FAQ – Pawcentage

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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

On the product page, click “Add Personalized Design” (before adding to cart). Upload your pet photo and add custom text (optional), then add to cart and checkout.
Yes, for photo-based designs. If you select a preset design(no pet portrait required), you can skip the photo upload step.
No. You can upload one photo only, so please follow the photo requirements in next question. If our designer finds the image quality is not suitable, we will email you and ask you to re-upload a better photo.
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, with soft lighting and as minimal/clutter-free background as possible.
No. Each product is customized for one pet only. If you want designs for multiple pets, please personalize each product separately with the correct pet photo.

Yes. After you place your order, we will email you a link to our customer portal, where you can view your design preview.
Usually within2–3 business days after purchase. Please also check your spam/junk folder.
In the portal, leave a clear comment with the changes you want. (e.g., spelling fix, crop/position request).
Up to 3 revision rounds per item.
Please approve or request changes within 48 hours to keep production on schedule.
Your order will be placed on hold until we receive your approval. We will send reminders to help you complete the approval step.
Yes. Once you approve the final preview for all items in your order, the order is locked for production and cannot be canceled, modified, or refunded—except for verified defects or our fulfillment error.
Yes. We start production only after you approve all products in the order.

Production starts after you approve the final design preview for all items in your order.
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).

You may request cancellation or changes within 3 hours of purchase. After that, changes/cancellation are not guaranteed if your order has entered the design queue.
If you have not approved the preview yet, you can request changes during the revision process. After approval, changes are not possible.
Contact support@pawcentage.com as soon as possible (ideally within3 hours). Once the order ships, the shipping address cannot be changed.

Because items are personalized and made-to-order, customized products are final sale. We only provide replacements or refunds for verified defects or our fulfillment mistakes.
- Item arrives damaged/broken
- Major manufacturing/printing defects
- Wrong item received
- Missing items/parts
- Customization differs from the approved preview due to our error
- Change of mind / personal preference after approval
- Issues caused by customer-provided content (wrong/low-quality photo, incorrect text/spelling)
- Minor color variation (screen vs. print/material differences)
- Normal artistic style effects (brush texture, stylization)
Email support@pawcentage.com within 48 hours of delivery with your order number and clear photos (full item, close-up, and packaging/shipping label).
Email support@pawcentage.com within 7 days of delivery with your order number and photos.
Usually no. To resolve issues quickly, we typically do not require returns. In some cases (high-value orders or suspected abuse), we may request additional proof and/or a return.
No. For the same issue, you may receive either a replacement/remake or a refund—not both.
Refunds are issued to the original payment method and usually take 7–10 business days to appear (depending on your bank/payment provider).

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