FAQ
1. About the Product
Q: What is a custom pet photo memorial frame?
A: It is a specially designed memorial frame where you can engrave your pet’s photo and personalized text on a glowing panel to honor the cherished moments of companionship.
Q: What are the available sizes and materials?
A: We offer multiple sizes (e.g., 6*8“，5*7”). The materials include a high-transparency acrylic panel and an eco-friendly wooden base with LED lighting, making it both durable and elegant.
Q: Can the LED lighting be adjusted?
A: Yes, the light has three brightness modes, adjustable through touch or a switch to suit different environments and moods.
2. Customization Service
Q: How can I upload my pet’s photo?
A: You can upload the photo file and input the text you want to customize (e.g., your pet’s name) on the order page during checkout.
Q: What are the requirements for the photo?
A: Please upload a clear, high-resolution photo. Images with simple backgrounds and adequate lighting work best. Supported formats include JPEG and PNG.
Q: Are there any restrictions on the customization content?
A: Each frame can feature one photo and up to 30 characters of text, supporting multiple languages. Please ensure the content does not include sensitive or infringing information.
3. Production and Shipping
Q: How long does customization take?
A: Customization typically takes 5-7 business days after design confirmation. Delays may occur during holidays.
Q: How long does shipping take?
A: Shipping times vary by location, usually between 5-15 business days. You can view the estimated delivery time during checkout.
Q: Do you offer global shipping?
A: Yes, we provide global shipping. Additional shipping fees may apply to certain regions.
4. After-Sales Service
Q: What if the product is damaged or incorrect when received?
A: If the product is damaged or contains errors in customization, please contact us within 48 hours of receiving it and provide photos. We will replace or refund it at no cost.
Q: Can I cancel or modify my order?
A: You can cancel or modify your order for free within 24 hours of confirmation. After 24 hours, changes are not allowed as production will have started.
Q: Do you provide a warranty?
A: If the LED light or material has non-human-caused damage, please send us photos for replacement. Other aspects of the product cannot be replaced once shipped.