Custom Design Policy
At PPpet CUSTOM, many of our products are individually designed, personalized, or handmade especially for your order. Because each custom item is made based on the information, photos, and options you provide, please read this policy carefully before placing an order.
1. Products With Preview Options
Some products include a design preview option, while others may not require or offer a preview. If a preview is available for a product, you will be able to choose your preferred preview option directly on the product page before checkout.
If you select a preview option, we will email you a custom design draft within 3 days after receiving your order and all required materials, including clear pet photos and personalization details。
If you do not select a preview option, or if the product does not include a preview option, we may begin preparing or producing your order based on the photos, text, and options you submitted at checkout. By selecting “Skip the Preview,” the customer agrees that production may begin using the submitted photos and order details without further design confirmation.
2. Photo and Personalization Requirements
Please upload clear, well-lit photos of your pet. For portrait-only products, the pet’s face, ears, and key facial features should be clearly visible. For full-body products, please provide full-body photos where possible.
If the photo is unclear, heavily cropped, dark, blurry, or unsuitable for customization, we may contact you for a replacement photo. Production or preview timing may be delayed until all required materials are received.
Customers are responsible for checking that all personalization details, including pet names, spelling, colors, sizes, styles, and product options, are correct before placing the order.
3. Design Draft
For products where a preview is selected, our design team will email a custom design draft within 3 days after we receive your order and all necessary materials.
The design draft is intended to show the general layout, style, and personalization details of your custom item before production like pet likeness, cropping, color, direction, style, text, layout. Final handmade products may have slight variations in color, texture, carving, painting, stitching, or finishing due to the handmade nature of the product.
4. Review Period
After the design draft is sent, you will have 3 days to review it and request reasonable changes if needed.
If we do not receive a response within the 3-day review period, we may proceed with production based on the design draft to keep your order moving.
Please check your email carefully after placing an order, including your spam or junk folder.
5. Revision Requests
Reasonable revision requests may include adjustments to layout, cropping, color direction, text placement, or minor design details.
Major changes, such as changing the pet photo, changing the product type, changing the design style, or requesting a completely new design after the draft has been prepared, may not always be possible and may require additional time or additional fees.
6. Production
Once the design draft is confirmed, or once the review period has passed without a response, production will begin.
Production time may vary depending on the product type, order volume, and design complexity. Because many items are handmade or made to order, slight differences in texture, color, shape, engraving, carving, painting, or finishing may occur. These small variations are part of the handmade customization process and do not make the item defective.
7. Changes After Confirmation
After the design draft has been confirmed and production has started, we may no longer be able to make changes to the order.
If you need to change your order details, please contact us as soon as possible. We will do our best to help, but changes are not guaranteed once production has begun.
8. Cancellations
For custom products, cancellation requests must be made as soon as possible after placing the order.
If your order has already entered design preparation, preview creation, production, or handmade processing, cancellation may no longer be possible.
9. Custom Product Returns
Because each custom product is personalized or made especially for your order, custom products cannot be returned or exchanged because of a change of mind, incorrect customer-provided information, or preference-based reasons after the design draft has been confirmed or production has started.
However, if your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will review the case and offer an appropriate solution where applicable.
10. Contact Us
If you have questions about your custom design, preview, or order, please contact us at: