Personalized Pet Portrait Mug

1.When placing an order, upload high-definition pet photos (more than 3 photos from different angles, it is recommended to have a clean background to avoid complex patterns affecting the effect) and select the preferred style, and note the text to be added, etc.

2. The designer will send the design draft within 3-5 working days, support 3 details modification (such as adjusting the color, adding text, etc.), and the production will be completed and shipped within 7-15 working days after confirmation.

3. Free shipping in the UK, France and Germany (except remote areas).

Thank you for shopping at Pet Family. We are committed to providing you with the best possible service, including fast and reliable shipping. Here are the details of our shipping policy:

Order Confirmation

After placing your order you will receive a confirmation email detailing the ordered items and your shipping information. Please double-check these (country, street number, company name, unit…), and contact us promptly in case of mistake. If you didn't receive the confirmation email within 24 hours, please check your spam folder before contacting us.

 Shipping

Express delivery areas: Global

 Shipping logistics providers:DHL,UPS,THT,FedEX,Wanb and EMS,YunExpress,Yanwen

 We try our best to process all orders within 5-7 business days of receipt, but it can take longer during peak periods (holiday seasons, big sales, etc...) and recent changes in U.S. tariff policies.

 You'll receive a notification email with a tracking number once your order has shipped out.

Delivery can take longer during peak periods or if your parcel is being checked by customs. It may be delayed for 7 business days for any special situations. While we do all we can to ensure your order is delivered on time, we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control.

 Tracking

After your order has been successfully placed, you will receive an Order Acknowledgement email to confirm your order details. Once your item ships, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped. You can track your items on the carrier's official website after 24 hours.

 Once they arrive in your country, your local postal services take over. This means you'll be able to track your parcel on your local postal services' website with the same tracking number. If the tracking shows that the parcel couldn't be delivered for any reason, please contact your local post office first, to have further details. Since they are handling your parcel, they would be able to give you information that we don't have.

 If you have any trouble tracking your parcel, please email petfamilydiy@gmail.com We’d be happy to help you out!

 Please note that tracking is active during 60 days so we won't be able to do anything to help you if you contact us after this period.

  Delivery

We take every reasonable precaution to ensure that products are not damaged, If the item is damaged in transit, please immediately email petfamilydiy@gmail.com within 3 business days after receiving shipping.

 If your order has been damaged during transit, please get in touch with us promptly, by sending us a picture.

 If possible, please record any issue concerning the delivery (damaged/soaked package, torn/bended products...) to the carrier when you receive your order.

Change My Shipping Address

If your order is shipping to an incorrect address, please email petfamilydiy@gmail.com as soon as you can.

 Please Note

When encountering force majeure, the processing of orders will be delayed. Nevertheless, it is ensured that your order will be processed in a fast manner when weather permits.

 Your order will be sent to the address indicated at checkout. Any package returned to us due to an incorrect or incomplete address will be re-shipped at your expense.

 You have to pay your own shipping fee for the returned product if it's not the problem of the quality.

Return Policy

If you are not satisfied with your order, you can return it within 30 days for a full refund. Please see our full Return Policy for details.

Thank you for your business!

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

To start a return, you can contact us at petfamilydiy@gmail.com. Please note that returns will need to be sent to the refered address

 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

You can always contact us for any return question at petfamilydiy@gmail.com.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

contact us:petfamilydiy@gmail.com

 

Exceptions / non-returnable items

Certain types of items cannot be returned,custom products (such as special orders or personalized items) and other exception notes on product page. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at petfamilydiy@gmail.com.

 

Customized Product Refund Policy

I. Scope of Application

This policy applies to all products designed and produced based on personalized customer requirements (e.g., custom sizing, patterns, text, materials, etc.). It does not apply to standard or non-customized products.

II. Non-Refundable Circumstances

Due to the unique nature of customized products, refunds or returns will not be accepted in the following cases:

Customer Errors

l Mistakes in design files, text content, dimensions, or other specifications provided by the customer (e.g., typos, color discrepancies, incorrect sizing).

 

l Cancellation requests due to personal reasons after the customer has confirmed the design proof or sample.

Production Stage

 

l Production has already commenced (e.g., materials have been cut, printed, engraved, etc.).

 

l Customized materials cannot be resold (e.g., specialty fabrics, engraved metals, etc.).

Subjective Preferences

l Dissatisfaction with subjective aspects like color, material texture, etc. (product descriptions and samples serve as the reference standard).

III. Refundable Circumstances

Customers may request a full or partial refund under the following conditions:

Seller Liability

l The product significantly deviates from the final design proof confirmed by the customer.

 

l The product has quality defects (e.g., damage, functional failures).

Shipping Damage

Damage during transit, provided valid evidence is submitted (e.g., photos, videos).

Delivery Delays

Failure to deliver within the agreed timeframe (excluding force majeure). The customer may cancel the order and request a refund.

 

IV. Refund Process

Customers must contact customer service（petfamilydiy@gmail.com） within 48 hours of delivery and submit evidence (e.g., photos, videos, order number).

 

The seller will review and respond with a resolution within 5 business days.

 

Approved refunds will be issued to the original payment method (processing time varies by payment platform).

 

V. Alternative Solutions

For non-refundable orders, the following options may be offered (subject to mutual agreement):

 

Free Revisions: For minor fixable issues (e.g., replacement parts, partial repairs).

 

Discount Compensation: A partial credit for future purchases.

 

Remanufacturing: Reproduce the item with the customer covering material and labor costs.

 

VI. Disclaimer

Refunds may be denied if disputes result from ambiguous or incomplete customer-provided information.

  Delays caused by force majeure (e.g., natural disasters, pandemics) exempt the seller from liability.

 

VII. Customer Acknowledgment

Placing an order constitutes acceptance of this policy. Customers are advised to:

l Carefully review design proofs and order details.

 

l Consult customer service before purchasing to clarify customization requirements.

 

 

VIII. Policy Updates

This policy may be revised periodically. The latest version will be published on the official website.

 

Important Notes:

 

l Customized products are unique; ensure thorough communication of requirements before purchase.

 

l Retain all communication records (e.g., chat logs, approved files) for dispute resolution.