Frequently asked questions

Customizing your order is easy — here's how:

1. Identify your product. Pick what you're ordering — pet portrait, keychain, bag, digital art, or anything else.
2. Contact us. Reach out via chat, email, or our contact form so we can communicate clearly about your customization.
3. Share specifications. Send your photo, color preferences, sizes, designs, or any other personalized details.
4. Confirmation. Once we've talked through your customization, we'll confirm the details with you to ensure accuracy.
5. Enjoy your fur-ever piece. Sit back and relax while we craft your one-of-a-kind keepsake. We'll get to work and ship it tail-waggingly fast.

Yes — as long as we haven't started crafting. Reach out within 24 hours of placing your order and we'll do our best to update it. After production has started, changes may not be possible.

We accept the most common formats: JPEG, PNG, and HEIC. For the best result, please send the highest-resolution version you have — clear, well-lit photos make for the best portraits. If you're unsure whether your photo will work, send it over and we'll let you know before charging anything.

Light touch-ups (cropping, brightness, color balance) come standard. For bigger edits — removing backgrounds, combining pets into one portrait, restoring damaged photos — we offer photo prep as an add-on. Mention it when you contact us.

The standard turnaround is 3 to 6 weeks for most products. This timeframe allows us to ensure the highest quality and attention to detail in crafting your customized order. If you need it for a specific date, let us know when you place the order and we'll do everything we can to meet your deadline.

Yes, we ship worldwide, and shipping is always free. Economy delivery usually takes 10–15 days after production wraps. Need it sooner? Message us before you order, and our team will see what we can do. Duties and customs fees (if any) are the buyer's responsibility.

We accept all major cards and wallets:

• American Express
• Apple Pay
• Google Pay
• Venmo
• PayPal
• Visa & Mastercard
• Shop Pay (with installments via Affirm)

Yes. All checkout is handled by Shopify's PCI-compliant payment system. We never see or store your card details.

Because every piece is made-to-order just for you, custom items are non-refundable once production has begun. That said, if there's a quality issue or a mistake on our end, we'll make it right — replacement, refund, or whatever's needed to wag those tails again.

Email us at info@petnoya.com with a photo within 7 days of delivery and we'll arrange a replacement at no cost. We package every item with care, but accidents happen.