FAQS
Got a question or concern? Check out our FAQs below to see if we have your answer. If you can't find what you're looking for, please head to our contact us page.
PORTRAIT ORDERS
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We can design portraits for any animal on our human Products. Birds, Dogs, Bunnies... all are welcome!
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Yes, All customers get to preview their portrait illustrations and request any changes before printing if wanted. We will email you once your portrait is ready for your approval.
If the customer does not reply to emails and all efforts to contact them in seeking design approval, Zoopeez will print and ship what has been designed.
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As soon as you place your order, we start designing your portrait for you to approve. This is sent to you within 1-10 business days. Once approved, your order is sent off for print production! Most of our products are produced within 2-7 business days and we send you your tracking details once we've shipped your order!
ORDERING/PRODUCTS
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The text add-ons are separate listings that can be purchased with any bandana and or bows ties. Text add ons can only be purchased along with a bandana and or bow tie.
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We sure can! We encourage creativity! Custom phrases or designs - we do it! Reach out using our contact form or directly email hello@zoopeez.com to receive a free consultation.
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For items that can be washed: Hand wash or machine wash on a gentle cycle in cold water and lay flat to dry. Do not use any harsh chemicals such as fabric softeners or bleach. If ironing always iron on the reverse side of print. Let cool completely before using.
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It is important to know that what colour you see on a computer screen is not exactly what will be printed unless the screen is professionally calibrated. Screens work in the RGB (Red, Green, Blue) colour space, whilst printing works in the CMYK (Cyan, Magenta, Yellow, Black) colour space. In understanding this all customers will agree that colours may vary from what is approved on screen to what is finally printed.
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You can find size guides in our size chart page. We suggest measuring before choosing a size to guarantee the best fit.
SHIPPING AND TRACKING
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We ship all around the world! Check out shipping page for more information.
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You can check your estimated time of arrival here. Zoopeez is not responsible for items lost in the post as unfortunately, this is out of our control. Orders posted within Australia typically arrive within a week, and orders posted outside of Australia typically arrive within 2-4 weeks, but can take longer depending on location and customs. We highly recommend selecting a tracked shipping option to avoid this issue.
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Australia: We estimate orders to arrive within 1- 2 weeks from the date of purchase. Express Shipping arrive within 1 week.
NZ: We estimate orders to arrive within 1-3 weeks from the date of purchase.
USA, Canada: We estimate orders to arrive within 2-3 weeks from the date of purchase.
UK, Europe & Rest of world: We estimate orders to arrive within 2-5 weeks from the date of purchase.You may experience longer shipping times during peak holiday seasons, up to 4 weeks.
Returns & Refunds
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We endeavour to produce and ship your order as quickly as possible. This means after your order has been placed the production may start within hours. If you wish to cancel or change your order, please email as soon as possible tohello@zoopeez.com
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If you made a typo and spelt your pet's name wrong please get in touch with us and we'll be able to reprint it at a reduced rate. Please email as soon as possible to hello@zoopeez.com. If it’s our mistake, we’ll get a replacement to you asap without any fees of course.
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Everything in our store is made to order, due to this we are not able to offer exchanges, returns and refunds but please contact us if you have any problems with your order. Because of the nature of these items, unless they arrive damaged or defective or a name is spelt incorrectly, we cannot accept returns. If your item has arrived faulty or damaged please contact us at contact us at hello@zoopeez.com stating your order number and a description of your concern.
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Due the nature of custom orders, we do not accept returns or refunds on any purchases unless the item is damaged or printing error. For this reason it is important that you accurately measure before ordering using our sizing guide. Please contact us at hello@zoopeez.com if you need help to get your dogs the correct size.
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Zoopeez 1-Year Warranty Policy
At Zoopeez, we stand by the quality of our products and want you to shop with confidence. That’s why we offer a 1-year warranty on all our products, covering any defects or damage under normal use.
What’s Covered?
- Manufacturing defects
- Damage occurring under normal use
What’s Not Covered?
- Damage caused by pet chewing or biting
- Damage from incorrect washing or care (please follow our care instructions)
- Deliberate damage or misuse
If you experience an issue with your product within one year of purchase, please contact us at hello@zoopeez.com with your order number and photos of the issue. Our team will assess the claim and, if eligible, offer a replacement.