Below are some of the most common questions our customers ask before ordering.
If you can’t find the answer you’re looking for, feel free to email us at
service@feltedmate.com — we’re happy to help!
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- 🧵 Product & Customization
- 📦 Orders & Shipping
- 🔁 Returns & After-Sales
- 🎁 Others & Contact
Need Help?
If you have a question or need quick assistance, click the button below to start a live chat with our Customer Service team.
If we’re offline, simply send us an email at
service@feltedmate.com
and we’ll get back to you within 20–36 hours.
🧵 Product & Customization
Q1: What kind of pet photos should I upload?
We recommend uploading 3–5 clear photos showing your pet from the front and both sides, taken in natural light for the best detail capture. No matter if it’s a cat, dog, fish, turtle, or any other beloved companion — we can craft them all.
Q2: Can I customize my pet’s pose or expression?
Yes. Please include your requests in the order notes or during our confirmation process, and we’ll do our best to bring them to life.
Q3: How long does it take to make a piece?
Depending on the size and complexity, production usually takes 20 days to 3 months.
Q4: Can I see the finished piece before shipping?
Yes. We’ll send photos for your approval before shipping. Adjustments can be made before we dispatch your order.
📦 Orders & Shipping
Q5: Do you ship internationally?
Yes, we ship worldwide. Standard shipping fees are already included in your order price.
Q6: When will my order ship?
We ship right after production is complete. Standard delivery usually takes 10–15 days, depending on the destination.
Q7: Can I change my shipping address?
Yes. Please contact us at service@feltedmate.com before your order is shipped.
Q8: How do I track my order?
Once shipped, we’ll email you a tracking number so you can follow your package’s journey.
Q9: Do you offer rush orders or expedited shipping?
Yes. Please confirm timing and any extra costs with us before placing your order.
🔁 Returns & After-Sales
Q10: Can I return or exchange my order?
Custom-made items cannot be returned for personal preference. We only accept returns or offer replacements if the item is damaged in transit or made incorrectly.
Q11: What if my piece arrives damaged?
Please contact us within 7 days of delivery at service@feltedmate.com with photos of the damage. We’ll offer a refund or a free remake.
Q12: What if my package is lost?
First, check with your local courier. If it’s confirmed lost, we’ll help with the claim and arrange a remake or refund.
Q13: Can I cancel my order?
Full refund within 24 hours of purchase; 50% refund within 24–48 hours; non-refundable after 48 hours.
🎁 Others & Contact
Q14: Do you sell gift cards?
Not at the moment.
Q15: How can I contact you?
Email: service@feltedmate.com
DM us on our official social media accounts
DM us on our official social media accounts