Frequently Asked Questions

Production typically takes 12-20 business days depending on the product type and complexity. Standard plushes take 12-18 days, while premium and memorial plushes may take 15-20 days. This includes AI design preview, handcrafting, and quality inspection. Shipping takes an additional 5-10 business days. You'll receive email updates at every stage.

We recommend clear, well-lit photos taken at eye level with your pet. Front-facing shots work best, and side profile photos help us capture body shape accurately. Upload 2-5 photos from different angles if possible. We support JPG and PNG formats, up to 10MB per file. Even smartphone photos work great — just make sure they're in focus and well-lit.

Absolutely! We create custom plushes of any dog breed, cat breed, and even other pets like rabbits, guinea pigs, birds, hamsters, and more. Each plush is individually crafted based on your pet's unique photos, so breed-specific details like ear shape, coat texture, coloring, and facial structure are all faithfully reproduced.

Yes! After you place your order and upload photos, our design team creates an AI-powered design preview for your approval. You can request adjustments or changes before we begin production. This ensures the final plush matches your expectations perfectly. Most previews are ready within 2-3 business days.

We offer three standard sizes: Small (15cm / 6 inches), Medium (25cm / 10 inches), and Large (35cm / 14 inches). The Medium size is our most popular. Custom sizes may be available upon request — just mention it in your special instructions.

We use premium, hypoallergenic plush fabrics that are incredibly soft and safe for all ages. Our filling is high-quality polyester fiber that maintains shape over time. All materials meet international safety standards including EN71 (European) and ASTM F963 (US). For memorial plushes, we use special memory-grade materials for enhanced durability and longevity.

Yes, our plushes are made with child-safe materials and meet all major international toy safety standards (EN71, ASTM F963, CPSIA). They use safety eyes and non-toxic dyes. However, we recommend supervising very young children (under 3) during play, as with any stuffed toy.

We recommend spot cleaning with a damp cloth and mild soap for most situations. For deeper cleaning, our plushes can be hand-washed gently in cold water and air-dried. We do not recommend machine washing as it may affect the hand-painted details. Full care instructions are included with every order.

Yes! We ship to the United States, Canada, United Kingdom, Australia, Europe, and most countries worldwide. Shipping is free on orders over $79. Standard shipping rates apply for orders below $79. All packages include tracking information, and you'll receive email updates as your order moves through production and shipping.

Standard international shipping typically takes 5-10 business days after production is complete. Express shipping options are available at checkout for 3-5 business day delivery. You will receive a tracking number via email as soon as your order ships.

Customs duties and taxes depend on your country's regulations. For most orders under $800 USD shipped to the US, no duties apply. For other countries, any applicable customs fees are the responsibility of the recipient. We mark packages as gifts where possible to minimize fees.

We accept all major credit cards (Visa, Mastercard, American Express, Discover) via Stripe, as well as PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption and PCI-compliant payment processing.

Because each plush is custom-made to order, we cannot accept returns for change of mind. However, if your plush arrives damaged or has a manufacturing defect, we will happily replace it free of charge. If the final product doesn't match the approved design preview, we'll remake it at no cost. Please contact us within 14 days of delivery with photos.

You can cancel or modify your order within 24 hours of placing it, before production begins. Once production has started, modifications may not be possible. Contact our support team immediately if you need to make changes.

Yes, our Pet Memorial Plush is specifically designed to honor and remember beloved companions who have passed. We handle these orders with extra care and sensitivity. Memorial plushes include special packaging, optional name embroidery, and a sympathy card. We can work with older photos — just upload the best ones you have.

Yes! You can include your pet's name and a special message during the order process. For memorial plushes, name embroidery on the ear or paw is included. For other products, personalization is available as an add-on option.