Start with the right details
Ordering & photos
What do I receive?
You receive a custom pet portrait phone case made for your selected phone model. The design is prepared from your pet photo and design notes.
When do I send my pet photo?
Upload your pet photo in the case editor before adding the case to your cart. If we later need a replacement photo, reply to the order email with your order number.
What kind of photo works best?
Use a clear, well-lit photo where the pet face is visible. Avoid heavy blur, dark lighting, filters, or crops that cut off important details such as ears or fur shape.
Can I include more than one pet?
Yes. Add the request in Design notes before checkout so the preview can be prepared correctly.
Know what happens before we make it
Preview & production
Will I see the design first?
Yes. The case editor shows a digital preview before checkout. After you order, we review the saved design and send a production-ready preview for your approval. Production starts only after you approve it.
Can I request changes?
Yes. Request changes before approving the preview. After approval, production begins and further changes may not be possible.
How long does the preview take?
The editor preview appears before checkout. We usually send the production-ready preview within 1-2 business days after receiving a usable photo and complete order details. Production usually takes another 3-5 business days after approval.
Can I cancel my order or request a refund?
Contact us as soon as possible if you need to cancel or change your order. We can usually help before production begins. Because every case is personalized, change-of-mind cancellations or refunds may not be available after you approve the production-ready preview. This does not affect your rights if an item arrives damaged, defective, wrong, or not as described.
From our studio to your door
Shipping & support
Where do you ship?
Available destinations are shown at checkout. Standard shipping is included for destinations currently enabled by PetMyCase.
Is shipping tracked?
Tracking is shared after production when available for the destination and carrier service. Carrier transit time is separate from preview and production time.
What if something arrives damaged or wrong?
Please contact us as soon as possible, preferably within 7 days of delivery, at support@petmycase.com. Include your order number and clear photos so we can review the issue quickly. This timing does not limit any consumer rights that apply in your location.
What if I chose the wrong phone model?
Contact us as soon as possible. We can update it before production starts, but approved custom orders may not be changeable after production begins.
A real person can help