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  • Where is my order?

    Typically, you will be able to track your order 3 business days from the time of purchase. However, if you purchased a Personalized Photo Charm, it can take 3-5 business days tracking information to become available.

    Other Questions?

    Due to the large number of emails we have received, it may take up to 24 - 48 hours for us to get back to you. We appreciate your patience & understanding.

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FREE WORLDWIDE SHIPPING ORDERS OVER $49.00

FAQs

Photo Questions

.What makes a good photo?
.Do you crop the photo for me?

We crop the photo for you! Just send us a high-quality, head-on photo of your loved one and we’ll crop out the background details so only the face is featured on your product!

If your pet or person has an accessory, hat, or collar that you would like to keep (or get rid of), please specify these details in the order notes.

.I have a different photo question

If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.

Ordering and Payment

.What is your change/cancellation policy?

We will be happy to help you change your color, size, picture, or cancel/refund the order - just fill in the Contact Form below as soon as possible with your order number, email address, and your desired changes. Changes/cancellations to orders will only be accepted before an order is put into production.

If you need to change your shipping address, we can help right up until the order is shipped. Please send us a message below with the current shipping address on file and the address that you would like to change it to.

Since your personalized products are one-of-a-kind and made just for you, a $9 customization fee per item is included in your purchase. If you need to cancel your order which being production, we will refund the entire cost of your item, less the $9 customization fee. To cancel an order, please fill out our Contact Form below to send us an email with your order number and we will be able to assist you. Our designers work quickly, so be sure to contact us as soon as possible!

Please review our Return Policy here if you have other questions regarding this subject.

.What payment options are available?

We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in USD and your card will be charged in your respective currency.

.I have a different ordering/payment question

If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.

Product Questions

.Will the ink crack or fade over time?

We use a process called sublimation. Our apparel is defined as “no feel.” This means you cannot feel any ink or cracking on your custom products since the product itself is dyed.

 
.I have a different question about your products.

If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.

Shipping Questions

.How long does it take to receive my product?

Typically, Wooden & Bamboo Watch takes about 3-5 business days to be produced; Leather, Alloy, Nylon Watches takes about 5-7 business days to be produced and sent out. Once shipped, it will deliver 10-15 days.
Please note that during the holidays our production time may vary. business days. International shipping times vary based on the destination.

Please note that during the holidays our production time may vary.

.Can I change the destination country on my order?

After placing your order, you may not change your shipping from domestic to international and vice versa.

.How much is shipping?

Free shipping over $65.

.Do you ship internationally?

We provide orders with US , CA , UK , AU , NZ

If we were unable to answer your questions here, please scroll down and fill out our Contact Form! Our team will be in touch. If you’ve already placed an order please include your order number and provide as much detail as possible within the email so we can assist you.