Frequently asked questions

What do you make?

Custom pet portraits and engraved paw-print frames, made from photographs and details of your pet. Each product page says what the piece is, what it is made of, its size and how long it takes to make.

How does personalization work?

You send the photographs or details when you order. We send an initial design for approval and intermediate previews during production, with free, unlimited revisions at these review stages. All orders require your final confirmation before shipping. The full workflow is in our Personalization policy.

How long does it take?

Standard production takes 5–10 days after you approve the design. Rush production is completed within 5 days after approval and adds $15. Worldwide delivery takes 8–14 days after dispatch. Production and shipping are separate. See Shipping and delivery.

Where do you ship?

We ship worldwide from China. Free Shipping is available during our current promotion.

Do I pay customs duties or import taxes?

US import duties and customs fees are included for deliveries to the United States. For other destinations, contact us before ordering to confirm any applicable import charges. See Shipping and delivery.

Can I change the details after ordering?

Yes. Revisions are free and unlimited during the design and intermediate production review stages. We ask for your final confirmation before shipping. See our personalization policy.

Can I cancel or return an order?

You can cancel a personalized order for a full refund before approving the initial design. For later cancellation requests or return enquiries, contact our customer care team promptly. The details are on Returns and refunds.

What if it arrives damaged, or something is wrong?

If your order arrives damaged in transit, contact us at support@seremori.com within 48 hours of delivery for a full (100%) refund. For any issue not caused by shipping, please contact our customer care team at support@seremori.com as soon as possible. We will review your concerns and work with you to resolve them. Your statutory rights are not affected. See Returns and refunds.

What happens to my photographs?

Our production partners delete your photographs immediately after completing production of your order. After your order is completed, we store your photographs on servers located in the United States and automatically delete them 90 days after order completion. You can contact us to request earlier deletion. Public display or marketing use requires your separate permission. See our Privacy policy.

Who do I contact?

Write to us at support@seremori.com, or see Contact us. A person answers.