FAQs

Got a question or concern? Check out our handy FAQ guide below to see if we have your answer. If you can't find what you're looking for, our support team will help.

About Customization

Do you have pets?

We can create custom designs for any animal, regardless of species or breed. To date, we have created one-of-a-kind masterpieces for dogs, cats, birds, horses, mini pigs, and even hedgehogs!
Our artists are extremely talented and are able to create custom creations for any animal on the planet.

Will you send proofs or previews before making my product?

Since most of our custom products are handmade, we do not offer previews or proofs.
But don't worry! All customers will be able to preview the work and make any requested changes via email once the product is complete.
If the photos you provide do not look optimal, we will contact you to reshoot them. Please be sure to click here to review the image guidelines.

Is my photo good enough to use?

If you've followed our photo guidelines, your photos are likely good enough to use.

1. Take photos in a well-lit area. It's best to use no filters and natural light.
2. Shoot close, showing your pet's ears, head, neck, and chest. This will allow us to better capture the pet's face. Photos of your pet lying down are less than ideal.
3. Avoid taking overhead or blurry photos.

We have a dedicated team that checks photos when orders are placed. If there's an issue with your photo, we'll let you know quickly by email.

If we do need new photos from you, this may add a few days to your delivery time.

Please check our Image Guidelines for more information.

Does the background of my photo matter?

No, it shouldn't matter. If there's a lot of stuff in the background, don't worry. Of course, a clear background is better. But don't get hung up on it! It doesn't really make a difference.

Can I change my order?

You can change your order within 24 hours. If you placed your order more than 24 hours ago, we cannot guarantee that you can change it.

What is Skip the Line?

"Skip the Line" is an optional add-on service that pushes your custom work to the front of our order queue. By queuing up early, your work will be completed and delivered faster than orders without this option. Please note that this does not affect shipping speed or delivery time.

Shipping and Payment

What are the shipping times and prices?

We offer free worldwide shipping on all orders over $100.

For orders under $100
US: $9.95;
Canada, Australia, UK: $9.95;
Europe: $9.95;
Rest of World: $17.95.

Your artwork can be completed within 3-10 days of your order. We will ship it within 1-3 days after you confirm that your artwork is correct.

Shipping time for US orders: Expect 7-15 business days from the date of shipment.

International orders: Expect 7-20 days from the date of shipment.

During peak holiday season, delivery times may be longer, up to 4 weeks.

All orders are tracked.

Please allow longer shipping times during seasonal shopping periods.

I ordered multiple items, will they be delivered together?

While we always aim to ship your items together, occasionally one item in your order will be completed early and shipped first.

Will I get a tracking number?

All orders come with tracking and you will receive a tracking number and delivery updates via email.

Why doesn't my tracking number work?

Don't worry, it may be that the system cannot query the individual order number. Send an email to our support team and we will tell you the location of the order.

Why was my order returned to sender?

Sometimes, orders are returned to the sender because no one is home to sign for the package.

Other reasons for returns include an incomplete delivery address or incorrect contact details.

We will ship it back to you at no charge. Don't worry, you will receive your order!

What payment methods do you accept?

We accept all major debit and credit cards including Visa, Visa Debit, Mastercard, American Express and more.

Returns/Refunds

What if I don't like the product?

We are 100% committed to making sure you love your work!

We will notify you via email when your work is complete. You have 3 days to send us a request for revisions or approval to print. If we do not hear from you after 3 days, we will consider the work approved and proceed with printing.

We are proud to offer free alterations so that you can enjoy your gift worry-free.

Do you offer refunds?

Since your order is 100% unique and tailor-made for you and your pet, we do not accept returns/refunds.

If you have any questions about your order, please let us know and we will resolve it for you.

Remember, we offer work confirmation and modifications to ensure you are 100% satisfied before delivery!

Customer Support

Can I cancel my order after I place it?

Due to the custom nature of our custom products, we process every order as soon as we receive it.

To cancel your order, you must email serve@sunoneone.com within 30 minutes of placing your order and we will process a refund at our discretion. After 30 minutes, you will not be able to cancel your order.

How long do I have to wait for a response to my email?

You should receive a response within a few hours.

During busy times, such as the holiday shopping season, please allow 24-48 hours.

How will I know when my work will be ready for review?

Your artwork will be completed within 3-10 days of ordering. If you have selected expedited production, you can preview your artwork within 2-7 days. You will be notified by email when your artwork is complete. Please review your artwork within 3 days of receiving the completed item. If we do not receive an approval or edit request within 3 days, we will automatically approve your artwork and begin packaging and shipping.

I entered the wrong address, what do I do now?

If you misspelled or filled in the wrong address automatically, just reply to the order confirmation email and confirm it. After re-confirming the address, please notify us by email. If the address is incorrect, we will change it for you within 24 hours. Submitting an incorrect address will result in the package being lost and not successfully received, and no refund will be given after the sale.

Can't find your answer?

If you can't find your answer, please fill out the form below and a member of our team will get back to you within 24 hours. You can also email us at serve@sunoneone.com.