Size Measurement

The size is the longest length in the shape of pillow, please select the right size before ordering.

About Photo

1. We will crop the image as the style selected and remove background, please make sure your your best friends' body or head are full in the picture, ears, feet and tail are not covered by background.

2. The clarity of printing depends on the clarity of images, please upload a high resolution image if possible.

3. Not too much light or too dark, a head-on picture is great.

Note: We will contact with you by email petpillowcustom@gmail.com if the image is unavailable for processing, processing time may be delayed in this case.

Pictures that will not Turn Out Good

1. Light not average

2. Too dark

3. Too blurry

4. Light not natural

5. Body/Face not full

6. Body/Face covered by item

If you have any other demands, like including hats or some stuffs, put two dogs into one pillow and ect, please leave an order note or feel free to contact us after order placed.

Please note that the shipping time is not including processing time.

How Long Does it Take to Receive My Order?

It usually takes 3-5 business days to process the order and send it out. Once shipped, Standard Shipping usually takes 8-15 business days to arrive, Priority Shipping usually takes 5-10 business days to arrive. Shipping is currently available only to US, CA, AU, NZ address.

Estimated Delivery Time = Processing Time + Shipping Time

Please note that during the holidays our production time may vary.

Order Processing Time

All orders will be processed within 3-5 business days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur. Once a package leaves our warehouse, it is completely out of our control unfortunately. In the event you have not received your order after 4 weeks after shipped out, please email us at petpillowcustom@gmail.com.

If your tracking shows the item has been delivered and you have not received your package, please allow 1-2 additional business days for delivery. If it still has not arrived, please contact us for additional tracking information. 

Shipment Confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has been shipped containing your tracking number(s). The tracking number will be active within 48 hours. If you have not received an email confirmation, please check your Junk or Spam folder, and add Pet Pillow Custom to your Safe Senders list. If you still can not see a confirmation email, please email us at petpillowcustom@gmail.com so we can update your details, as this usually means you have not entered your email correctly.

Incorrect Shipping Addresses

If you enter a incorrect shipping address, and fail to notify us before your order is shipped, we will not be responsible for the package. Our system automatically sends out order notifications with the shipping address noted, which will give you ample time to notify us of any issues.
In the instance where your package has been sent, there are a few options.
1. Contact us with your tracking number, and we will help you ask if the shipment can be re-routed. You may need to verify your identity, and prove the package is yours. 
2. Enquire at the address where the package was delivered.
3. If the receiver marks the package as "Return to Sender", and it comes back to our warehouse, we will notify you and have it re-sent to your correct address. Additional shipping charges may apply.

Do you ship internationally?

International shipping is not available currently, only orders with United States, Canada, Australia, New Zealand shipping address are accepted, but international shipping is our top priority.

NOTE: All prices on our site are USD. Once you complete your transaction, it will charge your card in your respective currency.

Please note:

1. If your personalized product was remade, your order might be delayed. Only those items that passed the quality inspection process can be sent out, with our standards and aim to supply you a perfect gift.
2. At this time, we do not ship to APO/FPO addresses or college dorms.
3. We do not offer overnight shipping.

If you have any questions, please feel free to email us at petpillowcustom@gmail.com

FULL COVERAGE Return/Exchange Policy
The following reasons are covered by our 30 Days Return/Exchange Policy

1. The product customization information does not match or an error in customization.
2. Broken pictures, rendering or lettering
3. Wrong or mismatched size
4. Wrong or lost shipment

LIMITED COVERAGE Return/Exchange Policy
The following reasons are covered by LIMITED COVERAGE Return/Exchange Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable. A 30% customization fee based on the unit price of each of the returned product shall be deducted when processing the refund.

1. Chose the wrong custom content for the product.
2. Personal Reasons due to personal taste, changed mind etc.

No Return & Exchange
The following reasons are NOT COVERED by our Return/Exchange Policy. We are not liable for these issues.

1. Product damage caused by exposure to corrosive substances or chemicals.
2. Product damaged by misuse, mishandling, or poor maintenance.
3. Items that have been soiled and damaged resulting from customer's handling.
4. Not the product itself, but only the other items or gifts included with the order.
5. Products that exceed the return processing time limit (60 days after the order is signed).
6. Coupon code or gift card.
7. The product model or serial number recorded in the shopping order applied for return or exchange does not match the product sent back.
8. Partial returns or exchange of products from a set item is not acceptable.

Precautions for Return and Exchange

1. Items that are being returned should be new and unworn. They should be kept in its original condition in which you received them in.
2. Coupon codes expires after use and cannot be restored after return.

Refund Procedure

1. After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
2. We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
3. Explanation of refund time: Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.

Cancellation Policy: Cancellation or replacement of unshipped products

1. Non-customized products can be canceled or replaced when they are not shipped, without any charge.
2. For personalized products, if you need to cancel or replace the product or replace the personalized content, you will have to pay 30% of the product price as the customization fee.
3. Special Note: Even if you contact us immediately after placing the order to cancel/modify the order, we will charge the corresponding production fee because the customized product will be produced immediately once the order is placed in order to ensure a timely production and delivery. Thanks for you understanding.

Contact us: petpillowcustom@gmail.com