Frequently Asked Questions

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Orders

Can I change or cancel my personalized order?

Processing begins once your order is placed and payment is confirmed. Our team starts reviewing your customization details and preparing your order, so changes and cancellations are not available after this point. Please review your photo, selected design, personalization details, and shipping address carefully before completing your purchase.

What if my item arrives damaged, incorrect, or incomplete?

Email support@petmiz.com or message us through our website with your order number and a description of the issue. Please include clear photos of the item and packaging where relevant. We’ll review the issue and help arrange an appropriate solution. For confirmed arrival damage, we’ll discuss a free remake and replacement shipment or a refund. No physical return is required.

How can I contact Petmiz?

Email support@petmiz.com or message us through our website. Please include your order number if your question relates to an existing order.

Shipping

How can I track my order?

Once your order ships, we’ll send you a shipping notification with your tracking number. To check your shipment’s progress, click “Track Order” in the footer of our website and enter your tracking details. Please allow some time for tracking updates to appear after dispatch.

How long does shipping take?

Estimated delivery time = Estimated production time + Estimated shipping time.
Personalized products currently take approximately 1–5 days to produce. Shipping to eligible U.S. destinations generally takes an additional 3–10 days, giving an estimated total of 4–15 days. Production or preparation times may vary by product. International shipping times vary by destination. Please check the product page and our Shipping Policy for details. All delivery times are estimates, rather than guaranteed arrival dates.

How much does shipping cost?

For orders under $129.99 USD, standard shipping is $3.99 USD within the United States and $6.99 USD to supported international destinations. Orders of $129.99 USD or more qualify for free standard shipping to supported destinations. Your applicable shipping charge is shown at checkout.

What if my order is late or appears to be lost?

Check your latest tracking updates first. If your order is past its estimated delivery window, tracking has stopped updating, or it shows as delivered but you cannot find it, contact us with your order number. We’ll help investigate and discuss the next steps.

Returns

Do you accept returns or exchanges?

We do not accept physical returns or change-of-mind exchanges or personalized or handcrafted products. If your order arrives damaged, please contact us so we can review the issue and discuss a remake and replacement shipment or a refund. This does not affect any rights you may have under applicable law.

What is your return policy?

You can click here to check our return & refund policy.

Products & Personalization

How do I personalize a product?

Choose your product, upload your pet’s photo, and select your preferred design. Add any available personalization details, then review your preview carefully before placing your order.

What kind of pet photo should I upload?

Choose a clear, well-lit photo with your pet’s face fully visible. A front-facing photo works best. Avoid blurry images, heavy filters, or photos where important features are hidden.

Can I preview my design before ordering?

Yes! For products with our customization tool, you can generate previews for free and try different options before ordering. Take your time and choose the design you love.

Will my finished product look exactly like the preview?

Your preview shows your selected design. Small differences in color, texture, and finish may occur due to screen settings, materials, and production processes. Handcrafted items may also have slight variations that make each piece unique. These minor variations alone are not considered defects. If your product arrives damaged or materially differs from your order, please contact us for review.

Can I personalize the back?

Selected products offer back personalization. Check the product page and customization options to see what you can add, and review all spelling and details before ordering.

Payment

What payment methods do you accept?

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