Q: What kind of service is PET DOT SHOP?

A: PET DOT SHOP is an online shop that creates one-of-a-kind original goods based on photos and illustrations of your beloved pets. We help you capture memories of your pet and add color to your everyday life.

Q: How is PET DOT SHOP different from other companies?

A: There are three things that set PET DOT SHOP apart from other companies. First, our experienced designers create each and every design to bring out the best in your pet. Second, we don't just print on ready-made products; we create each item individually, from the fabric to the sewing. Third, we are committed to quality, paying attention to every detail, from the materials to the shape.

Q: Can you create custom photos of any pet?

A: We cater to most pets, including dogs, cats, birds, small animals, and reptiles.

Q: Can I order custom illustrations of my pets?

A: Yes, we can create custom illustrations of your pets. We can work with both hand-drawn and digital illustrations, so please feel free to contact us.

Q: What is the purpose of using PET DOT SHOP?

A: It's used not only for personal use, but also as a gift for friends who own pets, for celebrations, and as a birthday present for pets, among other occasions.

Q: Can I use a child's drawing of my pet as merchandise?

A: Yes, we also welcome drawings of pets made by your children. We will create a one-of-a-kind, heartwarming original item.

Q: Can people who don't own pets use this service?

A: Of course. You can use them for various purposes, such as gifts for animal lovers or designs featuring pets.

Q: What kind of people use PET DOT SHOP?

A: We serve a wide range of customers, including those who cherish their pets as family members, those looking for a special gift, and those interested in creative designs.

Q: Are PET DOT SHOP products made in Japan?

A: We handle both design and production in our workshop in Tokyo. We are committed to providing high-quality products, paying close attention to every step of the process, from design to production and delivery.

Q: Why are custom-made goods so popular?

A: Custom-made goods are popular because they allow you to create a sense of "specialness" and "memories" that you can't get from mass-produced items. We believe they are chosen as items that deepen the bond with your beloved pet and bring joy to your daily life.

Q: What kind of photos should I choose?

A: We recommend a bright, clear photo where your pet's face is clearly visible. A photo that is in focus and has minimal shadows will result in a better finished product.

Q: Are photos taken with a smartphone acceptable?

A: Yes, photos taken with a smartphone are perfectly fine. Over 98% of the photos we receive are taken with a smartphone.

Q: What level of photo quality is required?

A: Photos with a resolution of 300dpi or higher are sufficient. Smartphone photos are generally fine. Even taking photos of old paper photos with your smartphone is generally acceptable.

Q: Can you edit the background?

A: Yes, we generally do not use backgrounds other than pets. We will finish the image to match the base color you have selected.

Q: If there are multiple animals, do I need to include them all in one photo?

A: No, it's fine to send individual photos of multiple pets. However, please be aware that if the colors in the photos are too different, the final result may not be what you expect.

Q: Can you also design the background for my pet's photo?

A: Generally, this is not possible. However, upon request, we can include a specific background in the design for an additional fee.

Q: Can you adjust the brightness and color of the photos?

A: Yes, during the design process, we adjust the color and brightness of the photos to be suitable for the merchandise. We strive for a natural finish.

Q: Will the photos I sent be returned to me?

A: The photos you send will be saved as digital data and will not be returned as a general rule.

Q: How do you handle photos that contain personal information?

A: The photos you provide us will not be used for any purpose other than the production of custom-made goods, and will be kept strictly confidential.

Q: What is the recommended format for submitting photos?

A: We recommend JPEG (.jpg) and PNG (.png) formats. However, as long as the image is verifiable, there are no specific format requirements.

Q: What kinds of goods can be custom-made?

A: We handle a wide range of items, including T-shirts, pajama pants, eco bags, wallets, sweatshirts, tote bags, mugs, smartphone cases, keychains, cushions, blankets, tissue covers, and more.

Q: Please tell me about the materials used for each item.

A: Detailed material information is provided on each product page. For example, we select high-quality materials such as 100% cotton for T-shirts and genuine leather for wallets. Please check the details page for each product.

Q: What is the size range for your apparel products?

A: We offer a wide range of sizes for apparel such as T-shirts and hoodies, from S to 3XXL (excluding some items). Please check the size chart provided for each product.

Q: Which smartphone models are compatible with your smartphone cases?

