What is your return policy?
- Please check the total return and cancellation policy here.
How can I cancel an order?
- Orders can only be canceled within 12 hours of placing them. To cancel an order, contact support@customdogpresents.com. If an order is canceled after 12 hours or after processing has started for custom items, the customer will be charged a 45% restocking fee.
Where do you ship from?
- We ship all USA orders from our fulfillment center located in Austin, TX. We offer 3-5 day USPS First-Class Mail shipping with tracking available.
Do you ship worldwide?
- Yes, we offer Worldwide Shipping at checkout!
How much does shipping cost?
- Shipping is $4.99 for all USA orders!
How long will it take to receive my order?
PERSONALIZED JEWELRY:
- PROCESSING TIME: Once you place your order, there will be a 5-10 business day processing period before shipment.
- SHIPPING TIME: After processing, Your Item/s will be packaged and shipped the same or the next day! (Shipping: 3-5 days USPS First-Class Mail)
Will I get a tracking number?
- Yes, of course. When your order has been processed and shipped, you will receive an emailemail notification from us that includes the shipping details and the tracking number.
Will you email me when my order is shipped out?
- Yes! You will get a confirmation email after placing your order, and another when your order is dispatched.
Please track your packages. Custom Pet Gifts is not responsible for lost or stolen shipments. If no one is home to receive the package, the postal courier may leave it at your front door. We have no control over what happens to your package once the courier delivers it.
We do not replace or refund orders that are scanned “delivered” by USPS ***
We are not responsible for lost or stolen packages or packages delayed in transit.
If there is a problem with your package delivery or tracking number, please get in touch with USPS directly.
USPS: 1-800-ASK-USPS
If USPS Tracking confirms that the package was “Delivered”, no refunds or replacements will be granted.
If your order is returned to us due to an incorrect address, insufficient address, abandoned package, or refused package, you are responsible for the original shipping cost. This amount will be deducted from your order. No exceptions!
What happens if I type in the wrong address?
- If you provide us with the wrong address, please email us at support@customdogpresents.com, and we will change it to the correct address only if your item has not been shipped yet. If your item has already been shipped, you will be responsible for paying a 45% restocking fee. It is not our responsibility to re-send that item with your new address, so please be diligent and make sure to type in your correct address when placing your orders! If you feel you made an error in your shipping address, please contact us immediately.
Where can I track my order?
- Orders can be tracked on our “Track Your Order Page” or USPS.com & international orders can track here www.17track.net/en
INTERNATIONAL SHIPPING:
We offer Worldwide Shipping, but shipping times may vary depending on the country’s location. Please type in shipping details on the checkout page to see shipping options.
WHEN WILL MY ORDER SHIP? (INTERNATIONAL)
PERSONALIZED JEWELRY:
Due to high demand, please allow 5-10 business days for your order to be processed at our warehouse before shipment.
HOW LONG DOES IT TAKE FOR DELIVERY TO MY COUNTRY?
Shipping takes 10-45 business days, depending on your country.
TRACKING YOUR ORDER (INTERNATIONAL ORDERS)
We use Epacket and USPS First-Class Mail International service for most orders. These methods offer the most affordable shipping rates, and we will send tracking information to your email/phone number on file.
Important Note: If there is a problem with your package delivery or tracking number, please get in touch with the couriers directly.
USPS International Customers: 1-800-275-8777
If your order is returned to us due to an incorrect or insufficient address, an abandoned package, or a refused package, you are responsible for the original shipping cost. This amount will be deducted from your order.
Please note: We are not responsible for lost or stolen packages or packages delayed in transit.
INTERNATIONAL CUSTOMS TAXES & DUTIES?
Once a shipment reaches your country, your order may be subject to import duties and taxes. These charges are always the recipient’s responsibility. You should contact your customs office for specific amounts and percentages.
Custom Pet Gifts cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please get in touch with your local customs office for further information. Note that on rare occasions, customs agents may delay the delivery of some packages.
By law, we must declare all items at their total price and cannot alter this amount to decrease international customs fees.
(If you refuse a shipment from Custom Pet Gifts, you are responsible for the original shipping charges, any import fees, duties, and taxes incurred on the package, and the cost of returning the package to Custom Pet Gifts. This amount will be deducted from your merchandise refund. If the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned, and you will not be refunded.)
Is my photo good enough to use?
