FAQ's
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges.
How much does shipping cost?
We’re happy to offer free shipping on all U.S. orders. 🌟 International orders are subject to shipping fees, which vary depending on your location and will be calculated at checkout.
How long will it take to ship my order?
Because all of our products are fully custom made most orders ship within 1–2 weeks. The timeline depends on how quickly you approve your proof (and if any revisions are needed). Once your proof is approved, your custom order will be on its way within 1–2 weeks.
Can I cancel or change my order?
You can cancel your order within 24 hours for a full refund. If your artwork has already been started, we offer a refund minus a $25 artwork fee. Unfortunately, once the production process begins, changes can’t be made.
Because every item is made just for you, we do not accept returns or exchanges after 24 hours unless something arrives damaged or incorrect.
Reach out to support@jasperandcostore.com to change or cancel orders.
Can I exchange my order?
We do not accept exchanges due to the personalized nature of our products. Please double-check your size and color before ordering — and reach out if you’re unsure. We're happy to help you decide!
Products & Orders
Below are some of are common questions about our products and the ordering process.
Will I see a proof before my order is made?
Yes! You’ll receive a proof within 1–2 business days of placing your order. Please keep an eye on the email you used at checkout and be sure to approve (or request revisions) quickly so we can move your order into production and ship it out on time.
Can I request a revision to my proof?
Absolutely! We want to make sure you love your portrait we created!
Each order includes two free revisions per pet. Additional revisions are available for purchase for $15 each.
How do I upload my pet's photo?
On each product page, you’ll see a field labeled “Upload your pet’s picture here” with a “Choose File” button. Simply click the button to upload a photo directly from your device.
If your order includes multiple pets, please upload one image for each pet so we can create the best possible design.
What makes a good photo for embroidery/customization?
For the best results, please upload a close-up photo of your pet’s full face in clear lighting.
✅ Do: Show the whole face, up close, with sharp detail.
❌ Don’t: Use photos that are far away, blurry, pixelated, or cropped so parts of the face are missing.
Do you only customize dogs?
Not at all! While dogs are our most popular requests, we can customize any pet — from cats and rabbits to horses, birds, and beyond. 🐾