Frequently Asked Questions

Changed your mind? We’ve got you!

Quick Video Guide

▶️ This short video walks you through how to cancel your order within the allowed timeframe.

NOTE: Your order is only eligible to be canceled within 2 hours after placing the order. After that time, the order is locked for processing and can no longer be canceled. After this period, your order is locked for production and cannot be canceled or refunded.

Still Need Help?

If you're not sure whether your order is still cancelable, feel free to reply to your confirmation email or via contact form — we’ll do our best to assist promptly. 

Need to make changes to your order? Don’t worry — we’re here to help!

Quick Video Guide

▶️ Watch this short video to learn how to request modifications to your order right after it's placed.

You can modify your order simply by sending your request via this contact form. Please provide all details for your adjustment and your order number.  

NOTE: 

• We process orders quickly to ensure fast delivery, so changes to address, item variant, or quantity can only be made within 2 hours of placing the order. After that, the order is locked for processing.

  
  

• For modification requests and in the holiday season, orders may reach you a little longer than usual for processing the change. 

• In some cases, additional fees may required to update the original order.
  

We ensure to provide as many exclusive design as possible on our website. If you couldn't find the design you like or have a need of unique customization, please contact us via this form.

Don't forget to share us the item's name of your interest. Our team will review and give further support regarding your request. 

The good news is YES! All items can be customized without the names. 

How to do: Put a space bar at the required box

1. Missing order values when the order is placed: 

When order are placed, our system will scan them and alert those orders with incomplete customization. It can be missing design, size, shipping address and so on. There will be 2 attempts to contact our customer to get the information via email. If there is no response, the order will be canceled and a refund will be processed also. 

2. No further confirmation for modify request: 

We usually receive emails from customers requesting to modify an order with unclear details. After 3 attempts to follow up without a confirmation, we will cancel the order. 

To avoid this from happening, please kindly check all the details carefully before processing the order. In the first date after you placed the order, please pay attention to your email inbox for any further contact from us. 

Regards, 

Don’t worry — if your tracking says “Delivered” but the package is nowhere to be found, here are a few common reasons and steps you can take:

1. Check Nearby Areas

Sometimes packages are left in less obvious places. Please check:

• Your mailbox, porch, or doorstep

• With your apartment office or building reception, if applicable

• Your PO Box, if you have one (you may need to stop by your local post office to collect it)

2. Ask Around

It’s possible a neighbor or housemate accepted the package by mistake. A quick check with them may solve the issue.

3. Allow a Little Extra Time

Some carriers use GPS to mark deliveries. Occasionally, a package is marked “Delivered” before it actually arrives.
Please allow 2–3 business days, as it often shows up shortly after.

4. Double-Check Your Shipping Address

Review the shipping address on your order confirmation. If there’s a typo or incorrect detail, the package might have been delivered to the wrong address.

Still Need Help?

If you've tried all the above and still haven't received your package, please contact us — we're happy to assist further!

There are usually 2 common reasons that your package is returned: 

1. Your shipping address is incorrect/insufficient. Please contact the nearest local post to check if it is still being held in there. If not, a small reshipping fees will be applicable to resend your package to your correct address.

2. Another reason is that you were not able to collect your package when it was out for delivery, your package would be kept at the local post office for a period of time for pickup before they send it back to the sender. If you are not able to collect your package in time, we are willing to send you a replacement. 

If the second package cannot reach you, we are sorry that there won't be anything else we can do to help.

Recognize your local tracking number

• Pawfect House products are manufactured and shipped out from different fulfillment centers in the USaChina.

• The tracking number you receive in the shipping notice is generated by the original carrier when the package is shipped, for example, YunExpress or YANWEN. On the other hand, a local carrier such as USPS, Canada Post assigns a tracking number for delivering the package to its final destination. This number is used to track the package's progress in your country.

How to track a local carrier?

Here are the general steps to track a local carrier:

1. Upon receiving a shipping notification, locate the original tracking number and click "Track"

2. Check the local tracking number and the local carrier that will handle your order.

3. Visit the local carrier's website

4. Enter the tracking number and track the package

5. Contact the local carrier, please visit: the Contact List of Local Carriers

Some typical original carriers will process your order:

• YunExpress

• YANWEN (17Track tracking website)

We understand your worry while waiting for your package. It is common that your shipment delays in updating tracking information in a few days but they are still being routed to your destination. This will happen frequently in peak shipping periods or when unforeseen circumstances like weather incidents, customs clearance, or carrier backlogs. 

