FAQ
About Your Custom Order
How does the customization process work?
It's simple: upload your pet's photo, choose your product style and size, and we'll take care of the rest — from creating your personalized artwork to crafting and shipping your finished piece. You'll receive an email confirmation as soon as your order is placed.
What kind of photo should I upload?
For the best results, we recommend a clear, high-resolution photo with good natural lighting, your pet facing forward or slightly turned, and no heavy shadows or filters. If we need a better image to proceed, we'll reach out by email before starting production.
Can I include more than one pet?
Yes! Many of our products support multi-pet designs. Check the product options before ordering to see what's available.
Can I add my pet’s name?
Some products allow name personalization, such as jewelry or portraits with text. If this option is available, a name input field will appear directly on the product page.
Can I see a preview before production?
We don't send previews automatically, as our process moves quickly to keep production on schedule. That said, if there's any concern with your image, we'll contact you before moving forward.
Production & Shipping
How can I check the status of my order?
1. Check Your Email
- Most stores send a confirmation email when your order is placed.
- They often follow up with a shipping or tracking email once your order is on its way.
- Look for a tracking number or a link to check the order status online.
2. Log In to Your Account
- If you created an account on the store’s website, log in and go to “My Orders” or “Order History”.
- You should see the current status (e.g., “Processing,” “Shipped,” “Delivered”) and sometimes the estimated delivery date.
3. Use the Tracking Number
- Once your order has shipped, you can usually track it via the carrier’s website (like FedEx, UPS, DHL, USPS).
- Enter the tracking number to see real-time updates on location and expected delivery.
4. Contact Customer Service
- If you can’t find information online or via email, reach out to the store’s customer service.
- Provide your order number and email to get updates on your order.
What should I do if my tracking hasn’t updated?
Tracking updates may take 24–48 hours to appear, especially during busy seasons. If the status remains unchanged for more than 3 days, feel free to contact our support team—we’ll help you check the progress of your package and ensure it’s on the way to you.
How long does production take?
Production typically takes 3–5 business days, followed by 5–18 business days for shipping depending on your destination. Once your order ships, you'll receive a tracking number by email.
Do you offer free shipping?
Yes — orders over $69 USD ship free. For orders under $69, a flat shipping fee of $8 USD applies.
Where do you ship to?
We ship internationally to most countries. Shipping times and rates vary depending on your location.
Changes, Returns & Support
Can I return my personalized item if I'm unhappy with it?
Because every piece is made specifically for you, we're unable to accept returns or issue refunds for non-quality reasons. We put care into every order, and we're here to help if something isn't right.
What if my order arrives damaged?
Please email us within 48 hours of delivery with a clear photo of the damaged item, a photo of the packaging, and your order number. We'll review your case and arrange a replacement where applicable.
What if something doesn't look right?
If there's a clear production error — such as the wrong pet, wrong name, or incorrect item — please contact us within 48 hours with photos and we'll make it right. Please note that minor color variations may occur due to differences in screen settings and printing processes.
Can I change my order after placing it?
Please reach out within 6 hours of placing your order if you need to update your photo or any details. Once production has begun, changes may no longer be possible.
Need help?
We're happy to help. Submit a request through our contact page and we'll get back to you within 1 business day.
Payment
What payment methods do you accept?
We accept major credit cards, PayPal, Apple Pay, and popular digital wallets. Checkout is encrypted for a safe shopping experience.
Account Info
Do I need an account to place an order?
No, you can check out as a guest.
However, creating an account allows you to track orders, manage returns, save your shipping details, and access Store Credit or rewards more easily.
How do I update my account details?
You can update your name, email, password, or saved addresses by logging into your account dashboard.
All changes are saved immediately and used for your future orders.
How do I contact support?
Email us at support@lovapaws.com - We typically respond within 1 business day.