1. Make sure the photo is taken in good lighting, outdoor and daylight is best

2.Try to take the photo at eye level with your pet, you pet don't need to be looking at the camera

3.Try to get a close up so we can see your pet's unique features

4.Take a photo of your pet without any other animals in the shot, one pet per photo

5.Make sure the photo is not blurry

Upload better photos, get better products.
When taking pictures of pets, please follow these steps! If you can’t follow the steps correctly, don’t worry! We have an enthusiastic team responsible for checking all orders and photos received. If your photos do not meet our standards, we will let you know and assist you in choosing a more suitable photo! You can send your pet photos to sales@thepetpillow.com also.

How to order multiple customized pet gifts with different pet photos & quotes in your order:

Step 1. Choose options/upload photos for the first product and click "Add to Cart"

Step 2. Click Navigation or search button to find the second product you want to order

Step 3. Repeat step 1. and step 2. till all the customized pet gifts are in your cart, then go for checkout.

 

 

 

Which countries Thepetpillow provides shipping service?

The Pet Pillow, based in China, currently provides shipping to almost all countries, including United States, Canada, United Kingdom, Ireland, Norway, Germany, Netherlands, France, Spain, Portugal, Austria, Denmark, Sweden, Finland, Italy, Switzerland, Belgium, Luxembourg, China (including Hong Kong and Taiwan ), Japan, South Korea, Australia, New Zealand and Mexico. Please note that Jordan, India and United Arab Emirates are not included. If pet owners in other countries want to purchase from The Pet Pillow, please send an Email to us at first and we will offer you the accurate quote with shipping cost, for that The Pet Pillow ship to customers worldwide.

How much for the shipping fees?
1. Standard Shipping
Free Standard Shipping: Free Shipping, For the order value over USD69.

Standard Shipping: Shipping fee as USD6.99, For the order value less than USD68.99

 

Shipping method

 

How long will the shipment take?

At thepetpillow.com, we value every single customer. As customer satisfaction is always our top priority, we offer various shipping options to suit every customer.

Generally it takes 15~25 Business days for your order to arrive.

Total Delivery Time = Processing Time + Shipping Time. All at Business Days.
Processing Time: 3~7 Business Days
Shipping Time: 10~18 Business Days

Shipping Timesale

Country	Carrier	Shipping Timescale(Business Days)
US	UPS/DHL/USPS/Yun Express/SF Express/Yanwen Express	90% of orders arrive 10 days after despatch
UK	RM	95% of orders arrive 10 days after despatch, and almost all within 12 days*
CA	Canada Post, Yun Express/SF Express/Yanwen Express	95% of orders arrive 12 days after despatch
AU	Fastway/ Auspost /Yun Express/SF Express/Yanwen Express	90% of orders arrive 10 days after despatch
NZ	Fastway/Nzpost/4PX	95% of orders arrive 12 days after despatch
DE	DHL/Asendia	95% of orders arrive 10 days after despatch
France	DHL/Asendia	95% of orders arrive 12 days after despatch
IT	GLS	95% of orders arrive 10 days after despatch
BE	DHL/Asendia	90% of orders arrive 12 days after despatch
NO	DHL/Asendia	90% of orders arrive 17 days after despatch
ES	DHL/Asendia	90% of orders arrive 12 days after despatch
Other Country	DHL	90% of orders arrive 18 days after despatch

Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control.

 

Do I need to pay the tax?

Information below is for reference only, and The Pet Pillow takes no responsibility for the information provided.

	General Custom Duty and VAT Information
United States	Single Order<800 USD, No Custom Duty & Sales Tax
European Union Countries	All Order, VAT Required, Custom Duty Required if Applicable
United Kingdom	Single Order<18 GBP, No Custom Duty & VAT
Canada	Single Order (Goods Value, International Shipping Cost Needs to Be Removed)<20 CAD No Custom Duty & VAT
Japan	Single Order<16,666 JPY, No Custom Duty & VAT
Mexico	Single Order<50 USD, No Custom Duty & VAT
Australia	Single Order<1000 AUD, No Custom Duty & VAT
New Zealand	Single Order<800 NZD, No Custom Duty & VAT

 

If there are any further questions, please Email to sales@thepetpillow.com.