1. If you just placed your order, tracking information will be displayed after your order starts being shipped. You might also refer to this article: My tracking number doesn’t work.

2. If your order was in transit before and stopped for 3-5 days, please wait for the next 48-96 hours for more status. Here are some possibilities for this lack of updating:

The package is in transit between two facilities: During extreme weather or high season (especially holidays), the transit between one facility to another may extend and make the total shipping time longer. 

Your package is being hold at customs: When your order arrives at your nation and the tracking has no further updates, it may simply be held in custom.

The local carrier has no tracking system: Some smaller or rural post offices don't have a tracking system available or don't input the data on the packages they handle or receive. 

Your package may be lost 

3. In case your order is stuck for 10-15 days with no updates, please email us via the Contact Us button so that the problem can be sorted out as quickly as possible.

Normally, the customs/ tax duty is already included in the shipping fee so our customer won't need to pay any further charge to receive the package 

However, depending on the specific import and export policies of uncommon countries, you may be requested by the local carrier to pay an additional charge to release the package from customs and process the final delivery. 

If this happens to your order, please kindly reach out to us with the screenshot of the invoice so we can check and further assist you.

Our Customer Service Team >> Contact Us

Wondering where your order is? Don’t worry — we make it easy to check the status at any time.

Quick Video Guide

▶️ Watch this short video for a quick walkthrough on how to track your order

2 Easy Ways to Track Your Order

1. Via the Shipping Confirmation Email

Once your order ships, we’ll send you an email with your tracking number and a direct link to track it.
-> Don’t see it? Check your spam or promotions folder.

2. Through the Tracking Page

Use our Track My Order page — just enter your:

• Order Number, or

• Tracking Number

You’ll get real-time updates from the carrier.

If you encounter any issues with tracking your order, don't hesitate to contact us. Our customer support team is always happy to assist you. Please refer to the below submission options:

We hope this information helps you track your order with ease. Thank you for choosing Pawfect House!

Currently, Express or Fast delivery is only available for some specific items at Pawfect House. If you want to expedite shipping, please kindly follow the instruction below:

Step 1: Once you have reviewed your personalized options and are ready to check out, please press Secure checkout and complete all required personal information in the Contact Information form: 

Step 2: Please wait a few seconds for the system to load your input shipping address. Then, the available shipping options and fees will be displayed for you: 

Please select the option you prefer and press the Continue to payment button to proceed with the payment.

For products that do not have the fast shipping option available, please complete the order as usual and reach out to us within 2 hours so we can assist you further.

You should see tracking events within 48-96 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking events only show up once the shipment is handed over to the next facility.

Note: Some carriers take a longer time for the next information to appear (DHL, USPS, CA Post,) as they are last-mile tracking codes, which require a certain time for shipments to arrive at the destination country. 

In case there is still no update in the next 5-7 business days, please submit your request here for prompt assistance.

P/s: We guarantee no extra fee for delivery. If under unfortunate circumstances your order was applied with taxes, kindly contact us here, we will surely help you cover it.

Our warehouses are located in different locations in the US, UK, China, and Canada. Moreover, our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. 

You may receive one item before the next. So don't panic if you don't receive all of your items at once. 

You can check the remaining item(s) status here: https://pawfecthouse.com/pages/tracking-order.

Our items are made-to-order products, they normally take 2-7 business days for the processing stage. 

• For basic products (t-shirt, hoodie, mug, blanket, poster): 2-3 business days
• For ornaments and other products: 3-7 business days (cut and sew items might be longer)

The amount of time it takes for your order to leave our warehouse and arrive at the local delivery carrier is different depending on the product type and destination country. The table below provides the standard shipping time (the processing time is not included) by product type:

The shipping notice with tracking information will be sent to your order email from which you can easily track its route. Please kindly check the spam/junk folder as well in case it isn’t in your inbox. The ETA might be shown on the tracking link when your package is shipped. 

Note: In the high seasonal demands, production and delivery times might be delayed by up to 5 business days more than the standard time frame. We apologize for the inconvenience.

Learn more about ordering experience here.

In some cases, you may have to discover the contact information for the local carrier to reroute or collect the shipment once it arrives at the destination country/ local carrier. To do so, follow these steps:

1. Upon receiving a shipping notification, locate the original tracking number and click "Track" to access the tracking page of the original shipping company.

