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Frequently Asked Questions

When will my ready made (Popular Breeds) charm necklace ship?

Once your order is processed, you receive an emailed confirmation of your payment. Orders typically ship within 3-5 business days or sooner.

Please be sure to double check for accuracy in engraved orders as they are FINAL SALE.

When will my custom charm ship?

We begin designing as soon as you submit a photograph that matches our requirements. Within 2-3 business days you receive a proof; at that point, let us know if you want to make revisions or if you’re ready to approve the design.

Two rounds of modifications are included with the purchase of each custom pet or baby charm order. Although it is rarely needed, additional modification rounds can be purchased for $25 each. 

After we receive your approval, your custom charm is hand-crafted, which takes up to 4-6 weeks. We send you an email as soon as your custom charm necklace is ready to ship.

*Please allow 1 business day for each additional design if your order consists of multiple custom designs.

When will my custom portrait ship?

We begin the design process after you submit a photograph that matches our requirements. Within 2-3 business days you receive a proof; at that point, let us know if you want to make revisions or if you’re ready to send it to our printing workshop.

Two rounds of modifications are included with the purchase of each custom pet silhouette portrait order. Although it is rarely needed, additional modification rounds can be purchased for $25 each. 

Your custom silhouette portrait of your dog, cat, or other furry friend, will ship to you within 2-4 weeks from your final approval of the design.

*Please allow 1 business day for each additional design if your order consists of multiple custom designs.

What does a “good” photo look like?

Here are examples of great quality profile pictures that makes our lives (and yours) easy!

**Tips for profile photographs**

  • Set your pet against a solid background, lighter colors work best to bring out details.
  • Photograph your pet in a sitting position, with him looking straight forward. (This is of course easier if you have an accomplice holding a treat to get your pet’s attention.)
  • Take the photo at eye level with your pet, on either the complete left or right side of him.
How does the custom pet silhouette portrait and jewelry process work?

Once your order has been received and payment made, you receive an emailed confirmation of your payment. Orders placed on Saturday or Sunday will not be processed until the following Monday.

Our process has these careful steps:

  • When we receive your pet’s photo we review it to ensure its resolution meets our requirements; a clear photo lets our designers see the crucial details. We will contact you immediately if a supplementary photo is required.
  • Once we have turned your pet’s photo into digital art we e-mail a proof to you, at which point you can either confirm the design or request for modifications.
  • When requesting modifications please try to be as clear and specific as possible (“please make the ridge on her nose 20% bigger,” for example).
  • We're happy to modify the design according to your requests! Two rounds of modifications are included with the purchase of each pet silhouette custom item. Additional modification rounds can be purchased for $25 each.
  • We get started producing your custom item once you are satisfied with the design!
Can I review my custom pet silhouette portrait or jewelry design before it's finalized?

Absolutely! We want you to love your silhouPETte of your dog, cat, or other furry friend. After the design is complete, we send you a proof. In most cases, no revisions are requested but we provide two rounds, just in case! Though we don't anticipate you needing them, additional revision rounds can be purchased for $25 each.

See “When will my custom charm ship?” for more details.

Can you rush my custom pet silhouette portrait or jewelry order?

Trying to make a deadline for a special occasion? We always try our hardest to please! Email to orders@silhouPETte.com to see if we can meet your needs! 

Do the portraits come framed?

We don’t offer framing though we can provide suggestions and guidance. Occasionally we have some in stock, so please e-mail orders@silhouPETte.com if you are interested in seeing what is available.

What is silhouPETte's return policy?

Custom-Product Return Policy 

At the time you review the digital silhouette design of your pet, we'll be happy to make modifications until you're 100% satisfied with the results.  

 Let's work together to make sure you love it as Custom Orders are FINAL SALE.  No refunds are granted 24 hours after your purchase, as we have already started working on your piece.

Readymade "Popular Breeds" Return Policy

Please check for accuracy in engraved orders as Readymade charms that have been engraved are FINAL SALE.  You may return non-engraved readymade (Popular Breeds) orders less shipping charges, based on the original form of payment, within 10 days of receipt. If you're returning a gift, you'll receive a merchandise credit. Items returned must be in its original condition and in its original packaging (box, pouch, etc). 

  1. Email orders@silhouPETte.com, reference your order number, indicate item(s) being exchanged, and reason(s).
  2. Securely pack your merchandise with the invoice.
  3. Please insure your package as we do not cover items damaged or lost in the mail.
  4. We will process your return within 5 days of receipt, though it will take longer to appear on your statement. You'll be notified via email when your return has been received and processed.

If you paid with a gift certificate, the debited amount will be returned in the form of a new gift certificate.

* We apologize but we cannot be held liable for items lost or stolen in the mail. If you would like to purchase additional insurance for your shipment, please let us know upon checkout. *

How can I purchase a certificate?

Please visit our gift card product page here.

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