Help Center

Shipping times:

• US and Canada: 7- 22 days
• Australia and New Zealand: 7 - 22 days
• Europe: 9 - 17 days
• Latin America: 15 - 25 days
• Africa: 7 - 25 days
• Other countries: 14 - 30 days

Shipping time might vary depending on location, shipment method and other factors.

You'll receive your tracking number via email once we shipped your order.

Processing Time for Custom Collars and ID Tags:

The order processing time takes 1- 4 business days. Processing includes personalizing, checking, packing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you via email. 

Processing Time for Original Artworks:

The order processing time takes 4- 10 business days. Processing includes designing, printing, reviewing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you via email.

If you order multiple different items, some of them might! We work with multiple print/engrave partners who specialize in specific products. And we want to ensure you get your order quickly. 

YES, you will definitely receive a tracking number. As soon as we ship your order, we will send you a tracking number via email. If over 3 weeks have passed and you do not have a tracking number, please email us.

Note that you will receive multiple tracking numbers if your order is shipped in multiple parcels.

Don't worry, we can fix this. Just email us and we will send you the update of your order status. 

YES, we ship to almost every country! Everyone should be able to celebrate the love they have for their pets. We ship to over 85 countries and provide Free International Shipping. 

Unfortunately, due to some specific customs procedures, the delivery to some countries is not available at this time. We don’t ship to OFAC sanctions country list: Balkans, Belarus, Burma, Cote D'Ivoire (Ivory Coast), Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, North Korea, Sudan, Syria, and Zimbabwe. 

Don't worry, this is normal for some customers/orders. We're a real company with real people! The reason you haven't heard from us is because we only begin sending email updates to you once your order has been shipped and has some tracking information. This can take 1-4 business days for custom collars and ID tags, and 4-10 business days for original artworks.

YES, our return policy is effective for 14 days since receiving your product. To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. You are eligible for a return/refund if the product has a manufacturing defect or if we send you the wrong product, color, or size. 

For return/refunds, please send an email to support@petcoachstore.com with your full name, order number, item description, and the reason for your return.

We are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our customer support team at support@petcoachstore.com and our customer support team will do our best to help you.

If you receive a defective or incorrect item we promise to replace it as fast as possible. Please report the issue to us via email and provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed/engraved product.

Order cancellations are permitted up to 24 hours after placing your order. Our team will have started on your order by this 24-hour point, so we, unfortunately, cannot approve any cancellation after this time.

In some cases, we can cancel and refund an order beyond the 24-hour window (e.g. when our team has not yet started creating your order), but this is rare. Please email us to enquire.

Our production process for original artworks is divided into 8 steps.

Step 1: You choose the size and your favorite color

Step 2: You upload the image of your pet (We accept the image of all kinds of pets)

Step 3: Our professional artists transform the photo into unique artwork

Step 4: We send you an email for review

Step 5: You review the artwork and approve the artwork

(Step 6): Revisions made to the artwork (If required)

Step 7: We start to print

Step 8: We check the quality and ship to your home

All in all, from the date you place your order up to the date your product is printed, it can take as few as 4 business days, up to as long as 10 business days depending on a number of factors. These include photo issues, artwork complexity, revision requests, and number of orders in the queue.

It's certainly worth the wait! The excitement when unwrapping your unique pet print is like nothing you have ever felt before.

Our team can print any animal on earth so long as we receive a great photo! 

Unfortunately, we do not do it at this time,  but we specialize in pet artwork.

YES, our professional artist can transform/print multiples pets (4 pets max) on one product and we do not charge any additional fee. We've determined that anything beyond 4 pets will be too excessive and not create the best outcome. 

Please ensure that your pet's fur color, eye color, and any other details are clear and visible in the photo you provide. Low-quality photos or those taken in bad lighting can lead to inaccurate pet art.

To take the best photo, you can check our photo guide page here: petcoachstore.com/pages/photo-guide

All photos you provided us will undergo a screening process. If there's an issue with the photo and we believe your artwork won't be as detailed as we'd both like, we will send you an email to you. But it's best to take matters into your own hands and ensure you upload the best photo you have.

YES, if you would like to change the design, image, size, or color of your order, please send us an email within 24 hours of placing your order. 

Our artists will have started on your order by this 24-hour point, so we, unfortunately, cannot approve any changes after this time.