2. Check the last-mile tracking number and the local carrier that will handle your order.

Contact list of local carriers

Sometimes when the delivery agent cannot find a safe place to leave your package or when they missed it while collecting their packages in the morning, they will leave you a collecting notice with instructions on how and where to collect the package. You may also check the tracking link for more details as all information should be updated there.

If you cannot locate the instructions, please contact our support team as soon as possible for further assist. Unfortunately, the package will only be held in a certain period and will be returned to the sender since it is marked as unknown (no one collect the package). 

We're afraid that our standard shipping package doesn't support forwarding request.

We highly suggest you personally contact the post office with your tracking number and check for updates regarding your initial request to them.

On our side, we can support you by following up the shipment until the package reaches final Post office and notify you so you can send a hold request and pick up later.

In case they cannot assist you, please kindly contact our support team for more assistance.

Hi, please rest assured that most packages arrive on schedule. However, we understand that there can be occasional instances where a delay in delivery time is unavoidable. We have listed down some common reasons why your package could be delayed for days:

What to do? 

• Check Tracking Information frequently: Please carefully follow up the provided tracking to notice any abnormal issues as soon as possible. Can't find your tracking details >> How can I track my order?
  
  
• Contact Us: Reach out to our customer support via contact form for more instructions. 
  
  

Priority Production

The customer can expect unparalleled quality, attention to detail, and customer service. Whether the customer needs help with design, production, or logistics, we're here to help in every step of the way.

Package Protection

 Protect orders from Loss, Damage and Theft. 

Depending on your location and the product you choose, your order may be fulfilled from one of our warehouses both within and outside the United States, including facilities in Europe and Asia. 

To better serve customers worldwide, we partner with a network of trusted manufacturing facilities across multiple regions. This global production approach allows us to:

• Ensure faster and more efficient fulfillment based on your location
• Offer a wider variety of products and designs
• Keep our prices competitive and accessible

In addition, we carefully select the most reliable and efficient shipping carriers for each destination. Our goal is to ensure that your order is delivered as quickly and safely as possible, no matter where you are located.

No matter where your order is produced or shipped from, please rest assured that every item follows the same strict quality standards set by our U.S. team. From design to final inspection, we are committed to delivering a consistent and high-quality experience to every customer.

We offer international shipping services to over 200 countries and islands around the world. However, there are some locations we are unable to ship to such as Pakistan, Ecuador, Isle of Man, Costa Rica, Cyprus, Martinique, Cayman Islands, Serbia, Guernsey, Lebanon, Jersey, Dominican Republic, Cuba, Iran, North Korea, Sudan, Sudan, Syria.

Updated: We are sorry that we also cannot ship to Russia and Ukraine at the moment.

We apologize if your country is enlisted above.

If an order was placed and processed successfully, an automated order confirmation should have been sent to you via e-mail. Please check your Spam/Junk/Promotion mailbox if you do not see any emails in your primary inbox.

If you still could not find it after checking, we recommend you Contact Us so we may investigate this for you.

For now, Pawfect House only receives ONE discount CODE to be applied in a single checkout. (Other auto discount programs are still applicable.)

We recommend separating your orders as the best solution.

Thank you for your understanding. 

As a company dedicated to special gift options, we understand the need to put a gift note in the package sent to the recipient.

However, unfortunately, this option is currently not available at Pawfect House. We are in the developing stage so all feedback is our motivation to improve the service day by day. We are working around the clock to find solutions for that. 

Customers can consider buying an Editable Gift Card along with their orders, and send it later to the recipient!

Shop for our Gift Card here: Pawfect House Editable Gift Card

First of all, choose products that you love, have fun customizing them, click "Preview your personalization" to make sure it will be processed as your wish before adding to cart, and then hit "Checkout".

Fill in the shipping details that are most likely to receive packages. Choose a suitable payment method and complete the order.

That's it! We will do the rest for you :)

1. What is a special character? 

In Pawfect House, a character is special when it is not Alphabet letters. Here are some examples:

• Error in font: 

• Error in number: 

• Address is marked as unknown while containing special characters

2. How to avoid: Please follow our instructions below:

- Check the preview carefully before placing the order. This will help you to see if the system can recognize the special characters or not

- Using the shipping address written in the Alphabet letters will help the shipping process without any inconvenience

- If the order has already been placed, please kindly Contact Us to modify your order within 2 hours after placing it to change the font immediately

To edit customization values for an item that is already in the shopping cart, simply follow these steps: 

1) Go to your shopping cart and find the item you want to edit.