A: It supports a wide range of devices, from major iPhone models to some Android models.

Q: Are the mugs microwave and dishwasher safe?

A: The mug is not microwave or dishwasher safe. Please check the product details page for more information.

Q: How durable are the various items?

A: We select materials that are durable enough to withstand everyday use. Please check the handling instructions for each product to ensure long-lasting use.

Q: What material are the pajama pants made of?

A: It uses polyester with excellent colorfastness. It's a material that can be used in both summer and winter.

Q: How much do the various items weigh?

A: We list the approximate weight on each product page. For example, a mug weighs about 300g, and a T-shirt weighs about 200g, although this varies depending on the size.

Q: Can you print on items from a specific brand?

A: Unfortunately, we cannot do that. We do not offer a service to print on items brought in by customers.

Q: Can I choose the color of the item?

A: Yes, we offer 20 color variations for many items. Please check each product page for details.

Q: Are the items waterproof?

A: It depends on the item. Mugs and smartphone cases are waterproof, but T-shirts and cushions are washable. Please check the care instructions for each product.

Q: Is the ink used to print on the various items safe?

A: Yes, we use safe inks that are considerate of human health and the environment. In particular, the inks used in our apparel products meet standards that are safe even if they come into contact with the skin.

Q: Are there any plans to add new items?

A: Yes, we regularly add new items to meet customer requests and current trends. We also share the latest information on Instagram.

Q: Is it possible to place a large order?

A: Yes, it is possible. We also accept large orders for events, souvenirs, etc. Discounts are available depending on the quantity, so please contact us if you would like a quote.

Q: Can I see a sample?

A: We do not provide individual samples. Please refer to our product page and Instagram for examples of our work.

Q: Which delivery company is used?

A: We mainly use Japan Post and Sagawa Express. We select the most suitable shipping method based on the size of the ordered items.

Q: Can I check the delivery status?

A: Generally, this is not possible. Delivery will be made according to the deadline we inform you of when the design is completed. However, if the delivery date changes significantly, or if the product does not arrive by the scheduled delivery date, we can investigate. Please contact us separately.

Q: If I order multiple items, will they be shipped together in one package?

A: Yes, we will ship items together whenever possible. However, depending on the type and size of the items, they may be shipped in multiple packages.

Q: Can you ship to an address different from my own?

A: Yes, it is possible. Please specify your desired delivery address when placing your order. It also makes a great gift.

Q: Is it possible to return or exchange the item?

A: We do not accept returns or exchanges due to customer reasons. We take every precaution to ensure the quality of our products, but if there is a defect on our part (damage, design error, etc.), we will respond promptly.

Q: What happens if there is a problem with the product I receive?

A: Please contact us with specific details and photos within 7 days of receiving the product. We will promptly investigate and arrange for an exchange or refund.

Q: What should I do if I receive a product different from what I ordered?

A: We are very sorry. Please contact us immediately. We will resend the correct product.

Q: What happens if I'm away for an extended period and can't receive the product?

A: If the delivery company's storage period expires, the product will be returned to us. Please note that additional shipping charges will apply for reshipment.

Q: Do you ship internationally?

A: Yes, it is possible. If you enter your address, you can also check the shipping costs for each region.

Q: Can I specify the delivery date and time?

A: This is possible for an additional fee. Please specify your desired delivery date and time when placing your order. However, please note that we may not be able to meet your request due to weather or traffic conditions.

Q: Please explain the process from ordering to receiving the product.

A: The process is as follows: ① Select product/order → ② Submit photos → ③ Design creation/confirmation → ④ Product production → ⑤ Shipping/delivery. Please check here for details.

Q: How long does the design process take?

A: Generally, we will respond within one week from the submission of photos to the initial design proposal. Depending on the time of year, it may take up to two weeks. However, in all cases, the process is structured with the assumption that we will deliver within the deadline you initially selected.

Q: How long does it take to produce a product?

A: Production will begin approximately two weeks after the design is completed. However, this will be subject to the delivery date selected at the time of order.

Q: How long does it take from ordering to receiving the product?

A: Normally, orders are shipped 4 weeks after they are placed. If you need it urgently, you can use our expedited shipping service.

Q: If I order multiple items, will the delivery date change?

