Frequently Asked Questions (FAQ)

We turn a photo of your pet into a personalized keepsake: the PetGlow 3D crystal, the PetStitch embroidered sweatshirt, the TotePet bag and the PawBoard cutting board. Every item is made to order, just for you.

A sharp close-up of your pet's face, taken in daylight. For the PetStitch embroidery, a front-facing photo works best. Photos straight from your iPhone (HEIC) are fine — we convert them automatically.

Yes, on most products: up to 3 pets on a PetGlow, a PawBoard or a TotePet bag. The PetStitch sweatshirt is embroidered with one pet — have more pets? Order a sweatshirt for each, or contact us.

The PetGlow is a compact 10 cm (about 4 in) crystal ball — perfect for a desk, nightstand or mantel.

Yes! Every PetGlow comes with an LED light base that makes the crystal glow warmly.

Your pet is laser-engraved in 3D inside the crystal, based on your photo, with their name engraved below it.

Our sweatshirts fit true to size. Not sure? Size up for a relaxed, comfortable fit. Sizes run from S to 4XL.

8 colors: Beige, Black, Blue, Dark Gray, Light Gray, Navy Blue, Olive Green and White.

Machine wash at 30°C (86°F) and skip the dryer — that keeps the embroidery looking its best.

An eco-conscious blend of 80% recycled cotton and 20% recycled polyester, in a sturdy 300 gsm weight with reinforced handles.

Yes. Within 24 hours you'll receive a digital drawing preview of your bag. You can ask for changes until you're happy — we only print after your approval.

Hand wash it with warm water and soap — it's not dishwasher safe. Treat it with a little mineral oil now and then to keep the wood looking beautiful.

We currently ship to the United States, the United Kingdom, Canada, Australia and New Zealand — always free.

Most orders arrive within 7–12 business days after you order. Items with a design preview (like the TotePet) go into production once you approve the design.

Yes, shipping is always free to the US, UK, Canada, Australia and New Zealand!

Because every item is personalized and made to order, we can't accept returns if you change your mind. If your order arrives damaged, has a defect or isn't what you ordered, email us within 14 days at support@shoptotepets.com with your order number and a photo. We'll send you a free replacement (or refund you if a replacement isn't possible) — in most cases you won't need to send anything back.

Yes. As soon as your order ships, you'll get a tracking link by email. You can also check it anytime on our Track Your Order page.

We accept Visa, Mastercard, Amex, Apple Pay, Google Pay, PayPal and Shop Pay. Prices are shown in your local currency (USD, GBP, CAD, AUD or NZD).

Yes, our checkout is fully secured with SSL encryption.