FAQ

You can review our Photo Guide to ensure the best output.

Do I get to see the artwork before the product is shipped to me?

Depends on the product.  For custom pillows, your artwork is cleaned up and directly sent to production.  For items such as blankets, bottles, phones, etc we will contact you for artwork approval. You will have 24 hours to request any changes. After 24 hours the artwork will be automatically approved and sent to production.

Do you only do pets?

Yes we currently specialize in pet art. However we can make certain exceptions - please contact customer support if you have a specific need.

Where are your products made?

We have products that are made and shipped from all over the world. Some products (like Custom Labels and Art Frames) are made and shipped from the USA. Other handcrafted products (like Pillows) are produced in China. All products go through rigorous quality testing and standards to ensure the highest quality.

What Payment methods do you accept?

We accept all major credit cards. We also accept PayPal, Apple Pay and Google Pay. Installment payments via Shop Pay is available for select customers.

Do you offer free shipping?

We offer free shipping on certain products or with promotions from time to time. Shipping cost will be calculated during checkout and will depend on the product and destination.

Can I cancel my order?

We will do our best to cancel an order if the cancellation request is received within 12 hours. However beyond that point we cannot guarantee that an order can be cancelled successfully once it has been sent to a designer/ production.

Can I change my photo after receiving the image preview?

Since it takes significant effort to create the digital art, any changes in photos will incur an additional $10 fee.

Can I change the Background design/color?

After an image has been produced by the artist, a $10 fee will be charged for changes to the background design or color selection.

Can I add another pet?

With some products you can order additional pet images to be included. Make sure you select the additional pet option during the ordering process. If you need to add more pets than the standard options, please contact us.

How long is your shipping and processing time?

Please refer to our Shipping estimates page to see delivery estimates for each product.

Do you ship worldwide?

Yes we ship worldwide. Some products may have restrictions - please check individual products for availability in your region.

What is your return policy?

Since all products are custom made, we do not accept returns. However if there is a specific quality issue with the product, you can send it back to us within 30 days for a full refund. Please review our shipping & returns page for more information.

I received a damaged item, can I receive a refund?

If you received a damaged item, please contact us and include a photo of the damaged item. We will either issue a refund or ship a new item to you.

I want to return / I want a refund

Please contact customer support at support@custompalz.com and we will guide you through the process.

The name of my pet was spelled incorrectly, am I eligible for a replacement?

After design, we will send you an image for your review and approval (does not apply to pillows). You can respond to us and have the name corrected at that point. If you approved the image or do not respond to the approval email we unfortunately won't be able to make changes at that point.

My tracking shows that product was received, but I never got the product

Please contact customer support so we can investigate. If we determine that the package was lost in transit, then we will offer you a full refund or if possible send you another replacement.

It has been weeks since I placed the order and haven't received the product. Is there a problem with the order?

Processing and shipping times vary by product depending on the warehouse they are shipped from. Please refer to our Shipping estimates page to view estimated processing + delivery times. If you haven't received your order within those estimates, then please contact customer support.

If you have any other questions please contact us at support@custompalz.com