Frequently asked questions
Everything about custom pet art, phone cases, previews and shipping.
What makes a good photo?add
A well-lit shot where your pet's face is clear, eyes visible, and the background isn't too busy. Phone photos work great — you don't need studio gear.
Do I pay to preview?add
No. You get 2 free previews to try, no credit card required — and 10 in total when you join our newsletter. You only pay when you order a product.
How long does shipping take?add
Every POPPAW is made to order — production takes around 7 days and tracked shipping adds another 5–10 days, so most orders arrive within about 12–17 days. Digital downloads are delivered the moment you check out.
What if my order arrives damaged?add
Because every POPPAW is custom-made, we don't accept change-of-mind returns once production starts. If your order arrives damaged or with a production defect, contact us with photos within 48 hours of delivery and we'll arrange a replacement or refund. Full details are in our Shipping Policy and Terms.
Does it work for cats, or just dogs?add
Both — and most other pets too. Upload a clear photo of your cat, dog or other furry friend, pick a style, and preview the art free before you buy.
Will it work if my pet is black or flat-faced?add
Yes. Our styles handle black coats, flat-faced breeds (French bulldogs, pugs) and long-nosed dogs. The key is good lighting and a clear view of the face — see "What makes a good photo" above.
Is the artwork made with AI?add
Yes — we use AI to turn your photo into a styled portrait in under two minutes, so you can preview it free before you buy. No waiting days for a proof, and no sign-up needed to try.
Which phone models do you support?add
We make cases for recent iPhone and Samsung Galaxy models — from the latest iPhone (including Pro Max) back several generations, plus the Samsung S-series. You pick your exact model when you order.
Can I add custom text to my design?add
Yes. After checkout you'll get a link to add custom text — a name, date or short message — in a simple editor. You have 24 hours to personalise it before your order goes into production.
Where do you ship?add
We ship worldwide with tracking, including the US, UK, Ireland/EU and Canada. Import duties or VAT may apply on some international orders, depending on your country.
What's included in the PopPaw Set?add
The PopPaw Set bundles a custom phone case, a matching acrylic charm, a braided wristlet and the digital artwork — one style carried across all four pieces, at a saving over buying them separately.
Can I get just the digital artwork?add
Yes. You can buy the high-res digital download on its own to print or share, or add a phone case, charm, wristlet or transfer stickers — your choice after you preview.