2) Click on the product title to access the product page.

3) A pop-up dialog box will ask if you want to auto-fill your previous customization. Click "Yes, go ahead" if you don't want to start all over again. 

4) Make changes to your customization values as you wish and add the new item to your cart.

5) Your shopping cart will now have both old and new items, please remove the old item before checking out.

That's everything needed to be done!   

We can help, fortunately, reimburse you the equivalent amount for the personalized coupons you received from us before your purchase.

However, if it’s an after-purchase promo, we apologize to say that it can only be applied to future purchases.

The package only shows the Recipient's Name, Shipping Address, and order's Tracking Number. Any information related to the receipt or price tag will not be included.

Just a few steps to save on your order:

Step 1: Add the item to your cart

Step 2: Click on the Checkout button (or Secure Checkout for PC/Laptop)

Step 3: Fill in your shipping information and Continue to Payment section

Step 4: Insert your discount code in the Gift Card or Discount Code box. 

(Click APPLY then if you are using a Computer/Laptop)

Step 5: Proceed with other checkout steps

*Please note that only ONE discount code can be applied per order.

Orders placed separately may be distributed in different batches and the items may also be shipped from different warehouses. Therefore, we regret to inform you that there is no option to combine orders and ship them together at the moment. 

However, you may use the discount codes from our newsletters for your second order. Alternatively, you are welcome to reach out to us if you need any additional support.

In some rare cases, when our system identifies orders are in common (placed at the same time, deliver to the same address, can be fulfilled by the same supplier), all the items may be packed together in one package. If you encounter this situation, please kindly contact us. 

There are three simple ways to find LGBTQ products:

1) Type the keyword "LGBTQ" and the product type you are looking for (e.g. "LGBTQ t-shirts" or "LGBTQ couples") in the website homepage search box. This will display all products that match your search term.

2) Access our available LGBTQ collection by clicking HERE.

3) If you cannot find the item you are looking for after trying the above two steps, please contact us via Contact Form. Our customer support team will be happy to assist you in finding the product you need.                 

To remove an item from your shopping cart, simply follow these steps:

1) Go to your shopping cart by clicking on the cart icon in the top right corner of the website.

2) Find the item you want to remove and click on the minus ("-") button next to the quantity field to reduce the quantity.

3) The item will be removed from your cart automatically.

We're sorry you received a parcel with damaged/broken/defective items! Here’s what you need to do:

1. It's not recommended to use the product for better inspection.
2. Promptly contact us here:

• Tell us about your problem(s)
• Don't forget to attach photos/videos that show the defect/damage condition for better support. 
• Shipping lable showing the tracking number

We will give our best to assist. Meanwhile, please refer to our Refund Policy here: https://pawfecthouse.com/pages/new-refund-policy for further information.

We're committed to providing you with high-quality products and services. The preview image is intended to provide a visual representation of the design. It may slightly differ from the actual product due to differences in the printing and manufacturing process. 

Therefore, if the difference is unacceptable, don't hesitate to let us know here. Our goal is to gain a deeper understanding of your expectations for the product, allowing us to improve our product and offer a suitable solution. 

Unfortunately, a return is not included in our Replacement and Refund Policy. 

We offer a replacement or refund if the product you received is damaged, defective, or incorrect. Therefore, feel free to contact us so that we can resolve the issue as quickly as possible within 45 days from the date you received your package.

All refunds will be credited to your original form of payment. Once we have completed the refund, the amount will be reflected on your payment account within 4-7 business days, depending on your bank's process. 

After that time, in case the credit has not been posted to your account yet, please contact your card-issuing bank for further assistance and information. 

Our apology for the mix-up. It’s a rare occasion that happens once in while due to high seasonal demands.

You don’t need to try to reach out to the right recipient. Just fill out our contact form along with the documents below. The more information you have, the sooner the problem can be sorted out:

• A photo of the wrong item
• Shipping label showing the tracking number

Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments. 

If your missing item was shipped with a different tracking number, it may still be in transit to you. In case there is no other information on the remaining items, please reach out to us here.

