Custom made pet cushion | Frequently Asked Questions – Pet-Shion

FAQs

About Order Processing Time

For Customized Cushions: 

Our processing time for cushions takes approximately 2-3 days from when your order is placed. During peak season, please allow an extra 2-3 days for this. Our Production time include photo rendering, design review and approval, design revision, HD printing, cushion manufacturing and finally quality checking.  

For Customized LED Lamp: 
Our processing time for the LED Lamp takes approximately 4-5 days from when your order is placed. During peak season, please allow an extra 2-3 days for this. Our production time include photo rendering, engraving, quality checking and packaging.   


For other Customized products:
Our processing time takes approximately 2-3 days from when your order is placed. During peak season, please allow an extra 1-2 days for this. Our production time include customized printing, product manufacturing and quality checking.

About Shipping

What are your shipping charges?

We are currently offering FREE Standard Shipping for all our products. 

What is your Shipping time?
Your order will be shipped out once the order processing stage is completed.

Due to the current situation of Covid-19, all orders will take slightly longer to arrive. Please allow 2 to 3 weeks for the product to be delivered to your address (For some countries might take longer than others). Shipping time may vary depending on location, couriers and other factors such as customs etc.

We partner with commercial couriers and local post office for deliveries.

How do I track my order?

As soon as your tracking number is available, you will receive an email or a SMS containing the full details. You can also track your order on the "Track your order" page. If over 10 days have passed and you do not have a tracking number, please email us.

Note that you will receive multiple tracking numbers if your order is shipped in multiple parcels.

Are all items shipped together?
Depending on what you order, we may ship each item in its own separate parcel. We work with multiple partners and suppliers who specialize in specific products. This ensures a high quality of product for our customers.

Do you deliver to PO boxes?

Unfortunately, we do not deliver to a PO Box. We need a home or office address for delivery.

About Refund

Do you offer Refund if I do not like my products?
If you have ordered a Customized product which is specifically made for you, unfortunately all sales are final and we cannot offer a refund for these types of products.

If you are unhappy with your final photo render, and you provided photos that clearly follow our Photo Guide, we will do our best to make it right. If you provided photos that do not follow our instructions, we cannot offer a refund or replacement.
 
Can I cancel my order if I change my mind?
Order cancellations are permitted up to 24 hours after placing your order. Once our designers started on your order, unfortunately we cannot approve any cancellation after this time.

In some cases, we can cancel and refund an order beyond the 24 hour window (e.g. when our designers have not yet started working on your design, but this is rare. Please email us to enquire.)

Note: Any order that are in the production stage cannot be cancelled under any circumstances.

About my order

Can I change my order after purchase?
If you need to change your order, please get in touch with us within 24 hours of placing your order.

 

What if I received a wrong/damaged item?
If you receive a defective or incorrect item, we promise to replace it as fast as possible. Please report the issue to us via email and provide a photo evidence. We guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product.

We recommend that any defective products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.

How can I use the Discount Code?  

To enjoy a promotion, just enter the Discount Code received in the email at the Check Out page before making a payment.

About Printing (Cushions)

Can I print multiple animals on the same cushion?
Yes indeed! We know that some pets are inseparable, so of course we can print them together on one cushion. We do not charge extra for this service.

Can I print the full body of my pet or just the face?
We can print the full body or just the face of your pet.

 

Will you remove the background of the picture?
Yes, your pet is our focus, not the photo background. Our designers will remove the background from the image and create photo images based solely on your pet, unless you have a specific requirement to keep the background.

Can I see my final picture before printing?
Absolutely! We offer design previews and unlimited revisions on every single order. We will send you a photo preview via email before printing. Please remember to check your email inbox and approve the design at your earliest convenience.

We will only print once you are happy with the design.