 

Return and Refund Policy:

Thank you for choosing thepetpillow.com. Our Return and Refund Policy is designed to provide you with a seamless experience when it comes to returns and refunds. Here's what you need to know:

30-Day Returns, Exchanges, and Refunds Policy:
Our aim at thepetpillow.com is to ensure your complete satisfaction with your purchases. If, for any reason, you are not satisfied with your items, you have the option to return or exchange them within 30 days of receiving your order. We offer a full refund, including the shipping fee you paid, or the choice to exchange your items.

Cancellation Policy:
If you need to cancel your order, please notify us within 12 hours. Once your order has been processed and/or shipped, we regret to inform you that we cannot cancel it. However, you can still return it once it arrives.

30-Day Full Coverage Return/Exchange Policy:
We take pride in the quality of our products and offer a 30-day Full Coverage Return(including the shipping fee you paid)/Exchange Policy for the following reasons (Return fees responsible by thepetpillow.com):

• The picture rendering or lettering is blurred.
• You receive any damaged items.
• The size of the item you receive is incorrect or there is a mismatch.
• You receive any defective or incorrect items.
• The information provided for product customization does not match or there is any error in customization.

Please contact us within 30 days of receiving your order and email us at sales@thepetpillow.com with a clear picture or video of the damage. The item must be in its original condition, unworn, and unwashed. We will file a claim with the carrier or check with the warehouse and provide you with a brand new replacement at no additional cost. We will be responsible for return postage fees and replacement fees.

We offer a 30-day Return/Exchange Policy for the following reasons (Return postage fees and replacement fees responsible by the buyer):

• Incorrect color, size, or material chosen by the customer.
• Partial returns or exchanges of products that are part of a set item.
• Non-quality issues for personalized products.
• Personal reasons such as a change of mind or personal taste.
• Conditions for Returning an Item(s):
• To be eligible for a return, merchandise must be in its original condition, unworn, and unwashed, without fragrance and makeup residue. All tags must be intact on all returned merchandise. Please keep the original packaging and ensure all parts related to the product are included.

Return & Exchange Service Procedure:
After you receive confirmation from our customer service, please send the product along with the order number and product name. A tracking number of the returning parcel is required. We will deal with the product exchange or refund after we receive your returning parcel.

Step 1. Contact Customer Service to Request Return Details:
To initiate a return, please contact our Customer Service via email at sales@thepetpillow.com to request return details. Please include the order number, product name, a clear picture or video of the damage in your email.

Step 2. Approval Notification:
You will receive a confirmation email from our Customer Service once your return request is approved.

Step 3. Pack and Send the Package:
Pack the item(s) you wish to return and ship it to the following address:
Room 502, 5th Floor, Building No.2 Beichenshiguangli, No.357 Gushan Road, Wangyue Street, Yuelu District, Changsha City, Hunan Province, China, Zip Code: 410000.
Please include the order number and product name in the returning parcel. Please send the tracking number for the returning parcel to us by email: sales@thepetpillow.com.

Step 4. Refund Processing:
Refunds will be processed within 2 business days of receiving your item(s). You will receive an email notification once your refund is processed. Please note that the refund may take up to 7 to 10 business days to be credited to your account, depending on your financial institution.

Precautions for Return and Exchange:
To ensure a smooth return process, please keep the following precautions in mind:

1. The items being returned must be in their original condition, unworn, and unused.
2. In the case of personalized products, please notify us within 12 hours if you need to cancel, modify, or replace the personalized content. We provide a complimentary replacement of personalized content within this timeframe. However, after 12 hours, a production fee of 20% of the product price will be charged. This fee covers the immediate production of customized products to ensure timely delivery.
3. Unfortunately, coupon codes used for the original purchase cannot be reinstated once the return has been processed.
4. We reserve the right to update this policy at any time. Any changes will be communicated through updates on this page.

If you have any questions or require assistance regarding our policies, including cancellations, our friendly customer service team is available to assist you, please contact us freely through below form or send an email to sales@thepetpillow.com