We are sorry to inform that we don’t offer size exchanges as part of our policy since it is a made-to-order product.

However, if you received the exact size you ordered and it doesn't fit as expected, we can resend the item in a different size for a small fee. Click on the "Submit ticket button" on the header so we can guide you further steps.                             

Once your order is successfully placed, we won't require you to pay any extra fees. If you receive any email that not from our official PawfectHouse domain and asking you to pay additional fee, please follow our instructions: 

- Do not click on any links attached to these emails. If you click to these links, your personal information may be stolen.

- Contact us as soon as possible with a screenshot of the email so we can check and take proper legal action if needed.

While we're aiming to create a great shopping experience, there are still some factors out of our control and we hope you can understand for us!

P/s: Our official domain are contact@pawfecthouse.com and notice@pawfecthouse.com

As we mentioned on this page (https://pawfecthouse.com/pages/payment-methods), Pawfect House accepts three payment methods: 

• Paypal
• Credit/Debit card.
• Shop Pay

*Payment/cash on delivery (purchased order) is not available at PawfectHouse.

Please note that when checking out, your payments will be processed in US Dollars which is our primary currency. 

If your credit card company or bank uses a different currency, the final transaction price may differ due to currency exchange rates.

If you need our assistance, don't hesitate to chat with our support agents.

If you're living in EU countries or Australia, it's your liabilities to pay tax to your government (if you're required to) on your own, we're not collecting any taxes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy) 

We offer safe shopping and accept payment via PayPal, Credit card, and Shop Pay (such as VISA, MASTER CARD, AMERICAN EXPRESS, DISCOVERY, etc.)  Therefore you can choose the most suitable one for you. 

All products are set in US Dollar, please check the convert rate before completing the order.

1. If you are being charged a second time:

• If you pay through Paypal, the second amount might be a pre-authorized charge from PayPal and it will eventually fall off your account. We highly suggest contacting PayPal to turn off or remove the pre-authorized setting in your account. 

• It may also be a pending transaction when paying by credit card, so please kindly check its status. It appears on your bank statement along with the real payment and will disappear within a few business days.

Please reach out to us if you do not see any changes on your account within 5 - 7 business days and we will help to check it out.

2. Over-charged: There is only one transaction, but your side shows that the amount deducted from the account is greater than the original price displayed in the order confirmation email.

• All our products are set in US dollars, when customers outside the US make a payment, it will be processed in USD. However, the customer's payment method can be calculated in a different currency
  

• When the payment is made in a currency other than USD, a currency conversion will be performed by the payment processor using the exchange rate.

• Customers are currently notified during Checkout, Payment Page, and FAQs.
  
  
  
  
  

Please make sure the following information is valid/correct. You should try to enter the information again if you have changed them recently.

• Card number
• Expiration date
• Security code
• Billing address

Besides, we currently have 2 payment gateways: USA and Singapore. The transaction may not push through if the payment is routed to our international gateway while your card is not allowed internationally. 

Other reasons might be insufficient funds, blocked cards, or exceeded withdrawal amount. To better understand what may have caused the decline, we recommend that you contact your card issuer or financial institution directly to inquire about the specific reason for the decline.

Moreover, if you currently use a Discover Card to complete the transaction, please check this video for more instructions regarding the steps. 

To prevent your shirt from shrinking or the design from fading, kindly follow these tips:

1. Wash in cold water: Hot water can cause T-shirts to shrink, so it's best to wash them in cold water. This can also help prevent fading.

2. Wash safely for washing machine: It's always recommended to wash print apparel products by hand to maintain the durability of the design. If using a washing machine, put your shirts in the laundry bag first. 

2. Turn your shirt inside out before washing: Avoid printing design from damaging and fading.

3. Use a gentle detergent: Use a gentle detergent that is designed for delicate fabrics. 

4. Avoid the dryer: The heat from the dryer can cause T-shirts to shrink and fade. Instead, hang your T-shirt to dry, or tumble dry low.

5. Iron on low heat excluding the design area: If you need to iron your T-shirt, use a low heat setting and avoid ironing directly on the design area.

6. Store properly: To keep your T-shirt looking its best, store it in a cool, dry place away from direct sunlight. Fold it neatly and store it in a drawer or on a shelf. Avoid hanging it, as this can cause the fabric to stretch and lose its shape over time.

