FAQ

How the magic happens

What You Do

The magic starts when you pick a product from our online store.

Quite a few of our products are ready to go — just choose your size and colour and add them to your cart in one click.

Products you can add a personal touch to are clearly marked with a bright "Customise Me!" tag. This is where the real fun begins.

We have built these experiences to be straightforward, and to let you enjoy some of the fun we had making them.

Here are the 4 steps to take before we can do our side of the magic:

  1. Pick your product and choose "Customise Me!"
  2. Upload a clear, well-lit photo of your pet
  3. Add any names or text the design allows
  4. Check the preview, then add to cart

 

 

What We Do

 

Customising your design

Which products can I personalise?

Products that can be personalised are marked with a bright "Customise Me!" label.

Choosing your photo

When choosing a photo to upload, please make sure it is well exposed — daylight is best, and avoid using flash. The photo should be sharp, not blurry.

We cannot check every order individually, so you are responsible for the photo you submit. On most of our products we remove the background automatically when we process your image. That works reliably as long as your picture meets the Photo Guidelines below.

Photo Guidelines

Lighting

For outdoor pictures, take the photo on a sunny day.

For indoor pictures, choose a well-lit room — dim photos print darker than they look on screen.

Setting

Most of our designs do the hard work for you and remove the background automatically. It works best when your pet appears against an uncluttered background.

Close up

We want to capture as much detail as possible. A close-up of your pet, sitting or standing, is best. The photo should be sharp and unedited.

Colour images
Different screen technologies and display settings affect how colours appear. The colours on your screen may differ slightly from the finished product. If in doubt, view the product photos on another screen or contact us.

Image size & resolution

The image size and resolution we need varies by product. Please use a high-resolution photo so we can capture every detail of your pet. Pictures taken with your phone camera are ideal. Screenshots, or images previously sent through WhatsApp or similar services, are usually compressed and are not recommended. If you are unsure whether your image is suitable, or have a question about a specific product, email us at paws@petzbff.com.au and we will help.

Ordering

How do I change the quantity in my order?

On the website

1. Click the cart icon in the top right corner.
2. Use the plus and minus buttons next to the item to increase or decrease the quantity.
3. Your cart updates automatically.

How do I order a custom design?

Email us at paws@petzbff.com.au and tell us what you have in mind.

To get started, please include:

  • An image, sketch or link showing what you want
  • How many items you need
  • A description of your request

How does the PetzBFF 100% money-back guarantee work?

Because every item is made to order, we are not able to offer refunds for change of mind, or for choosing the wrong size or colour. This does not affect your rights under the Australian Consumer Law.

If the item you receive differs significantly from the design you approved at checkout, or arrives faulty, you are covered by our 100% money-back guarantee.

Please contact us within 7 days of receiving your order, attaching photos of the issue, at paws@petzbff.com.au.

Changing my order

How do I cancel or change my order?

If you need to cancel or change your order, please contact us within 2 hours of placing it at paws@petzbff.com.au. Requests made more than 2 hours after an order is placed cannot be accepted, because production has already begun.

Why is there only a 2-hour window?

Every item is printed to order. Once an order is 2 hours old it is locked for production and sent to our printer, so we are no longer able to make changes to it.

Delivery

When can I expect my order to be delivered?

Estimated delivery is 5–9 business days within Australia.
Some delays are outside our control, including courier disruptions and busier periods such as Christmas.

My order was delivered to the wrong address

Please email paws@petzbff.com.au and we will investigate.

If a parcel is sent to the wrong place because the address entered at checkout was incorrect, we are unfortunately not able to take responsibility for a misdelivered parcel or one returned to sender, and a replacement would need to be ordered again. Please check your shipping address carefully before ordering, and let us know within 2 hours if you spot a mistake.

My product was unsatisfactory. How do I organise a refund?

Email us at paws@petzbff.com.au and tell us what went wrong. Please include your order number and a photo of the item you received. We will do our best to put it right.
Return and refund policy:

https://www.petzbff.com.au/policies/refund-policy

Can I return my order?

If you are not happy with your purchase and wish to return an item, please contact us within 10 days of your order arriving at paws@petzbff.com.au. Please include your order number and the reason for the return. We will review the request and send you instructions.

Please contact us before sending anything back, so we can confirm the return is accepted. We cannot process your request until the parcel reaches us, and we are not able to track return parcels on your behalf.