Frequently Asked Questions

Q: What kind of picture should we pick?
A:
For Shirt
1. Pick the one with clear face.
2. Preferably outdoor picture with sufficient sunlight- especially if want to make a 3D big protrait shirt or sweater with face close up.
3. Larger the resolution would be preferable.
4. Furry pal without movement.
 
For Whole Body Pillow
A. Better choose picture clearly without your hands or object block any part of animals body and legs. But if that is the only picture you have - you may still contact us and see if we have any ways to help you to do certain touch up.
 
For Head Pillow
A: Not much restrictions as long as the face is clear and static.
 
If you are not sure regarding the pictures feasibility, just contact us at pictures@sowoof.com and we will help you to pick the good ones.


 
Q. Can I take a picture simply by phone camera?
A: Yes certainly, but only with a good resolution and take the picture outdoor with good sunlight or indoor with very sufficient lighting. This will make your product image more living and vibrant.


 
Q. Unfortunately my furry pal passed away. I do not have any high resolution picture. Can i still order your product?
A. Yes you can! Basically except 3D big portrait shirt, most of our product like pillow, silk scarf, key chain, canvas pictures and certain shirts like portrait monograms shirt, etc do not need very high resolution, or you may ask us to make it into cartoon.


 
Q. I want to surprise my girlfriend with your product. I want to download the pictures from her Facebook album without letting you know. Is the Facebook images good enough?
A. Yes,do pick some clear ones and you may send the pictures to us at woof@sowoof.com so that we can give you advice. But in most cases, Facebook pictures do work on most of our products except 3D big portrait shirt which need a very high resolution.


 
Q: How long will my item arrive?
A: Your item will arrive -> your order -> finalize your request in 24 hours -> design in 1 to 2 working days -> final draft confirmation -> 5-7 working days production -> shipping time for the shipping service you opt for
 
Free shipping service normally takes around 9-18 working days to arrive via track able registered airmail  after the product is done.
If you need the item fast, you can opt for express shipping at a charge which will arrive in around 3-7 working days after the product is done.
 


Q: Do I need to pay shipping charge?
A: We offer free shipping by registered airmail.
 


Q: Do I need to pay tax during the custom clearance?
A: We can help you to mark the item as low value and as gift to minimize the issue of custom clearance. But please do check with your customs for the import value threshold. Or you may contact our staff at woof@sowoof.com they may know the import norm for certain countries.
 


Q: Do you accept exchange and returns?
A: For custom made order, due to the customization nature of the products, we do not accept returns and exchange. Our team will communicate with you until you approve the draft before we put into production.For Silverware, we offers service like re engrave to darker lines or re tirm it, please contact us for that.

For normal merchandise ( except custom made item) we offers returns and exchanges as long as is new and unused. Please contact us within 3 days within recipient
.
Though it rarely happens but should you receive any wrong items, please contact us at service@sowoof.com within 24 hours upon recipient and we will send you replacement for that.
 


Q: I have more than 2 furry pals, can I put in a single product?
A: Sure you can. As long as the space is still sufficient and not affect the general outlook of the item we will gladly help you to accommodate. There is no extra charge for that during our promotional period.