Where do you ship?
We currently ship almost anywhere worldwide, excluding a few remote areas.

How much does shipping cost?
We will bear the shipping cost of the product, you just need to wait for the arrival of the package.

When will I recieve a tracking number?
Once we've reviewed and manufactured your order we'll hand over your package to our shipping carrier within 4-6 business days (Monday - Friday) and send you your tracking number.

Usually once you've got your tracking number, it takes 1-5 business days for it to become active.

When will my order arrive?
Estimated Delivery Time incl. Production

USA: 2-3 weeks
UK: 2-3 weeks
Europe: 3 weeks
Canada: 3 weeks
Middle East: 3-4 weeks
Asia: 4-5 weeks
Australia & NZ: 2-4 weeks (Australian Post Announcement)
South America: 5-7 weeks

What shipping carriers do you use?
In the U.S we use USPS and for international deliveries we use 4PX. Once your shipment has arrvied in your country, your local postal carrier (e.g CanadaPost for Canada) will finish the delivery to your address.

My tracking number isn't working!
Please don't worry. Sometimes it takes up to 5 days for your tracking link to update. Send us an email and we'll do our best to locate where your parcel is at.

What should I do if my package is lost?
If you've entered the correct address and your shipment still didn't get delivered, please contact our email: suppport@custompetphoto.com

Do you accept returns?
As your order is 100% unique and custom made, we can't accept returns. If you have a problem with your final product, please contact our email: suppport@custompetphoto.com and we'll evaluate your situation.

If you received an incorrect or damaged item, please contact our email: suppport@custompetphoto.com and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.

My order arrived damaged, what can I do?
After noticing damage and/or defects, please feel free to contact us at suppport@custompetphoto.com and we will provide you with a replacement and send it to you as soon as possible.

I'm not satisfied, can I get a replacement?
If you are not satisfied with your order, please feel free to contact our email: suppport@custompetphoto.com, our team will review if you want to replace the product.

Can I cancel my order?
To cancel the order you must notify us within 24 hours from when the order was placed.

Orders that have been sent to production can't be cancelled under any circumstance.


Do you do just dogs?
We can create your Custompetphoto™ piece no matter what species or breed. So far we've created beautiful dogs, cats, birds, horses, fishes, humans and even cars.

Can I have more than one subject per pendant?
We recommend to do 1 subject per pendant. If you really want 2 subjects (e.g 2 dogs) on the same pendant, remember that this won't increase the diameter size of the finished product.

Do you do humans?
Absolutely! Please make sure to only use close up photos to ensure that we can bring all the facial features over to the finished pendant.
What sizes are the pendants?
1.2in (3cm) diameter

1in (2.5cm) diamter

0.75in (2cm) diameter

Do you have a satisfaction guarantee?
We are dedicated to ensuring you're happy with the final product. If you don't like it, please submit a Replacement Request and we'll do our best to evaluate your situation.

If you're unhappy with the engraving specifically, we'll check to see if you submitted a photo that follows our photo guidelines. If you didn't follow our guides I'm afraid it's likely we can't help you. If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.

Make sure you provide a clear, high quality photo of your pet taken in good lighting and at eye-level with your subject. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.

Where are you located?
Custompetphoto In Hong Kong, China, our idea is to provide high quality pet custom products to the end consumer

We also put focus on our transportation methods to ensure that they affect the climate as little as possible by using eco-friendly and affordable shipping methods.

Jewelry Care
How do I take care of my jewelry?
Our jewelry will last forever if treated properly.

Always keep your jewelry securely stored to avoid spinning and scratches.
Avoid contact with perfumes, chlorine, lotions, hairspray, cosmetics and other chemicals as this may affect the color or luster.
Be careful when wearing your chains, try not to get stuck with them or pull them.
Remove your jewelry when bathing, exercising, doing housework etc. to avoid bending, scratching or losing it.
Oils from your skin accumulate on the surface of silver and can predispose it to oxidization. Use warm water to wash your jewelry items gently, and dry them with a soft cloth.
The keychain in particular is prone to be scratched when it's in your pocket among other hard metals such as your keys. However, unless the scratches are really deep, this shouldn't damage the photo engraving.

How do I polish my jewelry?
Use warm water and a bit of mild dish detergent to wash your jewelry items gently, and dry them with a soft cloth.