FAQs | PETMOKI Custom Pet Leather Keepsakes
PETMOKI HELP CENTER
Questions Before You Order?
Clear answers about photos, artwork approval, production, delivery and caring for your custom leather keepsake.
START WITH A FAVORITE PHOTO
Photos & Personalization
A clear source photo helps our designer preserve the expression and markings that make your pet recognizable.
What kind of pet photo should I upload?
Choose a sharp, well-lit original photo that clearly shows your pet's face, eyes, ears and important markings. A front-facing or slightly angled photo usually gives the designer the clearest reference.
Avoid heavy filters, screenshots, strong blur, very dark images and photos where part of the face is hidden. See the PETMOKI Photo Guide for examples.
Can I upload more than one photo?
Yes. Upload one main photo and, when the upload area allows it, add reference photos to clarify markings, eye color or another important feature. Our designer will use the clearest image as the main reference.
Can I order a portrait with two pets?
Yes. Choose the two-pet product and upload one clear photo for each pet. The pets may be photographed together or separately; clearly labeled individual photos are often easier for the designer to use.
Can I choose the leather color?
Yes. Select one of the available leather colors on the product page before moving to the photo step. Reference photos are provided to help you compare the finished color more easily.
Natural leather, lighting and screen settings can cause small color differences, so the finished shade may not look exactly identical to a digital swatch.
Can I tell the designer about a special marking or detail?
Yes. Use the pet-name and special-notes fields during personalization. Keep the note short and specific—for example, “small white patch above the left eye.” The request must also be visible in a usable reference photo.
DESIGNED AFTER CHECKOUT
Artwork Proof & Approval
Your upload does not create an instant final preview. A real designer prepares your artwork after the order is placed.
Will I see the design before the keepsake is crafted?
Yes. After your order is placed, our designer prepares an artwork proof and sends it to you for review. Handcrafted production begins only after you approve the final proof.
Is the artwork preview generated instantly?
No. The upload step collects your source photos; it does not automatically generate the finished portrait. Your proof is prepared by a designer after checkout.
Can I request a change to the artwork?
Yes. Reply with clear, specific revision notes before approving the proof. The designer will adjust what can reasonably be changed using the submitted photos. Please review the entire proof carefully before giving final approval.
What happens if I do not reply to the proof email?
Production remains on hold while we wait for your approval. Check the email address used at checkout, including its spam or promotions folder, and contact support@petmoki.com if you believe the proof is overdue.
Important: design time, production time and shipping time are separate stages. Delayed proof approval can extend the overall delivery timeline.
MADE TO ORDER
Production & Delivery
Every keepsake is produced after artwork approval, so timing is different from an in-stock product.
When does production time begin?
Production time begins only after you approve the final artwork proof. Time spent preparing or revising the proof is not part of the production period.
How long does production take?
Production normally takes approximately 14–30 days after final proof approval. Because the item is handcrafted, timing may vary with design complexity and order volume.
How long does shipping take?
Shipping time is separate from design and production time. Transit commonly takes around 10 days, but the actual timing depends on the destination, carrier and customs conditions.
How do I track my order?
Once your order ships, tracking information is sent to the email address used at checkout. You can also visit the Track Your Order page. Tracking may take a short time to update after the label is created.
CUSTOM-ORDER SUPPORT
Changes, Cancellations & Returns
Contact us as soon as possible if something needs to change. Custom work becomes harder to alter once production begins.
Can I change the photo, color or order details?
Email support@petmoki.com immediately with your order number and requested change. We will confirm whether the order has reached a stage where the change is still possible. Changes cannot be guaranteed after work has started.
Can I cancel my order?
Contact us immediately. Cancellation depends on the stage of the custom order and cannot be guaranteed after design or production work has started.
Can a custom product be returned?
Because each piece is personalized for one customer, change-of-mind returns are not accepted once production has begun. This does not limit support for an item that arrives damaged, incorrect or with a verified workmanship issue.
What should I do if my order arrives damaged or incorrect?
Contact support@petmoki.com promptly with your order number, a description of the problem, and clear photos of the item and packaging. Our team will review the information and explain the available resolution.
KEEP IT LOOKING ITS BEST
Product & Leather Care
Simple care helps protect the leather, portrait details and hardware during everyday use.
How should I care for my leather keepsake?
- Keep it dry and wipe moisture away promptly.
- Avoid harsh cleaners, alcohol and abrasive materials.
- Limit prolonged exposure to direct sunlight and high heat.
- Wipe gently with a soft, dry cloth and store it in a dry place when not in use.
Will every finished piece look exactly the same?
No two handcrafted pieces are perfectly identical. Small variations in natural leather grain, color, stitching and hand finishing are normal and are part of the character of a made-to-order keepsake.
Can I attach it to keys or a bag?
The hanging hardware lets you display the Pet Portrait Keepsake on bags, keys, in the car, or at home. Avoid excessive pulling, heavy impact and long exposure to water.
Where can I find more care and quality information?
Visit the Leather Care & Quality Guarantee page, or email support@petmoki.com before using a product that you are unsure about.
MADE FROM THEIR PHOTO
Ready to Create Their Custom Keepsake?
Choose a single-pet or two-pet portrait, upload your favorite photo and review the artwork before handcrafted production begins.
Still have a question? Email support@petmoki.com.