Frequently Asked Questions
How does the custom pet portrait process work?
Upload a clear photo of your pet, choose your product, and place your order. Our team creates a custom design based on your pet photo and prepares it for production.
What kind of pet photo should I upload?
Please upload a clear, well-lit photo where your pet's face is easy to see. Front-facing photos usually work best. Avoid blurry, dark, heavily filtered, or cropped images.
Can I include more than one pet?
Yes. If the product option supports multiple pets, you can include more than one pet in the design. Please upload clear photos for each pet so we can capture their details.
How long does production and shipping take?
Because each portrait is custom-made, please allow time for both production and shipping. Production usually takes 5-8 business days, and estimated shipping time is 7-12 business days worldwide after your order has been handed to the courier. You will receive a shipping confirmation email with tracking information once your package has shipped.
Can I change, cancel, or refund my order?
You can request a cancellation and full refund within 72 hours of placing your order, as long as production has not started. After this window, custom-made pet portraits cannot be changed, canceled, returned, or refunded because each item is personalized for your pet. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos so we can help.
How can I contact you?
Need Help or Have Questions?
If you would like to cancel an order (within the 3-day window) or report a damaged shipment, please reach out to us through our official customer care channels:
Email: service@samesin.com
WhatsApp: +86 15240189836
(Our customer support team typically responds to all inquiries within 1-2 business days)
Where can I read your Terms of Service?
You can read our full Terms of Service on the Terms of Service page. It explains the conditions for using our website, placing orders, custom product cancellations, shipping, intellectual property, privacy, and contact information.