FAQ
How do I place a custom order?
Choose a product and the available size or model. Upload your pet photo, enter any requested name or text, and check the preview and selected options. Add the item to your cart, confirm the quantity and shipping address, then complete checkout. Keep your order confirmation and order number.
Can I order just one item?
Yes. You can order from one piece; choose from the options available on the product page.
What photo should I upload?
Use a clear, well-lit original JPG or PNG. Keep the face, ears and any outline needed for your design visible. Avoid blur, screenshots and heavy filters. Follow any additional photo requirements on your product page.
How do I choose the right size or phone model?
Check the product’s own options before ordering. For clothing, compare measurements rather than size labels alone. For a phone case, check the exact model in your phone settings. Contact support@vippaw.store before paying if the available option or measurements are unclear.
How long does customization take?
Production usually takes 10–25 business days after payment and receipt of usable customization details, including artwork approval where required. Missing information or unanswered artwork questions may delay the start. Shipping time is additional.
Do you ship internationally, and how long does shipping take?
We offer tracked cross-border shipping to destinations supported at checkout. International shipping usually takes 5–25 business days after carrier handover. Customs inspections, public holidays, remote-area service and carrier disruption may extend the estimate. Please allow for both production and shipping when planning a gift. See our Shipping Policy.
How much is shipping? Will I pay import taxes?
Review the available shipping methods and charges at checkout for your address. Unless checkout or your order confirmation expressly includes duties and taxes, your destination may charge import duties, VAT/GST or carrier clearance fees separately.
How do I track my order?
Use the tracking details in your shipping email or visit Track Order and follow the instructions shown. An order confirmation is different from a shipping confirmation. If you cannot find the email, check spam or contact us with your order number and checkout email address.
Why does tracking show no update?
A label can be created before the first carrier scan, and international handovers can leave gaps between updates. Contact us if there is no new scan for 15 consecutive calendar days after carrier acceptance, or if the parcel is more than 10 calendar days past its latest estimated delivery date. You can ask for help sooner. We will investigate; a short tracking gap alone does not confirm loss.
Tracking says delivered, but I cannot find my parcel. What should I do?
Check the delivery location, household members, reception and any carrier collection notice. Contact support@vippaw.store promptly with your order and tracking numbers so we can help investigate.
Can I change or cancel my order?
Email us immediately with the order number and requested change. A full cancellation refund is normally available only before production starts, including artwork preparation and production-file processing. Changes require our written confirmation; the account status alone does not establish whether production has started. See the Refund Policy.
Can I change my delivery address?
Contact us immediately. A change is possible only before shipment and before the label or carrier manifest is created, whichever happens first, and must be confirmed by us. Later carrier corrections may be unavailable or incur charges.
Can I return a personalized item or exchange the size?
We do not normally accept change-of-mind returns or free exchanges for a customer-selected size, model or spelling when we correctly made the item. If we sent the wrong item or it is defective, damaged or materially different from the agreed details, contact us. Your mandatory consumer rights remain unchanged.
What if my order is damaged, incorrect or incomplete?
Email support@vippaw.store with your order number, a description and clear photos of the item, packaging and shipping label. Please report promptly, preferably within 14 calendar days of delivery, and keep the item and packaging. This requested period does not shorten statutory rights. For an approved claim, we normally arrange a free replacement or reprint; a refund may apply as described in our Refund Policy.
Should I send an item back immediately?
No. Contact us first for return authorization and the correct address. For an approved fault or error return, we provide a prepaid label or reimburse reasonable standard postage when a label is unavailable. Do not pay for an express return without agreement.
When will I receive my refund?
We normally initiate approved refunds to the original payment method within 5–10 business days after approval or any required return inspection, subject to shorter legal deadlines. Your payment provider may need additional processing time.
How can I reach customer support?
Email support@vippaw.store with your order number and a short description. We normally reply within 3 business days. A carrier or production investigation may take longer; do not email your card details or password.
Choose a product and the available size or model. Upload your pet photo, enter any requested name or text, and check the preview and selected options. Add the item to your cart, confirm the quantity and shipping address, then complete checkout. Keep your order confirmation and order number.
Yes. You can order from one piece; choose from the options available on the product page.
Use a clear, well-lit original JPG or PNG. Keep the face, ears and any outline needed for your design visible. Avoid blur, screenshots and heavy filters. Follow any additional photo requirements on your product page.
Check the product’s own options before ordering. For clothing, compare measurements rather than size labels alone. For a phone case, check the exact model in your phone settings. Contact support@vippaw.store before paying if the available option or measurements are unclear.
Production usually takes 10–25 business days after payment and receipt of usable customization details, including artwork approval where required. Missing information or unanswered artwork questions may delay the start. Shipping time is additional.
We offer tracked cross-border shipping to destinations supported at checkout. International shipping usually takes 5–25 business days after carrier handover. Customs inspections, public holidays, remote-area service and carrier disruption may extend the estimate. Please allow for both production and shipping when planning a gift. See our Shipping Policy.
Review the available shipping methods and charges at checkout for your address. Unless checkout or your order confirmation expressly includes duties and taxes, your destination may charge import duties, VAT/GST or carrier clearance fees separately.
Use the tracking details in your shipping email or visit Track Order and follow the instructions shown. An order confirmation is different from a shipping confirmation. If you cannot find the email, check spam or contact us with your order number and checkout email address.
A label can be created before the first carrier scan, and international handovers can leave gaps between updates. Contact us if there is no new scan for 15 consecutive calendar days after carrier acceptance, or if the parcel is more than 10 calendar days past its latest estimated delivery date. You can ask for help sooner. We will investigate; a short tracking gap alone does not confirm loss.
Check the delivery location, household members, reception and any carrier collection notice. Contact support@vippaw.store promptly with your order and tracking numbers so we can help investigate.
Email us immediately with the order number and requested change. A full cancellation refund is normally available only before production starts, including artwork preparation and production-file processing. Changes require our written confirmation; the account status alone does not establish whether production has started. See the Refund Policy.
Contact us immediately. A change is possible only before shipment and before the label or carrier manifest is created, whichever happens first, and must be confirmed by us. Later carrier corrections may be unavailable or incur charges.
We do not normally accept change-of-mind returns or free exchanges for a customer-selected size, model or spelling when we correctly made the item. If we sent the wrong item or it is defective, damaged or materially different from the agreed details, contact us. Your mandatory consumer rights remain unchanged.
Email support@vippaw.store with your order number, a description and clear photos of the item, packaging and shipping label. Please report promptly, preferably within 14 calendar days of delivery, and keep the item and packaging. This requested period does not shorten statutory rights. For an approved claim, we normally arrange a free replacement or reprint; a refund may apply as described in our Refund Policy.
No. Contact us first for return authorization and the correct address. For an approved fault or error return, we provide a prepaid label or reimburse reasonable standard postage when a label is unavailable. Do not pay for an express return without agreement.
We normally initiate approved refunds to the original payment method within 5–10 business days after approval or any required return inspection, subject to shorter legal deadlines. Your payment provider may need additional processing time.
Email support@vippaw.store with your order number and a short description. We normally reply within 3 business days. A carrier or production investigation may take longer; do not email your card details or password.
Still need help? support@vippaw.store · Back to shop