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.
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.