FAQ

1. How do I place a custom order?
Choose your product and size, upload clear reference photos, and complete checkout. We’ll contact you if additional photos or details are needed.

2. What photos work best?
Use clear, well-lit photos that show your pet’s face, markings, and body shape. Front and side views are especially helpful. Avoid heavy filters, screenshots, or photos where your pet is too far away.

3. Which pets can you create?
We regularly create keepsakes for cats and dogs and can often work from photos of rabbits and other pets. Contact us if you’re unsure whether your pet can be created.

4. Will the finished piece look exactly like my pet?
Each piece is handmade, so small artistic variations are natural. We share progress updates, offer unlimited revisions, and request your approval before shipping.

5. How long does customization take?
Most custom products take 2–8 weeks to produce. Detailed wool-felt replicas typically take 4–8 weeks, depending on size and complexity. Shipping time begins after you approve the finished piece.

6. Can I change or cancel my order?
Contact us within 24 hours of ordering. Once production begins, cancellation might not be possible, but you can request adjustments during the revision process.

7. Will I receive progress updates?
Yes. We can share progress photos during production and will send final photos for your approval before shipping.

8. Do you accept returns?
Personalized items are generally final sale once production begins. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery. See our Refund Policy for full details.

9. Where do you ship?
Available destinations are shown at checkout. Standard shipping to the contiguous United States typically takes 7–12 business days after production and approval.

10. How can I contact you?
Email starpeto@starpeto.com. You can also use the WhatsApp button on the site for order-related questions.