Help center

Frequently asked questions

Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? Contact us here

Before You Order

Customization Rules

  • One product = one pet.

    Each customized item is designed for one (1) pet only, unless the product page explicitly states otherwise.

  • If your order includes multiple quantities of the same item (quantity > 1), we may email you to confirm whether:

    • each item should feature a different pet, or
    • the same pet/design should be used for all items, and/or
    • any item-specific details are required.
      Production may be paused until we receive your confirmation.

Customer Portal

How the Design Process Works

  • Photo upload happens after checkout in our Customer Portal using the link in your order confirmation email.

    If you can’t find the email, check spam/promotions or contact support@pawcentage.com.

  • You can request up to 3 rounds of revisions total (including the first draft). Revisions must be within the scope of the product you ordered. Requests that effectively create a new pet/design may require a new purchase.

  • To keep production on schedule, if you don’t approve or request changes within 3 days after we email you that your preview is ready, your design will be automatically approved and sent to production.

  • Please upload a clear close-up photo of your pet's:

    • Full body, taken from the front or a slight side angle at your pet's eye level.
    • Soft lighting and minimal cluttered background as possible.

  • If you uploaded the wrong photo, contact us as soon as possible. We may be able to help only if design work hasn’t started yet.

Returns, Refunds & Claim Support

  • Because our items are personalized, we generally do not accept returns or exchanges unless there is a verified quality issue such as damage, defects, wrong item, or missing items/parts.

  • Email support@pawcentage.com with photo proof within 48 hours of delivery. If confirmed, we’ll provide an eligible resolution: replacement OR refund (not both).

  • Email support@pawcentage.com within 7 days of delivery, including your order number and clear photos of what you received (plus the packaging label if possible).

  • In most cases, we do not require returns. We typically resolve verified issues with a replacement or refund. For certain high-value or suspicious claims, we may request additional proof or a return.

Shipping & Delivery Help

  • Production typically takes2–3 business days after final approval, then the order ships.

  • Yes. Once your order ships, we’ll email you tracking information (when available).

  • Please:

    1. Check around your property and with neighbors/household members
    2. Contact the carrier for delivery details
    3. Email us at support@pawcentage.com and we’ll assist where possible

    Refunds/replacements are not guaranteed when tracking shows delivered.