FAQ
What is your guarantee and return policy?
Due to the nature of custom-made and personalized items and custom stationery products, cancellations and returns will not be permitted.
Return Policy, Damaged Items: If you received damaged items from Personalized Pooch, we will send replacements. If the damage was due to improper handling by the shipper, or poor packaging, we require that you hold onto the damaged items and the packaging, as the shipper may want to inspect them before issuing Personalized Pooch an insurance check.
What forms of payment do you accept?
Personalized Pooch accepts Visa, MasterCard and Discover.
What kind of photos should I provide?
Details of the pet's face need to be clear. Blurry photos or photos taken from a great distance are hard to work with. Be sure that photos are not too dark or too light to see definition.
How many photos should I provide?
Please provide two photos, a first and second choice. Head shots are best for most products.
If you aren't able to upload photos through our shopping cart, email or mail us your photos.
Email photos to:
photos@personalizedpooch.com
Mail photos to:
Personalized Pooch
520 Washington Ave. North
6th Floor
Minneapolis, MN 55401
What are your digital photo requirements?
Acceptable digital file formats are JPEG and TIF – we reserve the right to request a file format. For digital files, the minimum resolution is 300 dpi. Photos taken with digital cameras, when set on the highest quality setting, will usually suffice. The quality of the final product will be dependent on the quality of the photo or digital image. Images may be cropped in order to make them fit properly. We need to allow for flexibility in placing the photo on your selected product. For best results, provide your pet's photo in the same layout that will fit the product selected i.e. a vertical or portrait photo for vertical products and a horizontal or landscape photo for a horizontal product. We can convert a color image to black and white or to sepia.
By submitting your order, you represent to us that you either own the image or that you have permission from the copyright holder or other owner to reproduce the image, and that our reproduction of the image will not violate the rights of any other person. Also, by submitting your order you agree to indemnify us and defend and hold us harmless from all actions, liabilities, damages, losses and expenses, including, but not limited to, attorney’s fees and costs, arising out of or relating to:(a) our possession or reproduction of the image and (b) any breach of your representations in the previous sentence.
Will my photo be returned?
If you mail your photo to the above address, photos will be returned ONLY if requested. If not requested, we will keep your photos in your customer file.
What if I do not have a digital photo or file?
You may send a photo to us via email attachment or by mail (any shipping method). We will NOT return photos unless requested to do so.
Email photos to:
photos@personalizedpooch.com
Mail photos to:
Personalized Pooch
520 Washington Ave. North
6th Floor
Minneapolis, MN 55401
What is a proof?
A proof is a preview of your photo. Every item MUST have a proof. Proofs will be emailed (or faxed or mailed if requested). Colors may vary on individual products.
How long will my proof take?
If photo is to be used as given to Personalized Pooch, allow four days for proof. If any changes are requested, please allow 1 – 2 weeks for proof.
Can I have a custom design?
Our talented staff can create anything you can dream up. Please contact us for a quote. We can change colors, use multiple photos to create a collage, create custom art to add to your photo, delete or add backgrounds, etc.
If I want a caricature drawn; what information do you need?
Please provide at least two photos. If possible, the photos should be from different views and with different expressions. If more than one person or pet is to be included in the caricature, individual or group photos are fine.
Please include the following information:
- Subject’s hair color
- Subject’s eye color
- Theme of the artwork
- Any props to be included (i.e. bone, collar, toy, etc.)
What if I don’t see the product I am looking for?
Please contact us with your request. We will search for the perfect product to fill your request and get back to you with options.
How long will my order take?
Please see individual descriptions for time frames. Time frame begins once your proof is approved.
Can I put my photo, caricature or custom design on multiple products?
We can use your photo or design on any one or all of our items. We will keep you photo or design on file, so it can be used again and again.
Please email or call with any questions.