A: No change. We will deliver according to the delivery date selected at the time of order, regardless of the number of items ordered.

Q: Can I change the photo after placing an order?

A: Changes are possible before design production begins. After production starts, additional charges will apply. Please contact us as soon as possible if you wish to make changes.

Q: How is the design reviewed?

A: We will send you a completed image via email. The first revision is free of charge (some revisions, such as changing photos, may incur a fee). Subsequent revisions are also available for a fee.

Q: Is it possible to check the production status?

A: No, we cannot. Production will proceed sequentially according to the estimated delivery date that will be communicated once the design is complete.

Q: Can I cancel?

A: Generally, this is not possible. However, if it is before design production begins, we may be able to offer a 5% fee depending on the circumstances. Please note that cancellations after production has started or after the design has been finalized are generally not accepted.

Q: Can I change my order after it has been confirmed?

A: As a general rule, you cannot change your order after it has been confirmed.

Q: What kind of design can you create?

A: The basic design will be either a polka dot pattern like the sample shown, or a single accent design. Sample designs are posted on each product page, so please be sure to check them before ordering.

Q: Can I specify the design style and image?

A: If you request it when submitting the photos, we can incorporate your ideas into the design. For example, if you have a pet with long fur, please let us know how far you'd like the fur to extend, and we will use that as a basis for the design.

Q: Can I include my pet's name or a message?

A: Yes, it is possible. We can include your pet's name, birthday, thank you message, or any other text you like in the design. Generally, this will incur an additional charge, but it is included in the basic price for some items such as T-shirts.

Q: Can multiple pets be featured on a single product design?

A: Yes, it is possible. Each product has a set number of subjects that can be used within the basic fee (one or two). If you choose two subjects, there is no additional charge even if they are of different types. If you wish to use more than the standard number of subjects, an additional fee will apply, but we can accommodate that.

Q: Can I specify the design area, such as just the face or the whole body?

A: Yes, you can specify the area. We will crop the best portion of the photo to fit your desired area and design it accordingly.

Q: Can I leave it to the designer?

A: Yes, you can leave it to us. Our designer will select the area from the photos you send us and make a proposal. However, if you wish to change the area of ​​the subject from the designer's proposal, an additional fee will be charged. If you have specific preferences, we recommend that you specify them in advance.

Q: How many design revisions are included in the free revisions?

A: After the initial design proposal, we will make one revision free of charge. Additional charges will apply for the third revision or any significant changes.

Q: How do I submit a request for revisions?

A: Please reply to the email we send you with the design proposal attached, specifying the revisions you would like made. It would be helpful if you could be specific, such as "I would like to change part XX to YY."

Q: Can I cancel my order if I don't like the design?

A: Generally, this is not possible. However, if you are not satisfied with the design, we will make revisions.

Q: Can I reuse a design I created previously?

A: Yes, it is possible. We keep the design data from your previous orders, so please let us know when you place your order again.

Q: Can I incorporate my own illustrations or logos?

A: Yes, if you provide us with your own illustrations or logo data, we can incorporate them into the design.

Q: How many design options can you provide?

A: Basically, we propose one design option, and then we make revisions until it's final. If you require multiple options, there will be an additional charge.

Q: Can you adjust it to suit a specific item?

A: Yes, we will adjust the layout and design to best suit the shape and characteristics of the items you order, such as T-shirts and mugs.

Q: What happens to copyright related to the design?

A: The copyright to the designs created belongs to our company. You may enjoy the merchandise for personal use. If you wish to use it commercially, please contact us separately.

Q: How accurate is the reproduction of details such as the fine texture of the fur and the color of the eyes?

A: If you provide high-resolution photos, our designers will strive to capture and reproduce the finest details as accurately as possible.

Q: How much do the various items cost?

A: The fees are clearly stated on each product page. Design fees are included in the product price.

Q: Is there a separate design fee?

A: No, the basic design fee is included in the product price. Unless there are special designs or additional modifications, there will be no extra charges.

Q: What payment methods are available?

A: Payment can be made by credit card (Visa, Mastercard, JCB, American Express, etc.) or bank transfer.

Q: Is installment payment possible?

A: If you pay by credit card, you may be able to choose installment payments according to the card company's regulations. PET DOT SHOP does not offer an installment payment function directly.

Q: Is it possible to get a receipt?

