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FREQUENTLY ASKED QUESTIONS
We take every inquiry seriously and are committed to providing you with the best support. Many common questions, such as order tracking, customization details, and shipping policies, can be found in our FAQ section below. However, if you need further assistance, we’re always happy to help! Feel free to reach out, and our team will get back to you as soon as possible.
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Phone: 987-654-32
Email: support@thepetpillows.com
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Order Information
Can I change my uploaded image after placing an order?
Yes! You have a 24-hour window to update your image after completing your order. If you’d like to swap your photo, simply email us at support@thepetpillows.com with your order details, and we’ll be happy to assist. We want to make sure your custom pillow turns out exactly the way you envision it!
I didn’t receive an order confirmation email. Was my order placed?
If you saw the order confirmation page after checkout, your order has been successfully processed. However, if our confirmation email hasn’t landed in your inbox, try these steps:
- Check your spam or junk folder—sometimes, emails get filtered by mistake.
- Verify your email address—a small typo can prevent the email from reaching you.
Still can’t find it? No problem! Email us at support@thepetpillows.com with your name and email address, and we’ll resend your confirmation right away.
What are the image requirements for a custom pet pillow?
We want your pet pillow to look as lifelike and detailed as possible! For best results:
- Use a clear, high-resolution photo with good lighting.
- Make sure your pet is fully visible and in focus—avoid blurry or pixelated images.
- We accept most standard image formats (JPG, PNG, etc.), but animated formats like GIFs or MP4s are not supported.
Need guidance? Visit our Photo Guide for tips on selecting the best picture for your custom pillow!
How can I check my order status?
Easily track your order by visiting our Order Tracking Page and entering your order number.
If you don’t have your order number handy, just reach out to us at support@thepetpillows.com, and we’ll be happy to help you track your package.
Can I send a custom pet pillow as a gift?
Absolutely! Simply enter the recipient’s shipping address at checkout. If you’re gifting the pillow, make sure to:
- Use the recipient’s address in the shipping section.
- Enter your billing address separately to avoid confusion.
Want to make it extra special? Let us know, and we’ll ensure the package arrives without pricing details, perfect for surprises! 🎁🐾
Shipping Information
How long does shipping take?
We aim to deliver your custom pet pillow as quickly as possible! Standard orders typically arrive within 7-10 business days from the time of purchase. Our production process takes 3-5 business days, ensuring each pillow is crafted with care.
Need it sooner? We offer priority and expedited shipping options, with delivery in as fast as 2-6 business days for an additional fee.
Want to track your order? Click here to check the status: Track Your Order.
Which shipping carriers do you use?
We partner with reliable carriers like USPS to ensure safe and timely delivery. At checkout, you’ll have the option to select your preferred shipping method, and we’ll handle the rest! 📦
Do you ship internationally?
Yes! We offer worldwide shipping thanks to our global supply chain management. No matter where you are, we strive to deliver our custom pet pillows to your doorstep.
Shipping times and costs vary depending on the destination. At checkout, you’ll see available shipping options for your country.
If you have any questions about international shipping, feel free to contact us at support@thepetpillows.com!
Product
What sizes do your pillows come in?
We offer three standard sizes for our custom pet pillows:
Small: 16 inches
Medium: 22 inches
Large: 30 inches
Want to see how your custom pillow will look in real-time? Simply upload your image, select a size, and use the “Change View” tool on our product page to preview the actual dimensions before placing your order!
How do I care for my custom pillow?
To keep your pillow looking fresh and vibrant:
Spot clean for minor spills and stains.
Machine wash cold on a gentle cycle if needed.
Tumble dry on low heat or air dry to maintain fabric quality.
For detailed care instructions, visit our Pillow Care Guide.
What materials are used in your pillows?
Our custom pillows are made from 100% ultra-soft velvet polyester fabric with a plush polyester filling. We utilize advanced Japanese and German printing technology to ensure high-definition, vibrant colors that are long-lasting and true to life.
Can I customize my pillow with a specific design?
Absolutely! Your design, your way. 🐾✨ Simply upload your image, and if you'd like any adjustments, let us know in the adjust field. Our team will fine-tune it to ensure your pillow turns out exactly as you envision!
Return & Refund
Order Cancellation
Orders can be canceled within 24 hours of placement without any penalty. After this window, cancellations will not be accepted as your custom product enters production. You can quickly cancel your order by filling out the form here. We will process your cancellation and issue a refund within 12 hours.
Exchanges
We offer free exchanges for items that arrive defective or damaged.
To initiate an exchange, contact us at support@thepetpillows.com within 7 days of delivery.
Please provide your order number and a clear picture or video of the damage.
The item must be in its original condition, unworn, and unwashed.
For any product quality issues, such as color fading or stitching damage, you can contact us within one year of your purchase to request a replacement.
We will also cover return postage fees and replacement fees.
Returns
Due to the personalized nature of our products, we do not accept returns unless the item arrives defective or damaged.
- The product must have a clear defect or damage.
- You must report the issue within 7 days of receiving your order by contacting us at support@thepetpillows.com.
- Include your order number, a brief description of the issue, and photos of the defect.
If your return is approved, we will issue a prepaid shipping label and provide further instructions.
Refunds
Refund Eligibility
Refunds are only issued for the following reasons:
- The product arrives damaged or defective.
- The product does not match the approved preview or customization request.
Refund Process
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 3-5 business days.
Non-Refundable Items
- Custom-made items are non-refundable unless they are defective or damaged.
- Gift cards are non-refundable.
- Shipping costs are non-refundable unless the return is due to a defect.
Late or Missing Refunds
If you haven’t received your refund within 7 business days:
- Check your payment account. Refunds through PayPal are usually received instantly.
- Contact your credit card company; it may take additional time before your refund is posted.
- If you still have not received your refund, please contact us at support@thepetpillows.com.
Shipping Costs
- Customers are responsible for return shipping costs unless the item is defective or damaged.
- For exchanges, we will cover the cost of shipping the replacement item.