FAQ

Frequently Asked Questions (FAQ)

We’ve put together the most common questions to help you feel confident before placing your order at PettoHug.
If you don’t find what you’re looking for, feel free to contact us at support@pettohug.com.

🐾 About Our Products

What is a PettoHug pillow?

A PettoHug pillow is a custom pet body pillow made from your real pet’s photo.
Each pillow is custom-cut and printed to capture your pet’s unique look and shape — no templates, no generic designs.

What kind of pets can you make pillows for?

We can create pillows for:

  • Dogs

  • Cats

If you have another type of pet, feel free to contact us before ordering.

Is this a stuffed animal or a pillow?

PettoHug products are body pillows, designed to be soft, huggable, and comfortable — not plush toys.

📸 Photo & Customization

What kind of photo should I upload?

For best results:

  • Use a clear, well-lit photo

  • Make sure your pet is fully visible

  • Avoid blurry, dark, or low-resolution images

If your photo isn’t suitable, our team may contact you before production.

Can I preview the design before production?

At this time, we do not offer previews before production.
Our team carefully prepares each image to ensure the best possible result based on your uploaded photo.

Can I upload more than one photo?

Yes. If you choose the double-sided option, you can upload an additional photo or add your pet’s name on the back.

Can I make changes after placing my order?

Because all items are custom-made, orders cannot be changed or canceled once production has started.
Please review your photo, size, and options carefully before checkout.

📦 Production & Shipping

How long does production take?

  • Production time: 3–5 business days
    Production begins once your order is confirmed.

How long does shipping take?

  • Shipping time: 5–10 business days (U.S. only)

  • Total delivery time: 8–15 business days

Delivery times may vary during peak seasons or due to carrier delays.

Do you ship internationally?

Currently, we ship within the United States only.

Will I receive tracking information?

Yes. Once your order ships, you’ll receive an email with a tracking number.

🔄 Returns & Refunds

Do you accept returns or exchanges?

Because our products are custom and personalized, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect size selection

  • Personal preference

What if my item arrives damaged or defective?

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

  • Your order number

  • Clear photos of the issue

We’ll gladly offer a replacement or refund.

💳 Payment & Security

Is my payment information secure?

Yes. All payments are processed through secure, encrypted payment providers.
PettoHug does not store your full payment details.

What payment methods do you accept?

We accept major credit cards and other payment options displayed at checkout.

📧 Support & Contact

How can I contact PettoHug?

You can reach us at:
📧 support@pettohug.com

Our support hours are:

  • Monday – Friday

  • 9:00 AM – 6:00 PM (EST)

We typically respond within 24–48 business hours.

❤️ Final Note

PettoHug was created for pet parents who see their pets as family.
Every order is handled with care, respect, and attention to detail.

Thank you for trusting us with something so personal.