A: Yes, it is possible. If you request it when placing your order, we will issue an electronic receipt.

Q: How much is the shipping fee?

A: Delivery fees range from 1,000 yen to 2,500 yen + tax depending on the region. Also, regardless of the region, orders of 10,000 yen + tax or more in a single order qualify for free shipping.

Q: Are there any cases where additional charges will be incurred after the order is completed?

A: Yes, we do. Additional charges will apply for specific options and special requests, such as revisions beyond the first time, significant design changes, expedited delivery, and gift wrapping.

Q: How are the charges calculated?

A: The total payment will be the sum of the product price + shipping fee + option fees (if selected). The estimate will be calculated automatically, so please check it in your shopping cart.

Q: Are there any coupons or discounts?

A: Generally, we don't offer discounts on products. However, we do occasionally offer discounts on our products.

Q: Is the security of payment information guaranteed?

A: Yes, we use Square's secure payment system, and your credit card information is strictly protected.

Q: I'd like to send this as a gift directly to you. Will any information indicating the price be included?

A: No, when sending directly as a gift, no invoice showing the price will be included with the product. Please rest assured.

Q: Can you do gift wrapping?

A: Yes, we offer gift wrapping for an additional fee. Please purchase it when placing your order.

Q: Can I include a message card?

A: Unfortunately, we are unable to assist you with this request.

Q: What occasions would you recommend this as a gift for?

A: It's perfect as a special gift for various occasions such as birthdays, anniversaries, Christmas, Mother's Day, Father's Day, housewarmings, get-well gifts, and thank-you gifts.

Q: I'm worried about whether the recipient will be happy with the gift.

A: For anyone who owns a pet, personalized merchandise featuring their pet would make the perfect gift. We create each item with care and attention, so please rest assured.

Q: I'd like some gift ideas.

A: I have many examples of my work posted on Instagram, so please take a look for reference.

Q: What should I do if I want to give gifts to multiple people and each one has a different design?

A: You can specify design data for each product. Bulk orders are also possible. Please add the desired number of items to your cart and proceed with the checkout process.

Q: Do you have any recommended items for gifts?

A: Leather goods such as cosmetic pouches and glasses cases, as well as fabric goods such as eco bags, pajama pants, and blankets are recommended. Also, if you know the recipient's preferences, golf club covers are a popular choice.

Q: I want to prepare a surprise gift, but how should I include a photo of the pet?

A: To avoid the other person finding out, we recommend either secretly taking a picture of your pet beforehand or choosing a picture from publicly available photos on social media, etc.

Q: Can I order merchandise featuring photos of multiple pets in a single order?

A: You can purchase products featuring photos of multiple pets in a single order. After completing your order, you can specify in detail which pet's photo you want to use for which product using the dedicated form we send you. Also, as long as the total amount meets the eligibility requirements, you will be eligible for various special offers and promotions, so please rest assured.

Q: I need this urgently as it's a gift. Will it arrive in time?

A: By using our expedited delivery service, we can deliver your order faster than usual. We can ship your order as early as 72 hours after you complete your order.

Q: Is membership registration required?

A: You can place an order without registering as a member. However, if you register as a member, you will be able to check your order history on your My Page.

Q: I can't log in. What should I do?

A: If you have forgotten your password, you can reset it from the "Forgot your password?" link on the login screen.

Q: I want to change my registered email address or address.

A: After logging into My Page, you can change it yourself from "Account Settings".

Q: I would like to check my order history.

A: After logging into My Page, you can check your past orders under "Order History".

Q: How can I contact you?

A: Please contact us using this inquiry form. We usually respond within 24 hours.

Q: Could you tell me about your business hours?

A: You can place your order online 24 hours a day. There will be a period of temporary closure during the New Year's holiday season.

Q: Do you have an email newsletter?

A: No, we don't.

Q: Does PET DOT SHOP have any social media accounts?

A: Yes, we post the latest information and examples of our work on Instagram, X (formerly Twitter), and TikTok. Please follow us!

Q: Please tell me about your personal information protection policy.

A: We handle our customers' personal information appropriately under a strict management system.

Q: I would like to share my thoughts and requests regarding the service.

A: We always welcome your feedback and suggestions. Please feel free to submit them through our contact form. We will use them to improve our services in the future.