FAQ

Frequently Asked Questions

1. Ordering & Customization

How do I place an order?

Ordering is simple:

Upload a clear photo of your pet on the product page.
Enter the personalization details requested for your chosen design.
Select your preferred size and color.
Add your item to cart and complete checkout.

We'll transform your photo into a custom embroidery design and carefully stitch it onto your item.

What pets do you accept?

We create custom embroidery for dogs, cats, bunnies, guinea pigs, and other beloved pets. Available pet types may vary depending on the design, so please check the individual product page before ordering.

What kind of photo should I upload?

For the best result, choose a clear, well-lit photo where your pet and the features you would like included in the design are easy to see.

Avoid blurry, very dark, heavily filtered, or extremely low-resolution photos whenever possible.

Can I see a preview of my design before production?

To keep our made-to-order process efficient, we do not automatically provide digital previews before production.

Each photo is individually reviewed and transformed into custom embroidery artwork before your item is stitched.

Can I change or cancel my order?

Because every item is custom-made, changes or cancellations can only be accommodated before production begins.

If you need to make a change, please contact us at contact@stitchmory.com as soon as possible after placing your order. Once production has started, we may no longer be able to modify or cancel the order.

2. Production & Shipping

How long does production take?

Our standard production time is 3–7 business days. Each order requires time for design preparation and embroidery before it is ready to ship.

Production time is separate from shipping time.

Where are orders shipped from?

Our personalized products are made to order and shipped from our production facility in Vietnam.

How long does shipping to the United States take?

Estimated shipping time to the United States is typically 5–7 business days after production is completed.

Shipping times are estimates and may occasionally be affected by carrier delays, customs processing, holidays, or other circumstances outside our control.

Do you ship internationally?

Yes. We ship to the United States and many international destinations.

Delivery times vary by destination. Please see our Shipping Policy for current shipping estimates and full details.

Will U.S. customers have to pay customs or import fees upon delivery?

No additional customs duties or import fees are required upon delivery for orders shipped to customers in the United States.

For other international destinations, duties, taxes, or import fees may apply depending on local regulations.

3. Returns & Order Issues

Can I return or exchange a personalized item?

Because our products are personalized and made specifically for each customer, we do not accept returns or exchanges for change of mind, incorrect size or color selection, or incorrect personalization details submitted by the customer.

If your item arrives damaged, defective, or incorrect due to an error on our part, please contact us within 7 days of delivery so we can make it right.

Please see our Returns & Refund Policy for full details.

What if my order arrives damaged or incorrect?

Please contact us at contact@stitchmory.com with your order number, a brief description of the issue, and clear photos of the affected item.

Once the issue has been reviewed and confirmed, we'll arrange a replacement or full refund at no additional cost to you.