FAQ
Ordering & Customization
How do I place an order?
Simply choose your apparel, upload a pet photo or enter their name, and place your order!
What if my pet’s photo isn’t high quality?
For the best results, we recommend using clear, well-lit, high-resolution images. If needed, we will reach out for a better photo.
Can I see a preview before my order is shipped?
Due to the custom, handcrafted nature of our embroidered products, we don’t provide proofs or revisions before shipping. Rest assured, our team carefully designs each order to beautifully capture your pet’s unique details.
Can I add text or a name to my pet product?
Absolutely! You can personalize your order with your pet’s name in any of our monogram products. We are working on being able to add names to portraits and other products soon!
Shipping & Delivery
Where do you ship?
We ship worldwide! Pricing may vary on region.
How long does shipping take?
Production takes 2-3 weeks, and shipping time depends on your location. You’ll receive tracking once your order ships.
Do you offer tracking for orders?
Yes! A tracking number will be emailed otherwise you once your order has shipped.
What if my package gets lost or damaged?
If your package is lost or arrives damaged, contact us, and we’ll work with the carrier to resolve the issue.
Can I change my shipping address after ordering?
If your order hasn’t been processed yet, we can update your shipping address. Contact us ASAP!
Returns, Refunds & Cancellations
Can I return or exchange my product?
Since each item is custom-made, we do not accept returns or exchanges. If there’s an issue, contact us!
Do you offer refunds?
Every Toby & Co. product is custom-made with care, so we can’t accept returns or exchanges. However, if your order arrives damaged or incorrect, please contact us right away, and we’ll make it right!
Can I cancel my order?
You may cancel within 12 hours of placing your order. After that, production begins, and cancellations are not guaranteed.
What if I don’t like the final product?
Since every Toby & Co. item is custom-embroidered just for you, we aren’t able to accept returns or exchanges. But your happiness is very important to us—if your product arrives damaged or incorrect, please reach out immediately so we can resolve the issue!
Product Details & Quality
What materials do you use for apparel and accessories?
Our apparel is made from high-quality cotton blends, and we use premium embroidery threads for a lasting finish.
Are the colors in the final product accurate to my uploaded photo?
Our embroidery is crafted to closely match your pet’s likeness, but slight variations may occur due to thread colors.
How should I care for my embroidered apparel?
Wash inside out on a gentle cycle with cold water. Tumble dry low or air dry. Do not iron directly over embroidery.
Payments & Discounts
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and other secure payment methods at checkout.
Do you offer discounts or promotions?
Yes! Follow us on Instagram and subscribe to our newsletter for exclusive deals and promotions.
Do you have a referral or loyalty program?
We’re working on it! Stay tuned for upcoming rewards and perks for our amazing customers.