Although we understand the meaning of keeping pet related things in daily or memorial items, we do NOT recommend our customers to put those things (such as Ashes, Fur, ...) because it might cause your product to malfunction in some aspects.

If the product is defective due to the above reason, unfortunately, we are unable to take responsibility in this situation. 

We are working to improve and expand our options to meet the customers' various demands. Thank you for choosing us for your special moment! 

If your solar light is not lighting up, follow these troubleshooting steps to try to fix the issue: 

1. Check the batteries, make sure they are fully charged - Put the solar lights where they can receive direct sunlight from 5 - 7 hours during the day. 

2. Check the switch - Make sure the switch on the solar light is in the "ON" position. 

3. Reset the light - Try resetting the light by turning it off for a few days and then turning it back on again. This may help to recalibrate the internal components and fix any issues. 

If none of these steps work, please submit a ticket here and send us a short video of the solar light turning on at night/in the dark, we will check it out and have the Solar powered stand replaced.

If the product title does NOT mention "Canvas", it means that you are ordering a Poster, which does not come with a frame. 

If the customers want to buy a Poster with a frame included, please search on our website with the keyword: CANVAS 

Or quick access to our Canvas collection here: Canvas Collection

Generally, we make sure that each product we make is checked well and tested for quality before being sent to the customer. The chances of the beach towels having folding or white lines are therefore minimal. 

For this product, we applied the sublimation printing technique, which requires a flat surface for printing by using heat to press down the fabrics and then proceed with the printing steps. The white lines, as a result, possibly appeared when the towel(s) were folded for shipping. 

If your towels encountered this issue, below are some tips to improve the situation:

1. Soaking the towel(s) overnight in cold water can also help the fabric to bloom. 

2. Washing: Start by washing the towel according to the care instructions. Use a gentle cycle and avoid using too much detergent. 

3. Drying: After washing, tumble dry the towel on a low heat setting. The heat from the dryer will help relax the fabric and reduce the appearance of folds.

4. Steam Ironing: If the towel is still creased after washing and drying, you can use a steam iron to remove the folds. Set the iron to a low or medium heat setting and ensure that the steam option is turned on. Gently glide the iron over the towel, focusing on the creased areas. The steam will help relax the fabric and smooth out the lines.

We regret to say that each order will only have one box. This means that all ornaments in your order will be packed and shipped in ONE box only. In some rare cases, it might be shipped in 2 boxes if teh quantity exceeds the box's containment. 

It is difficult for us to ship each ornament individually because the volume and area will increase, the shipping fee will be high as a result. 

Please kindly note that we don't intend to make the box as a gift box as it is just a box to hold and protect the ornaments. 

As you may know, the Platter is primarily intended for decoration. To maintain its appearance during use, please follow our instructions below:

1. For food-serving functions, it is highly recommended to use it for snacks, fruits, and vegetables and not to use it for hot food (warm food is acceptable). 

2. It is important to note that the Platter should avoid any physical impact that can directly harm the surface such as cutting or preparing food.

3. To ensure the longevity of your Platter, we recommend that you use gentle kitchen scrubbers and non-abrasive detergents to clean it. This can help to protect the design image for such printing products. 

We do not recommend using a dishwasher to clean the Platter, as this can cause it to chip or crack. 

4. Avoid putting other dishes on top of the Platter as this can cause unexpected scratches to the surface. 

For printing products, it is always recommended to have special treats, care, and use to maintain the design printing over time. Thank you for your effort in following our instructions!

Please be advised that this product does not come with a Battery, therefore, if your Mason Jar Light does not work, please check the below steps: 

• Step 1: Open the box lid and check if you have put the battery in

• Step 2: Use two 3A batteries to put in 

• Step 3: Turn the switch button ON. 

Access our reference video here: Mason Jar Light Quick Look

Since our sunshade is thicker than normal items, the way to use it will be slightly different from others. 

If you are having trouble, we recommend that you moisten the suction cups with a small amount of water first to enhance the adhesiveness. 

Then, along with the suction cups, please kindly lower the sun visor for more support according to our guidelines below:

If you are still having trouble attaching your suction cups, please kindly help us take a video and send it to our Customer Service Team at Contact Us. 

Our Decorative Mat is made of a heat-resistant non-woven fabric and is mostly used by our customers for decorative purposes. 

For the standard version, it can be put on top of another doormat/rug to keep it fixed. 

