Your order
How do I send my photo?
You upload it right on the product page, before you add to cart. Any clear phone photo works — we don't need anything professional.
What makes a good photo?
Sharp and in focus, your pet's face clearly visible, taken in natural light, and ideally looking at the camera. Avoid blurry shots, heavy shadows, and photos where the face is partly covered or cropped.
How long does it take?
Your personalized order arrives in 7–10 days, including design, production and shipping. Every piece is made with care, so during busy periods and the holiday season it can take a little longer.
Can I track my order?
Yes. Once your order ships, you get a tracking link so you can follow your package every step of the way.
Can I make changes after I order?
Yes, but only within the first day after you order. Once production starts, changes aren't possible. Double-check your order before you confirm it, and if you need to change something, email us.
Your design
Will it really look like my pet?
A real person turns your photo into an embroidery design by hand — every marking, every whisker. Over 15,000 stitches go into each design.
Can I see a preview before you make it?
We don't send design previews. Our small team focuses on making every piece carefully, and going back and forth with each customer would slow production down. Not sure about your photo? Email us and we'll help you get the best result.
Can I put more than one pet on it?
Yes. Most items hold up to three pets. Pick more than one pet and extra fields for names and photos appear. We stitch an "&" between the names.
How many characters can I use for a name?
15 characters maximum. Emoji can't be embroidered.
Sizing and care
Which size should I pick?
We offer XS through 4XL. Check the size chart below the size picker — if you're between two sizes or you like a roomier fit, size up.
Which size fits my child?
Kids' sizes run by age: XS 4–5 yrs, S 6–7 yrs, M 8–10 yrs and L 12–14 yrs. Stuck between two sizes? Go up — they'll grow into it fast.
How do I care for it?
Wash inside out on cold and don't iron directly over the embroidery. That keeps your pet's portrait looking great for years.
Returns
Can I return my order?
Because every piece is made to order just for you, we don't accept returns or exchanges. There's nothing to ship back — if you're not happy, reach out and we'll do everything we can to help. If there's a production error on our side, we'll send you a new piece free of charge or refund you in full.