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.

•  Free Shipping on Orders Amount Over $79. (Not Including Shipping)
•  During The Busy Season (11.25-12.20), Our Processing Time will take 5-10 Business Days.

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. 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. (Except The Busy Season)

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.

Destination Shipping Carrier: 
USPS(US): https://www.usps.com
GOFO EXPRESS(US): https://www.gofoexpress.com/
SpeedX(US): https://speedx.io/
UniUni(US): https://www.uniuni.com/
CIRRO(US): https://www.cirrotrack.com/
Aramex(AU/NZ): https://www.aramex.com.au/, https://www.aramex.co.nz/
AU Post(AU): https://auspost.com.au/
iMile(AU):  https://www.imile.com/
eMile(CA): https://www.emileps.com/
DragonFLy(CA): https://dragonflyinternational.com/en/

If you can't track the package thru the link we sent, you can contact us for more information.

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

By placing an order, you confirm that you have read, understood and accepted this following policy:

Cancellation Policy:
If you need to cancel your order, please contact us within 12 hours. Once your order has been processed and/or shipped, it can't be canceled.

30-Day Returns, Exchange & Refund Policy:
Our policy lasts 30 days, if your order is past this window, unfortunately we can’t offer you a refund or exchange.
1. for the situation is eligible for Full Coverage Return/Exchange Policy, you can choose to return or exchange the item within 30 days of receiving your order. We will offer a full refund on your order, or choose to exchange items.
2. for the situation is not eligible for Full Coverage Return/Exchange Policy, you can choose to return or exchange the item, return shipping is paid by customers.

30-Day Full Coverage Return/Exchange Policy:
We take pride in the quality of our products and offer a 30-day Full Coverage Return(including the shipping fee you paid)/Exchange Policy for the following reasons (Return fees responsible by PetPillowCustom):
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.
1. Personally chose the wrong custom content for the product.
2. Personal Reasons due to personal taste, changed mind etc.
3. Personally upload the not recommended picture and unlike the product due to this reason.
4. Non-quality issues for personalized products.

Conditions for Returning an Item(s):
To be eligible for a return, merchandise must be in its original condition, unworn, and unwashed, without fragrance and makeup residue. All tags must be intact on all returned merchandise. Please keep the original packaging and ensure all parts related to the product are included.

Return & Exchange Procedure:

Step 1. Contact us to request return details:
To initiate a return, please contact our customer service email at petpillowcustom@gmail.com to request return details. Please include the order number, product name, a clear picture or video of the damage in your email.

Step 2. Approval Notification:
You will receive a confirmation email from our customer service once your return request is approved.

Step 3. Pack and Send the Package:
Pack the item(s) you wish to return and ship it to the following address:
Room 6879, 3A Floor, Building 4, No.50 Juyuan Street, Baiyun District, Guangzhou, Guangdong Pronvince, China. Zip Code: 510000.
Please include the order number and product name in the returning parcel. Please send the retur ningtracking number to us by email petpillowcustom@gmail.com.

Step 4. Refund Processing:
Refunds will be processed within 1-3 business days of receiving your item(s). You will receive an email notification once your refund is processed. Please note that the refund may take up to 5 to 7 business days to be credited to your account, depending on your financial institution.

Precautions for Return and Exchange:
To ensure a smooth return process, please keep the following precautions in mind:
1. The items being returned must be in their original condition, unworn, and unused.
2. For personalized products, please notify us within 12 hours if you need to cancel, modify, or replace the personalized content. We provide a complimentary replacement of personalized content within this timeframe. However, after 12 hours, a production fee of 30% of the product price will be charged. This fee covers the immediate production of customized products to ensure timely delivery.
3. We reserve the right to update this policy at any time. Any changes will be communicated through updates on this page.

If you have any questions or assistance regarding our policies, including cancellations, our customer service team is ready to assist you, please feel free to contact us through the form belowed or send an email to petpillowcustom@gmail.com