For the premium version whose material is weather-resistant, it can hold up well to heavy foot traffic and exposure to the elements. When placing the mat outside, it is important to choose a location that is sheltered from direct sunlight and protected from heavy rain or snow. This will help to prolong the life of the mat and prevent it from becoming discolored or damaged.

Generally, all the mats are rolled in before shipment to avoid bent or creased situation. However, if your doormat is creased or bent somehow, please don't worry. Below are some suggestions to improve the situation: 

• Step 1: Fill the iron with water. Pre-heat to highest setting with steam on high.

• Step 2: Place a white towel onto the mat, while applying pressure, iron directly over the towel. Iron the full area of the rug. 

• Step 3: For more stubborn creases and wrinkles, apply additional pressure, and hold the iron over those areas for up to 10 seconds along each section.

• Step 4: Once all wrinkles and creases are removed, vacuum the rug to fluff up the pile if it is tufted.

PLEASE NOTE:

1. Use a WHITE TOWEL to avoid any dye transfer through the heat and steam process.

2. NEVER iron the rug without a towel in place.

3. For stubborn wrinkles, dampen the towel slightly. For hardwood floors, you are recommended not to place the rug and iron on the floor.

How to install: 

• Thread the two ends of the rubber band through the two holes on each side of the wood sign and make a knot to secure them.
• You should keep a certain elasticity but not too loose so that the game can be played most easily.

How to play: 

• Use the elastic band to shoot all the balls through the small gate, to your opponent half.
• First player to empty half of it wins the round.
• Win 3 rounds to win the match.

Playing Tutorial Video: https://www.facebook.com/reel/1052019372243585

There's a clear/ brown cover sticker to protect the plaque from scratches during transit. To remove the protective film from acrylic products, follow these steps: 

1. Locate the edge of the film.

2. Peel off the film - Once you have found the edge of the film, gently peel it off the surface of the acrylic product. 

3. Or use a scraper - If the film is difficult to remove, you can use a plastic scraper/ credit card or a pointed stuff to help lift the film off the surface of the acrylic. 

Below are the instruction videos: 

• How to tear the brown paper: click here
• How to tear the clear/ cloudy paper: click here
• How to use sharp objects to lift the film layer: click here

The product printing is water resistant. Therefore, it can be put outside or in the garden.

To ensure the longevity and appearance of a memorial stone/slate, please adhere to our guidelines below: 

- Gently place at a 45-degree angle. 

- Hand wash only. 

- Do not scrub/soak. 

- Dry the item using soft cloth. 

- Do not expose the stone to chemicals

Our products are suitable for indoor and outdoor use in typical weather conditions, but are not intended for harsh or extreme environments over extended periods. 

For the best experience and longer lifespan, we recommend:

• Avoiding prolonged exposure to harsh weather (storm, heavy rain, extreme heat)
• Placing the products in covered or semi-sheltered outdoor areas whenever possible 
• Storing in a dry place when not in use

1. WOOD SIGN – USAGE TIPS 

This product has gone through thorough testing and improvements before being offered to customers, so it is generally well-suited for outdoor use and should not encounter major issues.

However, depending on weather conditions in different areas, the product may occasionally flip or move due to strong winds. If you experience this, please refer to the following tips:

• Add adhesive hooks or clear command strips to the bottom back of the sign to lightly secure it against the door
• Use a double hanging point (two small hooks instead of one) to distribute the weight more evenly
• Shorten or adjust the rope length so the sign sits closer to the door and has less room to swing
• Attach small felt pads or rubber bumpers on the back to cushion contact with the door
• Use a thin, clear fishing line from the bottom of the sign to the door to stabilize it (almost invisible but very effective)

These quick adjustments should help keep it steady and looking great on your door!

*Can we use a sprayer for this product?

To preserve the original color and finish of the design, we do not recommend using additional sprays. Different spray products contain various chemical components, which may react with the surface—either immediately or over time—and potentially alter the appearance.

If you still prefer to use a spray (although not recommended), we suggest testing it on a very small, less visible area first to check compatibility. Please note that any effects caused by applying such products would not be covered under our support or refund policy.

2. FLAG & BANNER – USAGE TIPS 

Flags and banners are crafted from lightweight polyester fabric, making them ideal for vibrant display and durability. Due to the nature of packaging and shipping, you may notice some light creases upon arrival—this is completely normal and can be easily smoothed out before use.

