Frequently Asked Questions
From shipping and returns to product care and sizing, our FAQ page covers all the essentials to make your Petdaer experience smooth and stress-free.
Frequently Asked Questions
From shipping and returns to product care and sizing, our FAQ page covers all the essentials to make your Petdaer experience smooth and stress-free.
Products
A custom pet replica is a handmade personalized keepsake created based on real photos of your pet.
Each piece is designed to capture your pet’s appearance, personality, and emotional presence, making it a meaningful and lasting memory.
- Small animals (like rabbits or guinea pigs): typically 4–8 inches
- Dogs and cats: usually 11–24 inches
- Horses and other large animals: typically 20–23 inches
- While we can’t guarantee an exact size, you’re welcome to request a specific length within the range by adding a note in the "characteristics" or "notes" section when placing your order.
Petdaer custom creations are entirely handmade using carefully selected, premium plush materials.
To accurately match your pet’s fur texture and color, our artists choose from a wide range of high-quality synthetic fabrics, with polyester-based plush being the most commonly used.
For finer details such as shading, markings, and color transitions, we apply hand-controlled, water-based coloring techniques to achieve a more natural and lifelike appearance.
All materials and components used in our creations are specially selected for durability, comfort, and safety, ensuring a long-lasting keepsake made with care and responsibility.
Yes — you can choose to add an optional zippered pouch inside your Petdaer for safely storing a small amount of your pet’s ashes.
At Petdaer, we know your pet holds a special place in your heart. Our mission is to capture that love in plush form. While our talented artists work hard to create the best possible likeness, please keep in mind that your creation is meant to be a heartfelt tribute — not an exact replica.
After you place your order, simply upload clear photos of your pet from different angles.
Our professional artists will carefully study your pet’s facial features, fur color, and unique details to create a 100% handmade, one-of-a-kind custom piece that truly captures your pet’s spirit.
We recommend 3–5 clear photos taken in good lighting.
Front view, side view, and a close-up of the face work best.
The better the photos, the more accurately we can recreate your pet.
Every item is entirely handmade, not mass-produced or machine-made.
Each piece is crafted individually by experienced artisans, which is why no two creations are ever exactly the same.
Our goal is not just to make a similar pet, but to recreate the look and emotional expression of your beloved companion.
While handmade art will always have slight artistic variation, we focus on capturing the most important details that make your pet uniquely yours.
Yes, and this is one of the most meaningful parts of our work.
Many pet parents choose us to create a lasting tribute to a pet they’ve lost.
We handle every memorial piece with great care, respect, and attention to detail.
Your satisfaction matters to us.
If there is a clear difference between your pet’s key features and the final product, please contact us after receiving your order.
We will review your case and work with you on a reasonable solution.
Absolutely.
Our custom creations make deeply personal gifts for birthdays, holidays, memorials, and special occasions — something meaningful that lasts far longer than ordinary gifts.
If you need help or have special requests, feel free to contact us anytime.
We’re here to help you create something truly special for your pet.
Payment
We accept all major credit cards - American Express, Discover, MasterCard, Visa. We also accept PayPal.
We do not charge any additional payment fees.
However, your bank or card issuer may apply foreign transaction or currency conversion fees, which are outside of our control.
Payments may be declined for several reasons, such as:
• Incorrect card details
• Insufficient funds
• Bank security restrictions on international transactions
If this happens, please try another payment method or contact your bank for assistance.
Yes. All payments are processed through industry-standard encrypted payment systems.
We never store or have access to your full card details, ensuring your information remains completely secure.
Yes. After your payment is completed, you will receive a confirmation email with your order details.
Please check your spam folder if you don’t see it in your inbox.
If you experience any issues during payment, please contact us immediately.
We’re happy to help you complete your order safely and smoothly.
Shipped Orders
The duration it takes to receive your order is influenced by the destination and the shipping method selected. Generally, orders are processed within 1 business day. Delivery can range from 5 to 30 business days based on the chosen method. For more detailed information, visit our Shipping Information page.
For our registered customers, tracking your order is a breeze:
1. Email Confirmation:
- Once your order has been confirmed and dispatched, an email containing a unique tracking code will be sent to your inbox.
- Utilize this code to monitor your package as it makes its way to you.
2. My Account (For Registered Users):
- Missed the email? No problem.
- Simply log in to the ‘My Account’ section on our website.
- Navigate to the ‘Orders’ tab to view details of your recent and past purchases, including the tracking code for each order.
Contact our customer service immediately. If the order hasn’t been shipped, we can adjust the address for you. If it has been shipped, we’ll help guide you on the next best steps.
Will they be applied to my order upon arrival in my country? No, international fees or custom charges are not included in our prices as there are no additional fees. Once you make a purchase, you won’t encounter any additional charges upon arrival in your country.
Once an order is shipped, we cannot cancel it. However, you can return the order once received, based on our return policy.
Yes! We ship worldwide. You can place international orders directly on our website and pay with either a credit card or PayPal. Please note that depending on your country, you may be responsible for duties or taxes upon delivery. These fees are set by your local government and are not covered by Petdaer.
Returns & refunds
To initiate a return, please contact our customer service team with your order details. Once confirmed, we’ll provide you with return instructions and the address to send your package back. Please ensure the items are in their original condition and packaging.
We’re sorry to hear that! Please take clear photos of the damaged item(s) and email them to our customer support team along with your order number. We’ll review the situation and guide you on the next steps, which may include a replacement or refund.
Still Need Help?
Head over to our Contact Us page—we’re happy to lend a paw! Our team is just a message away.