Help & Advice

Clear, well-lit photos usually work best. Choose a photo that shows your pet's face, eyes, markings, and expression. Natural light and a front-facing angle often make it easier to create a keepsake that feels personal and recognizable.

• Use the clearest photo you have.
• Choose a photo where the face and eyes are visible.
• Avoid tiny screenshots, heavy blur, dark shadows, or strong filters when possible.
• If you are unsure, contact us before ordering or upload the best available photo.

Older photos can work if your pet is still clear enough to see important facial features, markings, and expression. A slightly old photo is often fine.

If the image is very blurry, dark, cropped, or too small, we may contact you before production where possible.

We do not promise that every photo can be used. The better the image, the easier it is to preserve the details that matter.

Production usually takes 3-15 days. Some special custom products may take longer depending on the item and order details.

If you need to change your photo, order details, or request a cancellation, please contact us as soon as possible after placing your order. Changes or cancellations may be possible before production starts. Once production has started, changes, photo updates, or cancellations may not be possible.

If tracking shows an issue or your order has not been delivered, please contact service@samesin.com. We will help review the tracking status and coordinate with the local carrier where possible.

If your item arrives damaged, incorrect, or defective, please contact service@samesin.com within 3 days of carrier-confirmed delivery. Please include your order number, photos of the product, outer packaging, inner packaging, and shipping label.

After review, we will arrange one free replacement, including replacement shipping, when the claim is approved.