Frequently Asked Question
Before placing an order, you can contact us through the Contact page for any questions or inquiries.
After placing your order, you can submit your customization details directly on the order page, or wait for us to contact you via email.
We recommend uploading multiple clear photos whenever possible, including front, side, and back views, as well as photos that clearly show your pet’s unique features. This helps us recreate your pet’s appearance and personality more accurately. Some versions support special poses or actions, and you may upload reference photos showing the exact pose or style you would like us to create.
You may contact us to request a cancellation before we confirm your customization details and begin production.
Once production has started, the order is usually non-cancelable and non-refundable, as each piece is custom-made specifically for you.
Because every custom piece is created based on your pet’s photos and personal customization requests, it cannot be resold to another customer. Therefore, once production has started, orders are generally non-cancelable and non-refundable.
Please contact us by email as soon as possible.
If production has not started yet, we can help update your customization details.
If the order is already in production, changes may depend on the current production stage.
Please record an unboxing video after receiving your package, as this helps us verify the issue more efficiently.
If your item is damaged during shipping, please contact us as soon as possible and provide:
Unboxing video
Photos of the outer packaging
Photos of the damaged item
Your order number
Depending on the situation, we may offer a replacement, partial refund, or another appropriate solution.
Still have questions?
Click the contact button on the right or send us an email at contact@swasion.com — we’re happy to help.