What should you include in your message?
A little detail up front means our first reply can sort things out instead of asking you questions. Here’s what helps for the most common requests:
- A change to an order you’ve placed: your order number, the name and email used on the order, and the change you need, such as a different photo, size or address. Write as soon as you can, because once production has started we may not be able to change it.
- Something arrived damaged, misprinted or wrong: your order number, one photo of the whole item and a close-up of the problem. Send them within 14 days of delivery.
- A question before you order: the product you’re looking at and what you’d like to know. For clothing, add the measurements you’re comparing with our size guide.
- Your pet photo or personal details: the email you ordered with and your order number, plus what you’d like us to do, such as delete your photo.
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Not sure your photo will print well?
Check it against the photo tips on our how personalization works page first: clear, well lit, facing the camera, with the whole face in frame. A photo that works for a small face on socks may not hold up when it’s printed large across a blanket, so tell us which product you have in mind.
You don’t have to get it perfect before ordering. If the photo you upload is too blurry, dark or low-resolution to print well, we email you before production.
Which time limits should you know?
- Before production starts: the best time to ask for a change. Each item is made to order, so once it’s being printed we may not be able to change or cancel it.
- Within 14 days of delivery: report a damaged, misprinted or wrong item with photos, and we’ll reprint or refund it.
- Before a holiday: busy seasons can add 5–15 business days to shipping, so order early for the holidays.
Looking for a quick answer?
- Common questions about photos, sizing and gifts are answered in our FAQ.
- Production and delivery ranges by product are on our shipping page.
- What’s covered for damaged, misprinted or wrong items is in our returns and remake policy.
- Garment, sock and blanket measurements are in the size guide.
- How we handle your photo and details is in our privacy policy.
Just getting to know us? About GenzOutfit explains what we make and how we work.
Have a clear photo of your pet? Pick a product and upload it on the product page.