Frequently Asked Questions.
01. What are the shipping times for customized products and standard products?
Customized products require 3-7 business days for production before shipping; standard products typically ship within 24 hours after ordering (extended by 1-2 days during holidays). All orders will receive shipping notifications and production updates via E-MAIL.
02. Can design drafts for customization services be modified?
Free modifications are available within 12 hours after design confirmation, after which a 30% modification fee will apply. Standard products don’t support personalization but qualify for 7-day no-reason returns (items must be unused and intact).
03. Can customized and standard products be combined in one shipment?
Orders placed the same day will automatically combine for shipping; orders from different dates can request merging in “My Orders”. Standard products will be held during custom production,
04. How is product material safety ensured?
Custom products use food-grade stainless steel, eco-friendly leather, etc.; standard products are FDA-certified and BPA-free. Third-party test reports are available for all products.
05. What are the return policy differences between customized and standard products?
Unproduced custom items qualify for full refunds; completed custom orders can’t be returned unless defective. Standard products allow 7-day no-reason returns, with free returns and shipping compensation for quality issues.
06. How to check order production and shipping progress?
Log in to “My Orders” for real-time updates: customized products show design/production stages; standard products display packing/shipping status. Alternatively, contact customer service at info@petwk.com.