Frequently asked questions

Please contact us by Instagram DM or through the form on our site (we are unable to reply to enquiries sent by email). Before you buy, DM PET DOT SHOP; after you buy, DM PET DOT CLUB — that is the fastest route. We are closed on Thursdays and Fridays, so a reply can take up to 72 hours.

We do not publish permanent discount codes. They are given individually to past customers, or to people who get in touch during a limited-time Instagram Stories campaign. Enter your code in the field on the checkout screen to apply it.

We accept credit cards (Visa, Mastercard, JCB and others). If you would like to pay by bank transfer, please contact us through the inquiry form in advance. Here we explain what to do if your payment is declined.

If your item arrives with a manufacturing fault or was damaged in transit, contact us within 7 days of delivery and we will exchange or remake it free of charge. If something breaks during use, send us a photo of the damage — where a repair is possible, we can carry it out for a fee.

If you cancel before we start the design, we refund your payment less a 5% transaction fee; once the design is finished but before production, the refund is 50%. Changing the item or the photo is free before the design stage, and chargeable once the design is complete.

Yes — we ship worldwide from Japan by EMS / International Mail. International shipping is a flat $20, and orders of $66 or more ship free. Allow roughly a week on top of the standard delivery time; exact times vary by region.

International orders ship from Japan by EMS / International Mail with tracking. Delivery times vary by region. We do not send an individual notice when your parcel leaves us (we contact you only if there is a delay). For any question about delivery, please get in touch through our inquiry form.

We select high-quality materials — genuine leather wallets, frosted glass mugs, synthetic leather keyrings and more — and make each piece carefully at our own atelier. Here we cover microwave and dishwasher use, whether we can print artwork you supply, and how to see a physical sample.

T-shirts and sweatshirts come in S to 3XXL; bottoms such as pajama pants come in S, M and L. We select high-quality materials, from 100% cotton to year-round polyester, in up to 20 colors. The inks we use meet safety standards for skin contact.

We keep your design data for one year. Just tell your designer by email or DM, and you can order a different item without resubmitting your photo. Because the initial design step is not needed, delivery is often faster than usual.

You can specify the crop you want — head only, full body, upper body and so on. If you send a high-resolution photo, details such as the texture of the fur and the color of the eyes are reproduced faithfully.

Our standard design is a dot pattern or a single-motif finish. Layout changes such as "one large motif across the whole item" or "placed in a specific spot" can be discussed as a special design request. You are also welcome to specify details such as fur length, or to leave the design entirely to us.

Dogs and cats of course, plus parakeets, hamsters, reptiles and almost any other animal. We also welcome photos of your children or family, and gift orders from people who do not have a pet themselves. Please note that we cannot accept images that infringe copyright or trademark rights, such as anime characters or celebrities.

Our standard design cleanly cuts out the background and isolates your pet. We can also work from your own illustration, a hand drawing, or logo artwork you supply. Color adjustment and retouching of your photo are included in the design process.

We recommend a photo where your pet's face is clear, bright and in focus. Over 98% of our pieces are made from smartphone photos, and a smartphone snapshot of an old printed photo works fine too. Here we explain how to combine two or more pets and which formats work best.

Payment is normally by credit card. If you run into trouble at checkout or would like to pay by bank transfer, please get in touch through our inquiry form. Receipts are issued electronically by default; if you would prefer a paper receipt, we can enclose one with your item.

After payment, you upload your photo and tell us your design preferences (added text, placement and so on) through a dedicated form. Once the form is submitted, your designer sends you a first proposal, usually by Instagram DM (or by email). Production starts once you have reviewed it and replied.

Because every item is made to order, we cannot accept cancellations after your order is complete, or returns and exchanges for reasons of personal preference. If your item arrives with a manufacturing fault — damage, a printing defect, or the wrong item — we will remake or exchange it free of charge right away.

Once the design is ready, we send you the finished image, usually by Instagram DM (or by email). One revision is free (background color, photo orientation, text content and similar). From the second revision onward, and for larger changes such as swapping the photo, a fee of $8–$12 per item applies.

Apparel (cotton and polyester) can be washed at home. Cotton items can be hand-washed or machine-washed in a laundry bag; polyester items can be machine-washed in a laundry bag. Leather, PVC and similar accessories should not be washed with water — wipe them with a dry, soft cloth, or clean them gently with a mild detergent.

Standard delivery is about 4 weeks after the design is approved. If you are in a hurry, rush options shorten this to 2 weeks, 1 week, or shipping in as little as 72 hours. Orders of $66 or more also ship free and are shortened to 2-week shipping at no additional charge.

We can ship directly to a friend's or family member's address. No delivery note or invoice showing the price is ever enclosed, and the shipping label carries both your name and PET DOT SHOP. Gift wrapping in our original paper is available from $4, so please make use of it.

Yes — photos taken at different times can be brought together into a single design. Different species such as a dog and a cat, or a combination with a child's drawing, are also possible. Our designers adjust the brightness and color balance of each photo by hand.

Photos taken on a smartphone, and even old printed photos, are more than good enough. Over 98% of the photos we work from are smartphone photos. Our designers correct and fine-tune the fur and the light in the eyes by hand on every piece, so you can order without worrying about image quality.

No photo editing needed on your side — a dedicated designer finishes each piece by hand. From making the fabric through to sewing, Japanese craftspeople handle every step at our own atelier in Tokyo. Materials are chosen per use case based on durability testing (polyester, synthetic leather, genuine leather, PU).