Frequently Asked Questions.
01. The Order
How do I take good photos?
1. Make sure your photos are well lit, enough to see the details of your loved one’s face, but not so bright that their face is too bright to see. Darker photos make it hard for our designers to capture details!
2. Shoot from the front is best. Make sure you get the full face in the photo, including the ears and forehead. If we can only see half of the face, or if the photo is taken from the side, then there will only be half of the face on your product!
3. Avoid blurry photos – The sharper the photo, the better. Remember that the photo will be reduced in size, so some subtle features may not be seen very clearly in the final product.
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
02. Payment
What Payment Options Are Available?
We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in US dollars and your card will be charged in your currency.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Will I Be Charged With Customs And Taxes?
The prices shown on our website are duty-free in US dollars, which means you may be required to pay duties and taxes upon receipt of your order.
Once your order reaches its final destination, import taxes, duties and related customs fees may be charged, as determined by your local customs office.
Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country’s customs department. For further details on fees and charges, please contact your local customs office.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
03. Shipment (1)
How Long Will It Take For Me To Receive My Products?
Typically, our leather engraved gifts take about 20-30 business days from production to dispatch. Once shipped, the freight forwarder will deliver the order within 5-8 business days. We currently only ship to addresses in the United States, Australia, the United Kingdom and over 35 other countries with a shipping time of approximately 5-8 business days.
Please note that our production times may vary during holiday periods.
Tip. Due to COVID-19, delivery times may be delayed depending on local outbreaks and government policies.
How Do I Know My Order Has Been Shipped?
Once your order is ready to ship, you will receive a shipping confirmation email. Please note that orders may take 20-30 business days to process before shipping due to the custom work involved. Please keep in mind that delivery dates may change due to inclement weather conditions or holidays.
Can I Change The Destination Country Of My Order?
If you need to change your shipping address before shipping, we can help you until the order is shipped. Please leave us a message below stating the current shipping address and the new address you would like to change. You cannot change your shipping address after your order has been dispatched.
03. Shipment (2)
What Are The Shipping Costs?
If the order is over $169, we offer free shipping.
If the order is less than $169.
1) Priority Shipping: charges $9.99 and takes 5-8 business days.
2) Priority shipping + shipping insurance: charges $11.98 and takes 5-8 business days.
3) Standard Shipping: charge $7.99 and takes 7-10 business days.
4) Standard shipping + insurance: charges $9.98 and takes 7-10 business days.
5) Express delivery: charges $25.95 and takes 2-4 business days
6) Express shipping + insurance: charges $27.94 and takes 2-4 business days
Do You Ship Internationally?
Only addresses in the US, Australia, UK, California and over 35 other countries are currently available for shipping. All destinations can be found at checkout. If you are unsure if we can ship to your country, please send an inquiry to our customer service team at petgurt.com@gmail.com. been shipped, it can no longer be cancelled.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.
04. Cancellation/Refund Policy
For a CUSTOMIZED item, what is your change/cancellation/refund policy
We are happy to help you change colors/sizes/pictures, or cancel/refund your order. For made-to-order personalized products, any changes/cancellations/refunds can be accepted within 24 hours of successful payment. Just fill in the contact form below with your order number, email address and the changes you want as soon as possible.
After 24 hours of successful payment, our designers will officially start designing and shaping and initiate the rest of the production process, so no more changes/cancellations/refunds can be accepted as custom products cannot be re-sold to other customers and any mid-way changes/cancellations will mean the designer’s efforts will be in vain.
If you have additional questions about this issue, please email to petgurt.com@gmail.com asap.
For a NON-CUSTOMIZED item, how do I return ?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
05. Change/Return Policy
Style, Size, and Photo Changes
If you want to return and exchange the item, please contact us, we need to verify it is in production or not. Send us an email with your order number in the subject line and any changes in the body. We’ll get back to you as quickly as possible and make it happen!
What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of any item before purchasing.
FAQ
1. Make sure your photos are well lit, enough to see the details of your loved one’s face, but not so bright that their face is too bright to see. Darker photos make it hard for our designers to capture details!
2. Shoot from the front is best. Make sure you get the full face in the photo, including the ears and forehead. If we can only see half of the face, or if the photo is taken from the side, then there will only be half of the face on your product!
3. Avoid blurry photos – The sharper the photo, the better. Remember that the photo will be reduced in size, so some subtle features may not be seen very clearly in the final product.
We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in US dollars and your card will be charged in your currency.
Typically, our leather engraved gifts take about 20-30 business days from production to dispatch. Once shipped, the freight forwarder will deliver the order within 5-8 business days. We currently only ship to addresses in the United States, Australia, the United Kingdom and over 35 other countries with a shipping time of approximately 5-8 business days.
Please note that our production times may vary during holiday periods.
Tip. Due to COVID-19, delivery times may be delayed depending on local outbreaks and government policies.
Once your order is ready to ship, you will receive a shipping confirmation email. Please note that orders may take 20-30 business days to process before shipping due to the custom work involved.
Please keep in mind that delivery dates may change due to inclement weather conditions or holidays.
If you need to change your shipping address before shipping, we can help you until the order is shipped. Please leave us a message below stating the current shipping address and the new address you would like to change. You cannot change your shipping address after your order has been dispatched.
If the order is over $169, we offer free shipping.
If the order is less than $169.
1) Priority Shipping: charges $9.99 and takes 5-8 business days.
2) Priority shipping + shipping insurance: charges $11.98 and takes 5-8 business days.
3) Standard Shipping: charge $7.99 and takes 7-10 business days.
4) Standard shipping + insurance: charges $9.98 and takes 7-10 business days.
5) Express delivery: charges $25.95 and takes 2-4 business days
6) Express shipping + insurance: charges $27.94 and takes 2-4 business days
Only addresses in the US, Australia, UK, California and over 35 other countries are currently available for shipping. All destinations can be found at checkout. If you are unsure if we can ship to your country, please send an inquiry to our customer service team at petgurt.com@gmail.com.
We are happy to help you change colors/sizes/pictures, or cancel/refund your order. For made-to-order personalized products, any changes/cancellations/refunds can be accepted within 24 hours of successful payment. Just fill in the contact form below with your order number, email address and the changes you want as soon as possible.
After 24 hours of successful payment, our designers will officially start designing and shaping and initiate the rest of the production process, so no more changes/cancellations/refunds can be accepted as custom products cannot be re-sold to other customers and any mid-way changes/cancellations will mean the designer’s efforts will be in vain.
If you have additional questions about this issue, please review our return policy.
The prices shown on our website are duty-free in US dollars, which means you may be required to pay duties and taxes upon receipt of your order.
Once your order reaches its final destination, import taxes, duties and related customs fees may be charged, as determined by your local customs office.
Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country’s customs department. For further details on fees and charges, please contact your local customs office.
