Ordering FAQs

What type of photo should I upload?

Upload the best quality photo available so we can capture all the details that make your pet unique. Our artists work directly from the photo you supply.

• High-quality, original photos (not screenshots).

• Good lighting is important, make sure your pet's face isn't shaded or shadowed.

• Face-on photos of your pet sitting/standing and looking directly at the camera are best. 

How many photos should I upload

Only upload 1 photo of each pet, if you upload more than one photo we will choose which photo to use.

How long after I place my order can I expect to receive it?

One of the amazing things about our products is that they are custom-made, just for you! 

Our current production time is estimated at 10-15 business days.

After production is completed your order will be scheduled for courier pick up.

Current shipping estimates are 4-15 business days depending on the option selected at checkout.

Do you provide a preview?

Due to our quick turnaround time, we do not provide a preview unless it is specially requested. If you would like to see a preview before your product is created please send us an email immediately after you place your order. 

Please note: Requests for a preview slow down the production timeline by a few business days. 

I have more than 5 pets, how can I add them?

If you have more than 5 pets you'd like to include send us an email. We would be happy to accommodate this on a custom order for you. 

Can you do human faces?

We get asked this question often and the answer is, yes! If you would like a human's face instead just upload their photo instead of a pet's photo.

I don't want to choose a pattern icon, can it just be my pet's face?

Yes, during the pattern selection there is an option to choose "blank". If you select this option we will not use an icon in your pattern, instead, the pattern will just be your pet's face. 

Do you accommodate special requests?

If you have an idea for something specific you'd like send us an email, we are happy to try and accommodate special requests. 

Shipping FAQs

How long before my order ships?

One of the amazing things about our products is that they are custom-made, just for you! 

Our current production time is estimated at 10-15 business days.

After production is completed your order will be scheduled for courier pick up.

Please note that all production timelines are estimates and not guaranteed, but we are always working our hardest to get your PetPoncho shipped as soon as possible!

How long does shipping take?

We ship all packages using standard shipping. Shipping estimates vary by country and are displayed at checkout. On average we see most packages delivered within 8 - 15 days from the date it was shipped. 

Is express shipping available?

Express shipping is available for an upcharge. Packages shipped express are sent via FedEx Express with an estimated delivery time of 4-8 business days.

Customer Service FAQs

Can I change or cancel my order?

If you need to make changes to or cancel your order please email us within 12 hours of placing your order. After this time your order has already gone into production by our team and we can not make any further changes. 

What is your return policy?

My PetPoncho operates a no-returns policy due to the customized nature of our products. 

If there is a problem with your order please send us an email and we will be happy to assist you.

Something is wrong with my order

If you received a defective or incorrect item send us an email.  Our team will send you a replacement item as soon as possible. Please note that we do not provide refunds.

My order shipped but the tracking is not updating

We send the tracking info to you as soon as it is available. There may be a slight delay between you receiving this and the courier updating the information about your parcel in their system. Please allow up to 72 hours for tracking updates.

If you are having issues tracking your package or if your order does not arrive within the estimated delivery timeframe email us, our team is happy to help.

Learn more

Click here to read more about our policies.

Email us with any questions.