Frequently Asked Questions

Custom Portraits

What makes a pawfect pet photo?

Photos in good lighting, taken at your pet’s eye level, work best. If not suitable, we’ll email you for a new one.

Can I have more than one pet in my custom product?

We recommend one pet per product for the best clarity. But feel free to order separate designs for each furry friend!

Can I preview my pet portrait?

Yes! You’ll receive a preview via email and have 48 hours to request changes. (Photo replacement not included.)

What is Digital Download?

Once shipped, we’ll email you a high-resolution digital version of your pet portrait—for free!

Orders & Changes

What if I need to change my order?

Contact us within 30 minutes of placing your order to make changes.

Can I cancel my order after it’s been placed?

Yes—within 12 hours of purchase. After that, orders can't be canceled due to our custom process.

Shipping & Delivery

Is global delivery available?

Yes! We ship worldwide and offer free standard shipping on orders over $100.
For orders under $100, standard shipping is $6.99.
Need it faster? Express shipping is available for $9.99 at checkout.

How long does it take to receive my order?

Our custom creations typically take 3–4 weeks to arrive. Order early if you need it for a gift!

Payments

What are my payment options?

We accept Visa, MasterCard, AmEx, Discover, Apple Pay, PayPal, and more via Shopify Payments.

Can I use multiple discount codes?

Only one discount code can be used per order. Codes can't be combined with sitewide promotions.

Returns & Refunds

Returns Policy

Since all items are custom-made, we don’t accept returns. But if your item is damaged, we’ll send a replacement—no returns needed.

Can I return my sale items?

Sorry, discounted items are non-refundable. But if sizing is off, we’re happy to help with an exchange!

Customer Support

How do I get after-sales support?

Our dedicated customer support team—pet lovers just like you—is here to assist you with warmth, care, and expertise on weekdays. We understand how much your pet means to you, and we’re committed to ensuring that every interaction is as thoughtful and customized as the products we create.

What are your customer service hours?

We’re available Monday through Friday, 9 AM to 8 PM (GMT+8). If you message us outside of working hours, we’ll get back to you as soon as we’re online again!

How long does it take to get a response?

We usually reply within 1 business day. During peak seasons or holidays, it may take a little longer—but we promise we’re on it!

Where can I reach you for support?

You can email us at support@okedoggy.com for any order-related questions, photo help, or customization requests. We love hearing from our fellow pet lovers!