Frequently Asked Questions (FAQ)
Welcome to our Custom Pet Products FAQ section! Here, you'll find answers to the most common questions about our products, services, policies, and shipping. If you can’t find what you're looking for, feel free to reach out to our support team.
1. What products do you offer?
We offer a variety of custom pet products and accessories, including:
- Custom Pet ID Tags
- Custom Pet Collars
- Custom Pet Memorial Products (such as necklace urns, pet hair memorial bracelets, and more)
- Custom Pet Merchandise (such as pet-themed apparel, tote bags, mugs, and more)
All our products are handmade and can be personalized with your pet's image, name, and special messages.
2. How do I customize my products?
Customizing your product is simple! When you place an order, you'll have the option to upload:
- Photos of your pet or any design you want
- Text content, such as your pet's name or a special message
We offer professional optimization services to help improve the quality of your images, ensuring your product turns out perfect!
3. How long does it take for my order to ship?
We strive for fast delivery:
- Most products ship within 24 hours of order confirmation.
- All orders are shipped within 48 hours.
Due to the customized nature of our products, processing times may vary depending on the complexity of your order.
4. Where do you ship from, and how long does shipping take?
Our headquarters are located in the UK (Regus, 1 Elmfield Park, Bromley BR1 1LU), and we ship globally.
We use trusted carriers like DHL, UPS, and SF Express to ship your products. Shipping typically takes 4-10 business days depending on your location. You can track your order on our website to stay updated on the shipping status.
5. Do you offer international shipping?
Yes! We offer international shipping to most countries. Shipping times may vary based on location, but we ensure that all products are shipped securely and arrive in a timely manner.
6. What is your return and exchange policy?
Due to the customized nature of our products, we do not offer returns or exchanges, except in the case of damaged goods or if we made an error in your order. If there is an issue with your product, please contact us within 14 days of receiving your order for assistance.
7. What is the "Buy One, Get One Free" offer?
We offer a Buy One, Get One Free promotion for all first-time customers who purchase items (excluding custom pet merchandise). The free product will be the same as the purchased item or a similar item of equal or lesser value.
8. How can I track my order?
Once your order has been shipped, you will receive a tracking number that can be used to monitor your package's journey. You can track your order through our website or via the shipping carrier’s platform (DHL, UPS, SF Express, etc.).
9. Can I cancel or modify my order after it’s been placed?
Since we start customizing your product as soon as the order is placed, we cannot accept cancellations or modifications once production begins. Please ensure all details are correct before confirming your purchase. If there is a mistake, please contact us as soon as possible, and we will do our best to accommodate any changes.
10. How can I contact customer support?
If you have any other questions or need assistance, our customer support team is here to help! You can contact us by:
- Email01: snugmoobusiness@gmail.com
- Email02: Info@sugglesnout.com
Thank you for shopping with us! We look forward to creating something special for you and your pet.
