FAQ

How the Magic happens

What You Do

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

We have quite a few products that readily designed and for those ones, all you have to do, is pick you size and colour and you can add to your cart in one click.

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

We have crafted these experiences, on one hand, to make them straight-forward and on the other, to ensure that you can experience the fun that we had in building these products.

Here are the 4 steps you will need to take before we can make our side of the magic happen:

 

 

What We Do

 

Customising your Design

Which products can I personalise

Products which can be personalised, are marked with a conspicuous yellow "Customise Me" label.

Choosing your photo

When choosing a photo to upload, please ensure that it has good exposure (preferably daylight and no flash lighting). The photo should be clear, not blurry. Please note that we cannot verify every order, so you are responsible for the photo submitted. We remove the background automatically on most of our products when we process your uploaded images. You can trust this process if you used a picture which meets our Photo Guidelines (FAQ)

Photo Guidelines

Lighting

For outdoor pictures, ensure your pet picture is taken on a sunny day.

For indoor pictures. choose a well-lit room as there may be a slight colour difference during printing.

Setting

Most of our designs will do the hard work for you and automatically remove the background. It is best that your pet appears against an uncluttered background to ensure that our magic works best.

Close up

We want to capture as much detail as possible. A close-up of the pet, sitting or standing, is best. It is important that the photo is sharp and has not been edited beforehand.

Color images
Please note that the use of different display technologies and your individual display settings can lead to distortions in the colour representation. The colours shown on your display may therefore differ slightly from the actual colour of the products shown in our product photos. If in doubt, we recommend that you look at the product photos on another display or contact us.

Image Size & Resolution

The required image size and resolution may vary depending on the product. Please make sure to use a high-resolution photo so we can capture all the details of your pet in the best possible way. Pictures taken with your phone camera are the way to go. Screenshots or images previously sent via WhatsApp or similar services are often compressed, reducing their quality, and are therefore not recommended. If you’re unsure whether your image is suitable or have questions about the specific requirements for a certain product, our customer service team will be happy to assist you at any time. Please contact us on paws@petzbff.com.au

Ordering

How do I change Order Quantity?

Via the website

1. Click on Your cart at the left corner.
2. Tap Change next to the quantity and you should be able to either increase or decrease the amount using the plus or minus buttons.
3. Once you're satisfied with the changes, click submit or save.

How do I order a personal design?

Please contact paws@petzbff.com.au and notify us about your request
To get started, please provide us with the below information:
- Products image/sketch/link:
- Quantity of items:
- DescYour request:

How does PetzBFF 100% money back guarantee work?

Because each of our product is custom-made, we cannot offer refunds for change of mind and incorrect selection of sizes or colour.

Our product is manufactured to the highest quality. If the item you ordered differs significantly from the design you approved at checkout, you will be eligible for a 100% money back gurarantee!

Please contact us within 7 days of receiving your order attaching photos to illustrate the issue by emailing paws@petzbff.com.au

Change my order

To cancel or modify your order

In the event you wish to cancel or change your order, please contact us within 2 hours after your order is placed via paws@petzbff.com.au. Please keep in mind that any cancellations done 2 hours your order is placed will no longer be allowed.

Cancelling my order

According to our policy, your order is only eligible to be cancelled and modified within 2 hours of placing the order. After that time, the order is locked for processing so we have no right to make any modification for you.

Delivery Status

When I can expect my order to delivered

The estimated time for deliver of your order is 5-9 days within Australia.
Please note that there are some unforeseen circumstances, such as logistics issues, that we are unable to control on our end as well as delays in holiday seasons.

My order was delivered to the wrong address

Please email paws@petzbff.com.au and we'll investigate the issue.

For orders shipped to the wrong address due to a customer entering an incorrect address, we will unfortunately not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be donated right after they come back to our warehouse). Customers must cover the cost of ordering replacement items. Please ensure you correctly enter and check your shipping address before ordering or let us know within a couple of hours if you have made a mistake.

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

Please contact paws@petzbff.com.au and notify us about your problem. Please provide your order number as well as the picture of odd items received. We ’ll do our best to resolve this issue to your full satisfaction.
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 from your order arrival date via paws@petzbff.com.au. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.
Please contact us before returning your package to check whether the return package is accepted or not.Your request is delayed until we get this package. We do not take any responsibility for tracking the returning package.