CONTACT+FAQ
How can we help?
EMAIL US
We kindly ask that you check your email inbox for information on tracking before reaching out to our support team. Our current response time is 12 hours during business days.
pocketpawscustom@gmail.com
Please Note:
Product Questions
Can I personalize multiple photos for one style?
Of course! No limit on how many you can personalize for the same style.
Wanna personalize multiple photos for one style? It’s easy:
Pick your favorite style on the product page, upload a photo you wanna personalize, add it to your cart.
Refresh the page, then upload another one and add to cart again—just do this over, and you can make as many as you like~
Of course, you can also contact us directly and just send the pictures over—we’d be happy to help you out!
What are the keychains, fridge magnets, name tags and other items made of?
They’re made of double-layered, thickened acrylic.
What is acrylic?
They’re made of double-layered, thickened acrylic. This material is not only sturdy and durable, but also boasts a crystal-clear finish that makes colors pop—perfect for showing off details in your personalized designs. Plus, it’s scratch-resistant, so your keychains, fridge magnets, name tags, and more will stay looking fresh for ages.
Photo Questions
What makes a good photo?
1. Make sure your photo has good lighting – enough to see the details of your furry (or non-furry) friend’s face or body, but not so much that their features are too bright to see.
2. A head - on shot is preferred – Make sure that you get the full face (including both ears) or full body in the photo. If only half of your pet’s face or body is showing, only half of its face or body will be on your product!
3. Avoid blurry photos – the higher the clarity of the photo, the better. Remember that the photo will be shrunk down, so some subtle features may not be seen as clearly in the final product.
Can I upload something other than a person, dog, or cat?
Absolutely! We like to encourage our customers to upload pictures of pets, humans, cars, and even logos, too! We have several patterns that aren’t specific to animals including our pocketpaws which have a neutral, plain background.
Can I see a proof of how my product will look?
Unfortunately, we can’t provide a proof of your order because our designers have to personally set up your image and crop out your pet’s face. Rest assured,if there are any issues, we’ll send you an email requesting a new image! Please, keep the photos family friendly!
Do you crop the photo for me?
Yes, we crop the photo for you!Just send us a high-quality photo and we’ll do the rest!
Ordering and Payment
What is your change/cancellation policy?
Due to our quick turnaround times and the custom nature of our products, we are unable to make any changes once the order begins production.
What payment options are available?
Right now, we only take PayPal for payments. If you need another way to pay, just drop us a message—we’ll try our best to help make it work for you.Please note that all of our prices are listed in USD and your card will be charged in your respective currency.
If I forget to add something, can you charge my card?
Once your order is placed we are unable to charge you anything additional for security purposes. We are, however, able to refund the card used to place your order, if necessary.
How long does it take for a refund to process?
If you are receiving a refund through PayPal, the refund processing time is 7-10 business days.Don’t worry, we don’t think you’ll need to receive a refund, unless you accidentally add too many keychains or bags out of excitement.
Shipping Questions
How long does it take to receive my product?
Most of our one-of-a-kind products take several business days to be produced.(Custom Bags can take an extra 5 days to produce).
Once produced,Shipping times can vary between 7-14 business daysandinternational shipping times vary depending on the destination.For international orders, it could take up to 3 weeks for delivery depending on the destination.
How much is shipping?
Our express shipping costs $20.But shipping is free when your order hits $59!
Do you ship internationally?
We happily fulfillinternationalorders! Our production time will be the same and shipping costsvarydepending on where the order is going. Depending on your home country acustoms taxmay be applied in addition to your shipping cost.
NOTE: All prices on our site are USD. Once you complete your transaction, it will charge your card in your respective currency.
Can I change the destination country on my order?
After placing your order, you may not change your shipping from domestic to international and vice versa.