Frequently Asked Questions

How does personalization work?

Choose your carrier color and design frame, enter your pet's name, and upload a clear photo on the product page. Your selections are saved with the order.

What kind of photo should I upload?

For the best embroidery result, use a sharp, well-lit, front-facing photo with your pet's full face visible. Avoid screenshots, heavy filters, dark shadows, and photos where part of the face is cropped or covered.

Can I use a photo of a dog or a cat?

Yes. The portrait is suitable for both dogs and cats.

Can I include more than one pet?

The current design is intended for one pet. Please contact us before ordering if you would like to ask about a multi-pet design.

What can I carry in the bag?

The main compartment is designed for a water bottle, while the front zip pocket can hold small essentials such as a phone, keys, cards, or treats. Please compare your bottle measurements with the product specifications before ordering.

Can I change my personalization after ordering?

Contact us as soon as possible. Because personalized items enter production specifically for you, changes may not be possible once production has started.

What if my photo is not suitable?

If we cannot create a clear portrait from the image provided, we will contact you using the email address on your order and request a replacement photo.

Still need help?

Use our Contact page and include your order number when asking about an existing order.