes approximately 2–3 weeks. Combined with shipping, total delivery time is around 4 weeks. This may vary slightly depending on your location and order volume during peak seasons.

Do you offer rush orders?

We don't currently offer guaranteed rush production. If you have an urgent deadline, contact us before ordering and we'll do our best to accommodate.

Can I see a preview before my order ships?

Yes. Before we ship, we'll send you a photo of the finished piece for approval. If something doesn't look right, you can request a revision at this stage.

How many revisions am I allowed?

We offer one free revision if the finished piece clearly differs from your reference photos. Revision requests need to be raised at the preview stage, before shipping.

What counts as a valid revision request?

A valid revision is when the piece noticeably differs from your pet's appearance in the reference photos — for example, wrong fur color, markings missing, or proportions clearly off. Stylistic preferences that weren't specified at the time of ordering may not qualify for a free revision.

Shipping, Refunds & Products

Do you ship internationally?

Yes, we ship worldwide. Shipping fees and estimated delivery times are calculated at checkout based on your location.

How long does shipping take?

Shipping typically takes 5–10 business days after dispatch, depending on your country. Total time from order to delivery is around 4 weeks including production.

How do I track my order?

Once your order ships, you'll receive a tracking number by email. If you haven't received it within the expected timeframe, contact us and we'll look into it.

What is your refund policy?

Because every piece is custom-made to order, we don't accept returns or offer refunds on change-of-mind purchases. However, if the finished piece significantly differs from your pet's reference photos, we'll work with you to make it right — either through a revision or, in exceptional cases, a partial or full refund.

What if my order arrives damaged?

Please contact us within 7 days of delivery with photos of the damage. We'll arrange a replacement or refund as appropriate.

What sizes are available for the plush toy?

The custom pet plush is available in three sizes: 4 inches, 6 inches, and 8 inches. Each size is available in pure wool or mixed wool. Larger sizes allow for more fur detail and are ideal as display pieces. Smaller sizes are popular as car ornaments or desk companions.

What is the difference between pure wool and mixed wool?

Pure wool uses 100% natural wool, giving a softer, more matte texture — ideal for pets with fluffy or fine coats. Mixed wool blends natural and synthetic fibres for a slightly firmer structure, working well for pets with short, dense, or multi-tonal coats.

Is the necklace suitable for everyday wear?

Yes. The pendant is made from 925 sterling silver, which is durable and skin-safe for daily wear. We recommend keeping it away from perfume, chlorine, and prolonged water exposure to maintain the finish.

Can I include a personalized message or name on the product?

For necklaces, you can request an engraving on the reverse side — such as your pet's name or a short message. For other products, personalization options may vary. Add your request in the order notes at checkout.