Frequently Asked Questions
What kinds of personalized pet gifts do you make?+
PODPAWS creates hand-painted pet figurines, custom pet portraits, memorial keepsakes, and personalized gift boxes — each made to order from your pet’s photo.
How long does production and shipping take?+
Each gift is made to order. Production takes 7–15 days depending on complexity. U.S. delivery then typically takes 7–15 business days (2–4 weeks total from order); international delivery takes 15–25 days via FedEx, DHL, UPS, USPS, YunExpress, or SF International. You’ll get a tracking number by email once it ships.
Do you ship to the United States and internationally?+
Yes — we ship across the United States and to 30+ countries worldwide, including Japan, Australia, the United Kingdom, Germany, France, Spain, Poland, the Netherlands, Belgium, Luxembourg, and the Czech Republic. Shipping uses our flat Global Standard $60 rate and is tracked & insured.
How much does shipping cost?+
Global Standard Shipping is a flat $60 for every destination — one simple, tracked & insured rate with no hidden fees. See our Shipping & Delivery page for details.
Which shipping carriers do you use?+
U.S. orders ship via USPS, UPS, FedEx, and DHL. International orders may also route through YunExpress and SF International.
Will I pay taxes or import duties?+
No U.S. sales tax is added at checkout. For international orders, import duties may be assessed by your local customs and are the recipient’s responsibility where applicable.
Can I use my pet’s photo for customization?+
Yes! Upload your pet’s photo during checkout or email it to us after ordering. We’ll send a digital proof for your approval before final production.
What photo format and quality works best?+
JPG or PNG, at least 1000px on the longest side. Clear, well-lit photos of your pet’s face show the most personality.
Can I preview my item before it’s made?+
Yes — we send a digital proof for most custom items before we craft, so you can request tweaks.
What is your return and refund policy?+
All PODPAWS gifts are custom-made to order from your pet’s photo, so we do not accept returns or offer refunds for change-of-mind — except for product quality issues. If your item arrives damaged or defective, contact support@podpaws.com within 30 days of delivery and we’ll reship a free replacement — custom items are not refundable, so we resolve quality issues by replacement only.
Are the products pet-safe?+
All our products are made with pet-safe, non-toxic materials and gift-ready packaging. Keepsakes are decorative gifts, not pet toys.
How do I contact PODPAWS?+
Email support@podpaws.com or visit our contact page. We typically reply within 1 business day.