To restore the appearance:

• Gently iron at low temperature or steam to remove wrinkles
• Hang the product for a period of time to allow it to naturally smooth out

For long-term care:

• Hand wash gently if needed (avoid harsh detergents)
• Air dry only — do not tumble dry
• Do not fold or store when wet or damp
• Store in a dry, well-ventilated area when not in use

With proper care, these products are suitable for short to medium-term outdoor use and will continue to look great throughout your celebrations.

Custom Shaped Stone

Access the Instruction Video here: Custom Shaped Stone

• Step 1: Put the two stands parallelly and away from each other at around 1.2 inches (or 3 centimeters). 

• Step 2: Ensure the stone surface near the heart top touches the two stand tops as shown in the picture. 

Wooden Plaque With Stand

Access the Instruction Video here: Wooden Plaque With Stand

• Step 1: Match the 2 holes on each stand together to create a 90-degree angle

• Step 2: Make sure the two holes fit tightly together

Acrylic Plaque Stand

Access the Instruction Video here: Acrylic Plaque Stand

• Step 1: Open the stand to the largest distance it allows with the longest edge points up

• Step 2: Put the bottom edge on the plaque on the stand to touch 2 curved parts of the stand

• Step 3: Make sure the plaque is put in the center of the stand to maintain stability. 

Dear customer, to straighten a poster that has been rolled up in a tube, you can follow these steps:

• Remove the poster from the tube carefully to avoid any wrinkles or creases.

• Lay the poster flat on a clean, smooth surface, such as a table or the floor.

• Place it between two sheets of clean, white paper and then placing some heavy objects on top of the paper, especially those corners. This will help to flatten the poster without damaging it.
  
  

If the poster is still curled up, you can try rolling it in the opposite direction for a short time and then unrolling it again. This can help to loosen up the fibers and reduce the curl.

Leave the poster to flatten for several hours or even overnight, depending on the severity of the curl.

With these steps, your poster should be straightened out and ready to display.

All our apparel products including T-shirts, Sweatshirts, and Hoodies, ... are true to size. The products are unisex so it fits both men and women.

1/ You can easily locate the Size chart information on top of the size options on product page:

2/ Please carefully review the measurement details to select the appropriate size for your item later:

*SOME TIPS BEFORE ORDERING*

1. Do not just order your regular size without consulting our Size Chart first. 

2. If you want to wear it comfortably, you may consider ordering one size larger than your body's dimensions. 

3. Check the garment details: Pay attention to the fabric and style of the shirt you are ordering. Some fabrics may have more stretch or give, which could impact the fit.

4. Consider shrinkage: Keep in mind that certain fabrics may shrink after washing (especially if you use a washing machine). If you're between sizes or unsure, you may want to opt for the slightly larger size to account for potential shrinkage. 

Additionally, we have some tips to reduce shrinkage also >> How to avoid Apparel Products from Shrinking/ design fading?

5. Please kindly understand that the sizing chart is for reference only. There might be ±5% deviation in length and width for manual measurement and production processes. The size numbers are presented in both inches and cm.

If you still hesitate what size to pick, please feel free to consult our Customer Service Team at >> Contact Us

By following these steps, you'll be able to ensure that the fibers fall into the right place and create a desirable smooth texture.

1. Start by preparing your fleece blanket: Lay it flat on a clean, flat surface. This will allow you to work on it more effectively.

2. Brushing technique: Use a soft-bristled brush, such as a clothing brush or a pet grooming brush, specifically designed for delicate fabrics. Avoid using brushes with stiff bristles, as they may damage the fleece.

3. Brush in one direction: Begin brushing the fleece in one direction, using long, gentle strokes. Start from the top and work your way down, ensuring that the fibers align as you brush. This will help to create a smoother surface.

4. Pay attention to problem areas: If you come across any areas that appear more matted or uneven, focus on those sections. Use shorter strokes and apply slightly more pressure to help the fibers fall into place.

5. Regular maintenance: To maintain the smooth surface of your fleece blanket, it's recommended to brush it regularly, especially after washing or using. This will prevent the fibers from becoming tangled or matted.

6. Avoid excessive force: While brushing, be gentle and avoid applying excessive force, as this might cause damage to the fabric or affect the overall texture of the blanket.

7. Washing the blanket: Soaking the blanket(s) overnight in cold water can also help the fabric to bloom. 

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