Frequently Asked Questions

Yes you can review our Photo Guide page to ensure the best output.

Yes. Once you send in your pet photo, our designer will create an artwork for you. You will then get a link to the artwork for your approval. You will have 24 hours to request any changes. After 24 hours the artwork will be automatically approved and sent to production.

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

We have products that are made and shipped from all over the world. Some products like blankets, phone cases, portraits, travel water bottle are made and shipped from the USA. Other products are shipped from China. All products go through rigorous quality testing and standards to ensure the highest quality.

We accept all major credit cards. We also accept PayPal, Apple Pay and Google Pay.

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.

We will do our best to cancel an order if the cancellation request is received within 2 hours. However beyond that point we cannot guarantee that an order can be cancelled successfully once it has been sent to a designer/ production.

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

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

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.

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

There are several steps that a custom order goes through:

(1) Orders are generally sent to our designer within 24 hours.

(2) It can take 1-3 days for design to be completed

(3) We will then send you the design for your approval (if applicable)

(4) After 24 hours the design will be automatically sent to production.

(5) After production, the design is shipped to you.

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

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.

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.

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

Use this text to answer questions in as much detail as possible for your customers.

After design, we will send you an image for your review and approval. 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 won't be able to accept returns after receipt of 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.

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.