If you followed our photo guidelines, your photo is good enough to use.
• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Make sure the photo is not blurry
• Make sure no features (e.g., ears!) are out of frame – we can’t add them if they aren’t in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won’t be either
We conduct a photo check for every new order and will email you if we need a different one. But it’s best to take matters into your own hands and ensure you upload your best photo.
If we need a new photo from you, this may lengthen your processing time by a few business days.
Please note that we cannot refund you if you refuse to provide a replacement after we have informed you that the original photo may not result in quality pendant art. You are responsible for ensuring you are happy with the photo you provide.
Note that it is the customer’s responsibility to provide a high-quality photo. Although we review orders, we are not responsible for chasing you for a better picture. Low-quality images will not result in a high-spec design we show on site. All examples on our website were produced using high-quality photos.
Does it matter if my photo has stuff in the background?
- No, this shouldn’t matter. Don’t worry if there’s a lot of stuff in the background. Obviously, it’s better if it’s plain/clear. But don’t obsess over it too much! It makes little difference.
How do you produce your designs?
- We are a digital design studio. We use proprietary photo editing techniques, professional photo retouching, and blending processes to turn your original photo into a high-quality pendant.
Will I see the finished artwork before it gets printed?
- Due to the popularity of Customdogpresents, we can only send proofs after printing. We understand that some pet owners are concerned about how it will turn out, so at your request, we can do our best to provide previews promptly.
However, you shouldn’t be worried at all. Our amazingly talented artists are full-time professionals specializing in pet art for Custom Pet Gifts.
Can you add/remove things for me?
We’re sorry, but we can’t offer to add accessories, extra background colors, or extra bits to your chosen costume. We are very proud of our work and like to keep things uniform (pardon the pun!).
If you ask us, we can sometimes edit out tears, sleep, and drool, but we cannot guarantee it.
However, if your pet wears an accessory in the original photo, we will always include it. The same goes for collars!
How can I pay?
- We currently accept all major credit card payments, PayPal, Apple Pay, and more! You do not need a PayPal account to pay.
How can I make an order with a promotional code?
- Suppose you have a Custom Pet Gifts promotional code. Once you click “add to cart,” a “Promotional Code” box appears on the checkout page. Enter the code and click “apply.” Your discount will be applied to your order.
What is your privacy policy?
- You can find our Privacy Policy here.
How do I place my order?
It’s easy to place an order for customdogpresents.com
1. Click an item you like, enter the required info from the drop box menus on the product page, and click on the “Add to Cart” button. Once in your cart, click “Checkout.”
2. Fill out your Shipping information and apply your promotional code if you have one. Then click “Continue to shipping method,” and select your shipping method.
3. “Continue to payment method”: Choose the payment method you want to use and enter your payment information.
4. Verify information. Then click “Complete Order.”
5. Once your order has successfully been placed, you will receive a confirmation email with your order number and the details of your order.
Please feel free to Email us with any special requests or questions.
I have a special request for my order. How do I do that?
- You can add special requests to your Shopping Cart’s ‘Comments’ box. Write your request as clearly as possible, and we will do our best to comply.
How do I change an order after It has been placed?
- If you want to change any information on your order, please contact us as soon as possible. Changes made more than 12 hours after the time of purchase will be charged a 45% restocking fee.
Why didn’t I get a confirmation/shipping email?
After placing an order, you will receive an “Order Confirmation” email with all your order details. We ask you to review your items and shipment address. Therefore, it is important to provide us with a valid email address. Please check your spam box if you didn’t receive a confirmation email. To ensure that our emails do not go to your spam/junk folder, add support@customdogpresents.com to your email address list. If you have further questions about your order, please get in touch with us.
Personalized Jewelry:
Can I order a necklace with special characters (#, @, &, $, ♥)?
You can personalize your necklace with any special characters when placing your order.
Does the chain length include a pendant?
The chain length does not include the length of the pendant.
Can I have a gift box and bag with my order?
Yes. In every order, we include a gift box and bag!
What do I do if I receive an incorrect order?
If you have any issues with your order, please don’t hesitate to email us at support@customdogpresents.com with your order information so we can assist you and solve your problem as soon as possible.
Can I include a note for my order?
The note section is for specific order details you want our design team to know. We can do our best to include handwritten personal notes, but we cannot guarantee it due to order volume, and we hope you can understand that.
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