Processing Time

Usually

1 - Design (1-3 Days): Once you've placed your order, our designers spring into action. (Note: In order to improve the efficiency of production and shipment, If you have a need for changes or adjustments of your items,please contact us service@custompetlover.com or INS to send your order number or e-mail in time after placing your order.)

2 - Production (2-3 Days): Most of the products takes 2 to 3 days in processing.Some products with special production processes may take longer.(such as hand-painted products)

3 - Shipping (7-10 Days or Faster): With production complete, your product is packaged securely and shipped. Typically, shipping takes 7 to 10 days but we offer faster shipping options at the checkout.

*Due to a large number of orders to deal everyday in busy season, Or due to bad weather, some shipments may be delayed by a few days, and we do not provide design draft for confirm.
Please understand

Return & Exchange Policy

RETURN&REFUND

Custom orders cannot be returned or exchanged because they have been personalized. After placing an order, we will start the order customization process immediately. Therefore, once the order is placed, we can no longer support changes to the customized information, eg. Size or color. 

If it is indeed our mistake, we will absolutely fix the problem immediately for you and re-send you a new product. Unfortunately, we do not accept refunds in this situation. Please understand that customized products are with your exclusive customized information. Once sold, they cannot be sold again. We appreciate your understanding!

CANCELLATION

Your order is not eligible to be canceled and modified once it's locked for processing after you placed it.

Please be informed that: Personalized Orders are locked for processing right after the order is completed so it is impossible to make adjustments. Please double check all details before completing the order. 

FREE REPLACEMENT

This applies to packages with no movement for more than 4 weeks or far exceeding our estimated time of arrival. If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner.

Also, we will take full responsibility within 30 days from order arrival, if the product(s)

• Have been crashed, damaged or faultydue to the fault of our factory or the carrier;
• Significantly different fromwhat you ordered, eg. your customized information is printed incorrectly

Replacement Process:

Please send us an email including the following information:

• Order numberand your Email
• Video/ photo of the defective product
• If your claim is in regards to a printing error, please include photographs of the error.
• If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

We will re-send you a new product in the above situation if it’s confirmed by our customer service. We believe that REPLACEMENT may help resolve your issue at best. Thus, we do not have policies for refund.

Note:

We typically DO NOT accept replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.

If you have any inquiries regarding cancellations or any of our other policies please contact us here or send an email to support@custompetlover.com. You will get a reply within 24 hours.

1️⃣ What kind of photo should I upload?

Please upload a clear, unobstructed, front-facing photo with natural lighting (no backlight or overexposure). Higher resolution yields better results. Mobile phone photos are fine—we will optimize them for you.

2️⃣ How many pets can I include on one sweatshirt?

We include 1 pet by default. If you want to add more, you can freely customize this in the order details. Additional fees will be calculated automatically. For special requests, please contact customer support before ordering.

3️⃣ How do I choose the right size?

Our sweatshirts are unisex with a relaxed fit and available in sizes XS to 4XL. Please refer to the size chart on the product page. If unsure, provide your height and weight, and we will recommend the best size.

4️⃣ Tracking says “Delivered,” but I haven’t received my package.

Please wait 1 more business day; the package may have been marked delivered prematurely. Contact your local post office (not the USPS hotline), and check with neighbors, doormen, or family members. If still missing, contact our support team.

5️⃣ Can I cancel or modify my order?

Orders are locked for processing once placed and cannot be canceled or modified.

⚠️ Personalized orders cannot be changed after production starts. Please double-check all details (photos, text, color, size) before ordering.

6️⃣ What if there’s a problem with my product?

If your order has errors, damage, or wrong items, please contact us within 72 hours of delivery with photos. We will offer a free remake or refund.

❗ Personalized items are made-to-order and cannot be returned for non-quality issues.

7️⃣ How can I change my shipping address?

You can request an address change within 12 hours of placing your order. Please go to the “Contact Us” page and select “Modify My Order Details.” We will do our best to assist.

8️⃣ Which countries do you ship to?

Currently, we ship to:

Austria, Australia, Belgium, Canada, Switzerland, Czech Republic, Germany, Denmark, Spain, France, United Kingdom, Hong Kong SAR, Ireland, Israel, Italy, Japan, Netherlands, New Zealand, Portugal, Sweden, Singapore, United States, and Greece.

9️⃣ How do I track my order

After shipping you will receive a confirmation email with

Tracking number

Courier information

Real time tracking link

You can also track by

Clicking the link in your email

Logging into our website with your email and order number

Checking your spam folder if you don’t see the email

📮 Tracking info updates once the package reaches your country’s warehouse