For the best result, choose a clear, well-lit photo showing your pet's face from the front or at a slight angle. Make sure the eyes, ears, coloring and important facial markings are easy to see.

Yes. A phone photo is suitable if it is clear and your pet's face is not blurry, heavily shadowed, heavily filtered or covered by another object.

If we need a clearer photo or more information to create your portrait, we will contact you before production. Waiting for a replacement photo or clarification may extend your order timeline.

Our standard process is to create your portrait based on the photo and customization information submitted with your order. If you would like to discuss a particular detail before production, contact support@petivie.com as soon as possible after ordering. Please do not assume a requested preview or change has been accepted until we confirm it.

Please email support@petivie.com with your order number within 24 hours of purchase. We will do our best to make the change if production has not started. Submitting a request within 24 hours does not guarantee a change. Once personalized production begins, changes may no longer be possible.

Petivie offers personalized keepsakes for pet lovers. Supported pet types vary by product. Please check the individual product page to confirm whether that item is available for your pet.

You can order personalized keepsakes for multiple pets. The number of pets supported per item and the photo requirements vary by product. Please check the individual product page and provide the corresponding photo and customization details for each item.

Materials vary by product. Please refer to the materials or product details section on the individual product page before ordering.

Dimensions vary by product and may also depend on the shape of the personalized design. Please refer to the measurements and any size notes on the individual product page.

Included items, quantities and personalization options vary by product. Please check the individual product page for what is included with your purchase.

Personalized production typically takes approximately 5–7 business days. This is separate from the 1–2 business days for order processing and the 7–12 business days for shipping after dispatch. The estimated total time from placing your order to delivery is 13–21 business days. Production may take longer during holidays, major gifting seasons and periods of unusually high demand.

Each portrait is individually interpreted from your submitted photo. We focus on recognizable features such as coloring, markings, facial expression and overall appearance. Small artistic variations are normal. This does not affect your rights if the item is defective or materially different from the agreed customization.

Orders typically require:

• Order processing: 1–2 business days after successful payment.
• Personalization and production: approximately 5–7 business days.
• Shipping transit: approximately 7–12 business days after dispatch.

Estimated total time from order placement to delivery: 13–21 business days. These stages are separate. Delivery times are estimates, not guaranteed dates, and may vary due to the destination, holidays, carrier delays or customs processing.

See our Shipping Policy for full details.

Petivie currently ships to the United States, United Kingdom, Canada and Australia. Availability for your specific address is confirmed at checkout.

Yes. Standard shipping is free when your merchandise subtotal is US$50 or more after discounts, excluding shipping charges and taxes. For a merchandise subtotal below US$50 after discounts, standard shipping costs US$6.99. Your shipping charge is shown at checkout before payment.

Petivie covers import duties for orders shipped to our supported destinations. Customers are not responsible for paying these import duties. If a carrier or customs authority asks you to pay import duties on your Petivie order, please contact support@petivie.com before making payment so we can arrange to resolve the charge.

Yes. Once your order has shipped and tracking information becomes available, use the tracking link in your shipping confirmation. Please allow time for the carrier to publish the first update. If you need help with tracking or a delayed shipment, contact support@petivie.com.

Correctly produced personalized products are not eligible for return, exchange or refund for change-of-mind reasons because they are created specifically from your pet photo and customization information. This does not exclude remedies for damaged, defective or incorrectly made items, or items materially different from the agreed customization. Consumer rights that cannot lawfully be excluded remain unaffected.

Please email support@petivie.com within 30 days after delivery with your order number, a description of the issue and clear photos showing the problem. Include packaging photos where relevant. After reviewing and verifying the issue, we will explain the available resolution, which may include a remake, replacement, partial refund or full refund, depending on the circumstances and applicable consumer law. See our Return & Refund Policy.

Please report an eligible issue within 30 days after delivery. This is an issue-reporting period, not an unconditional 30-day change-of-mind return offer. Any longer rights required by applicable law remain unaffected.

If a physical return is required for an item verified as damaged, defective, incorrectly supplied or incorrectly produced by Petivie, Petivie covers the return shipping cost by providing a prepaid return label or arranging collection. Contact support@petivie.com before returning an item so we can provide the return address and instructions.

Once a refund has been approved, Petivie will initiate the refund to the original payment method within 5 business days. Your bank, card issuer, PayPal or other payment provider may need additional time to display the credit. That posting time is separate from Petivie’s refund processing time.

Please email support@petivie.com with your order number within 24 hours of purchase to request cancellation. Submitting a request within 24 hours does not guarantee cancellation; approval depends on whether personalized production has started. Once production begins, cancellation may no longer be possible. Requests received after 24 hours cannot be guaranteed. We will confirm the outcome by email.