Your Questions Answered

Find answers to common questions about our products, shipping rates, payment methods we accept, & more.

CUSTOMIZATION

‣ What kind of photos work best?

Clear, well-lit photos where your pet’s face is fully visible (ideally facing forward) give the best results. But don’t stress - we work with all kinds of photos and make magic out of the moments you love.

‣ Can you include more than one pet?

Absolutely! Our cases can feature 2 or more pets - just upload the photos and we’ll place them together naturally in the design.

‣ Can I see the design before it’s made?

Yes! You can add a design preview for $4.99 at checkout. We’ll send your first preview within 24 hours after purchase, and you’ll get unlimited edits until you’re completely happy. If we don’t hear back from you within 72 hours, we’ll assume it’s approved and send it to production automatically.

‣ Will you include collars, bandanas, or outfits from the photo?

Yes - we replicate what we see! Collars, clothes, bows, tags - if it's in the photo, we’ll include it in the portrait. If there’s something you want us to leave out or enhance, just let us know in the order notes.

SHIPPING

‣ How long does shipping take?

After your order is processed (which usually takes up to 72 hours), it will be shipped. Delivery typically takes 3–7 business days depending on your location.

‣ How can I track my order?

Once your order ships, you’ll receive a confirmation email with a tracking number. You can track your package via our Tracking Page.

‣ Do you offer international shipping?

Currently, we only ship within the United States.

‣ What should I do if my order is delayed?

If your order is significantly delayed, please contact our customer support team for assistance. You can fill the form in our Contact Us page or email us at hello@woofnpurr.club

ORDER

‣ Can I change or cancel my order after placing it?

You can request changes or cancellations within 24 hours of payment. After dispatch, you’ll need to follow our Return & Refund process.

‣ What is your return and refund policy?

Customized products are final sale and cannot be returned or exchanged, unless they differ from what was ordered, or are defective. For non-custom products, you can return them within 14 days of delivery. We’ll assist with a return, exchange, or refund as needed.

‣ What if I receive a damaged or incorrect item?

If you receive a damaged or incorrect item, please contact us within 14 days of delivery. We’ll assist with a return, exchange, or refund as needed.

‣ How do I request a return or exchange?

To request a return or exchange, visit our Contact Us page and fill out the form or email us at hello@woofnpurr.club. If eligible, you’ll receive a return label to send the item back to us.

PAYMENT

‣ What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, Diners Club, and Discover. For an easy checkout, we also offer Apple Pay, Google Pay, Amazon Pay, Meta Pay, Klarna, Shop Pay, and Shop Pay Installments.

‣ Is it safe to make a payment on your site?

Yes, our website uses secure encryption technology to protect your payment information.

‣ Can I use a discount code?

Yes, you can apply discount codes during checkout. Enter the code in the designated field to see your savings.

‣ When will I be charged for my order?

You will be charged at the time of purchase. If you have any issues with the charge, please contact our customer support team at our Contact Us page or email us at hello@woofnpurr.club