FAQS

Our online store in the US supports PayPal, credit/debit card issued by Diners Club, Discover, Master Card, Visa, and American Express. We also accept SplootPuppy Gift Cards.

1. If you have a PayPal account, please try to pay by PayPal.
2. If you do not have a PayPal account, please select PayPal still at the checkout page & click the complete order button. Then you'll be directed to a page with access to both PayPal and Debit/Credit card payment (for the latter option, you don't have to register for PayPal).
3. Please switch to your other credit/debit cards.

Click here for detailed steps

To make the payments at our online store safe and secure enough, we have adopted the lastest payment encryption technology. At the same time, our website has applied the SSL(encryption link) to avoid any information leakage.

We will have detailed size recommendations on each product details page or you can directly contact our online customer service for help.

We have factories and warehouses in the United States and China. We will decide to ship from the United States or China according to the products you purchase.

Oh no! You can’t locate your confirmation email? Our confirmation emails are sent a few minutes after you have placed an order with us. If you haven’t received it, please make sure to check your spam and junk folders just in case! If you are still unable to locate your confirmation email, please reach out to our support team for further assistance.

If you change your mind about your order, you must notify us via email at support@splootpuppy.com or contacting our 24/7 online customer service within 2 hours after placing your order.

Unfortunately, for customized products, once our artists start designing, your order cannot be canceled, please understand!

Standard products :  1-3 business days

Custom Leather Products：2-9 weeks (Hand Painted: 1-2 weeks; Leather Carving: 7-9 weeks)

Custom Felt Products：7-9 weeks

Other customized products : 3-5 business days

You can find your order number and other order information by logging into your account (If you have registered an account). You can also check the order confirmation email.

No worries at all! Sometimes items from your order may be shipped separately from different warehouses, which could result in staggered delivery. Firstly, please double-check your order confirmation for multiple tracking numbers. Please rest assured that the item will arrive soon.

If you still have concerns, our dedicated customer service team is here to help. Just drop us an email at support@splootpuppy.com, and we'll swiftly assist you in tracking down your missing item and ensuring it reaches you as soon as possible.

Depending on what you ordered, your order may arrive in separate parcels. Although in most cases, all items will be packaged together.

Please allow 1-3 days for your order to process (Except custom products). Shipping time is typically 7-12 days, but may vary depending on how your shipping is set up.

Custom product orders take longer to ship.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order.

Please click here to view our Shipping Policy

We provide free worldwide shipping for most orders above $57.77 (For remote areas like Hawaii, we may charge additional shipping fees.)

Orders below this amount will be charged shipping as follows:

Standard shipping---$6.77 USD
Express shipping--$19.77 USD

For more details, please see our shipping policy.

No, we cannot ship to PO Boxes. We also cannot ship to APO/FPO/DPO addresses.

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

Certain types of items cannot be returned, like custom products,  gift cards. Please get in touch if you have questions or concerns about your specific item. 

Click here for return policy

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Once your order is fulfilled, you will receive an email notification with your tracking information or You can log in to our website and track your order through the track button or Contact us 24/7 online customer service.

• If your tracking number entered shows that it is currently unavailable, please don't worry, your order has been shipped out & Delivery Status should update within a few days.
• Tracking numbers will often only begin to become active when the item has arrived in the country of delivery.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Yes! We can draw any pet you like. We've drawn dogs, cats, bunnies, horses, turtles, mice, snakes, goldfish, ducks and more!

Our leather and needle felt products are entirely handcrafted.

The portraits of other customized products are hand-painted by our artists, and then printed on the products you choose by technical means.

Yes! You can choose up to 6 pets on yourpet canvas.

We often create portraits of pets that have crossed the rainbow bridge. We're always able to work with our customers and make this work even if they do not have a clear photo of their pet. Our artists are very talented at what they do! Please contact us if you have any further questions at support@splootpuppy.com or Contact our online customer service.

Unfortunately, we cannot send a preview before you have made your order as a lot of time goes into drawing each portrait. Unlike some of our competitors, we do NOT use any apps to speed up the process of our work which in return, sacrifices the quality of the finished product.If we offered a preview before purchase we would have a lot of time wasters. However, we do offer 'FREE UNLIMITED REVISIONS' which is your guarantee that you will love your order when you receive it! We send you previews by email or live chat or facebook messenger and you can make as many changes as you want, free of charge.

Unlike some of our competitors, we do NOT use any apps to speed up the process of our work which in return, sacrifices the quality of the finished product.In order to ensure the uniqueness of each pet portrait, it is drawn one by one by the artist.

Leather customization is a high-end customized product and takes more time. Usually the order needs to wait and it takes 2-9 weeks from order submission to completion (Hand Painted: 1-2 weeks; Leather Carving: 7-9 weeks). Please consult our online customer service before submitting an order.

This is a very special gift, good things are worth waiting for, isn't it?

We do however offer queue jump, meaning your art will be produced first.

Felt customization is a high-end customized product and takes more time. Usually the order needs to wait and it takes 7-9 weeks from order submission to completion. Please consult our online customer service before submitting an order.

This is a very special gift, good things are worth waiting for, isn't it?

We do however offer queue jump, meaning your art will be produced first.

Curious about your custom product's progress? Feel free to reach out to our friendly customer support team at support@splootpuppy.com or online customer service with your order number. They'll be happy to give you a personalized update.
We're as excited as you are about your custom creation, and we're here to ensure you're always in the know!

Each custom leather and felt product is made by an artist in the order in which they are ordered. If you like it, please place an order as soon as possible.

We do however offer queue jump, meaning your art will be produced first.