How Can We Help?
Shoot us a note and we’ll get back to you ASAP!
HELP@PUPSENTIALS.COM
FAQs
Shipping
Payment
Returns & Exchanges
Product
Ordering
Photo Uploads & Artwork
Custom Details & Add-ons
Sizing & Fit
Still Have Questions?
Shipping
We ship across the U.S. and internationally! Every item is packaged and shipped from our studio in Austin, Texas.
Standard U.S. shipping is typically $6–$9, depending on the item. International shipping is calculated at checkout based on location and package weight.
Because each item is custom-made, orders ship in 3–4 weeks. During holiday seasons or with multiple pets, timelines may extend to 5–6 weeks.
Yes! We can ship to PO boxes via USPS. If you prefer UPS, we recommend using a standard street address.
Email us at help@pupsentials.com within 24 hours of ordering. After that, we may not be able to adjust your address depending on order status.
You can cancel your order within 24 hours for a full refund. If your artwork has already been started, we offer a refund minus a $35 artwork fee. Unfortunately, once the embroidery process begins, changes can’t be made.
Reach out to help@pupsentials.com to change or cancel orders.
You’ll receive an email with tracking as soon as your item ships. If it’s been more than 4 weeks, email us at help@pupsentials.com for an update — we’re happy to help.
Sometimes tracking can take 1–2 business days to reflect movement. If your package has been in the same location for 3+ days, reach out and we’ll follow up directly with the carrier.
Orders typically ship in 3–4 weeks. During peak seasons or if you have multiple pets, it may take 5–6 weeks.
Everything is checked, packaged, and shipped from our studio in Austin, TX.
We ship via UPS and USPS. Tracking is emailed to you once your order leaves our studio.
Yes! International orders may take 1–2 additional weeks depending on location and customs.
Payment
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay Installments. You can split your payment at checkout if desired.
Returns & Exchanges
Yes — you can request a full refund within 24 hours of ordering by emailing us at help@pupsentials.com.
If your artwork hasn’t been started yet, we’ll refund you in full.
If the artwork has already been created, you’ll receive a refund minus a $35 hand-drawn artwork fee to honor our artist’s time and care.
Because every item is made just for you, we do not accept returns or exchanges after 24 hours unless something arrives damaged or incorrect.
We do not accept exchanges due to the personalized nature of our products. Please double-check your size and color before ordering — and reach out if you’re unsure. We're happy to help you decide!
We suggest giving them a Pupsentials gift card or letting them design their own item if unsure about size or style. Once embroidered, items cannot be exchanged or refunded unless damaged.
All limited-edition items follow our standard policies. Quantities are limited, and once sold out, we may not restock — so we recommend ordering early and double-checking all customization details.
Product
Turn your item inside out, machine wash cold, and lay flat to dry.
Do not iron directly on embroidery. Avoid bleach or high heat to preserve color and stitching.
For bags and hats, spot clean only. Do not machine wash.
All our artwork is created in-house by our team of artists. Embroidery is completed by our trusted production partners, then shipped to our studio in Austin, TX for final inspection and packaging.
Yes! We allow up to 5 pets per item — each additional pet is $15. Want more than 5? Email us at help@pupsentials.com and we’ll see if we can make it work!
All apparel is unisex with a slightly oversized, relaxed fit.
We currently offer S–2XL. A full size chart is available on each product page — or reach out to our team for live help picking the right fit.
Ordering
Choose your product (crewneck, hoodie, tote, etc.), select your color and size, upload your pet photo(s), and checkout. Our artists take it from there.
Yes — we save every artwork file.
Use your unique artwork reorder code for $25 off (included in your original proof email), or email us at help@pupsentials.com and we’ll find it for you.
Absolutely! Add as many items as you’d like to your cart. We also offer discounts for bulk or gifting — reach out to us at help@pupsentials.com.
Yes — many customers order to honor pets they’ve lost. These are incredibly meaningful, and we treat them with extra care.
Check out our custom Memorial Sweatshirt.
Photo Uploads & Artwork
Yes! You can include up to 5 pets per item. Each additional pet is $15.
Want to include more than 5 pets? Reach out here and we’ll do our best to help.
Absolutely. We love all animals — dogs, cats, horses, bunnies, birds, and more.
Check out the Cat Shop and our Unique Pet shop.
A real artist hand-draws your pet from your photo — each piece is 100% custom and truly one-of-a-kind.
You can leave a request in the order notes in your cart at checkout and we’ll do our best. All custom additions are at the discretion of the artist.
Custom Details & Add-ons
Yes — we offer custom sleeve embroidery for $10. Add your message in the order notes at checkout.
Most of the time — yes! Please email help@pupsentials.com and we’ll take care of you.
Yes! Just let us know what you'd like written in the Gift Note section at checkout.
For gift orders, prices will not be visible and all items ship together.
We offer complimentary support to help you pick the best combo. Email our team anytime and we'll get back to you within 24-48 hours.
Yes — we love working on meaningful bulk orders. Whether it’s for a wedding party, holiday gifting, or your company’s next event, we can make it special. Reach out here and we’ll help you design the perfect group experience.
Sizing & Fit
We currently offer Small through 2XL on all items. (Kids' sizing coming soon!)
See our denim size guide here
See our crewneck size guide here
Our pieces are unisex and designed with a relaxed, cozy fit. Order your regular size, or size up for a more oversized feel.
Still Have Questions?
We’re a small, real team — and we’re here to help. Please allow 24-48 business hours for a response.
Email: help@pupsentials.com
Support Hours: Monday–Friday, 9am–5pm CST
Shipping
We ship across the U.S. and internationally! Every item is packaged and shipped from our studio in Austin, Texas.
Standard U.S. shipping is typically $6–$9, depending on the item. International shipping is calculated at checkout based on location and package weight.
Because each item is custom-made, orders ship in 3–4 weeks. During holiday seasons or with multiple pets, timelines may extend to 5–6 weeks.
Yes! We can ship to PO boxes via USPS. If you prefer UPS, we recommend using a standard street address.
Email us at help@pupsentials.com within 24 hours of ordering. After that, we may not be able to adjust your address depending on order status.
You can cancel your order within 24 hours for a full refund. If your artwork has already been started, we offer a refund minus a $35 artwork fee. Unfortunately, once the embroidery process begins, changes can’t be made.
Reach out to help@pupsentials.com to change or cancel orders.
You’ll receive an email with tracking as soon as your item ships. If it’s been more than 4 weeks, email us at help@pupsentials.com for an update — we’re happy to help.
Sometimes tracking can take 1–2 business days to reflect movement. If your package has been in the same location for 3+ days, reach out and we’ll follow up directly with the carrier.
Orders typically ship in 3–4 weeks. During peak seasons or if you have multiple pets, it may take 5–6 weeks.
Everything is checked, packaged, and shipped from our studio in Austin, TX.
We ship via UPS and USPS. Tracking is emailed to you once your order leaves our studio.
Yes! International orders may take 1–2 additional weeks depending on location and customs.
Payment
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay Installments. You can split your payment at checkout if desired.
Returns & Exchanges
Yes — you can request a full refund within 24 hours of ordering by emailing us at help@pupsentials.com.
If your artwork hasn’t been started yet, we’ll refund you in full.
If the artwork has already been created, you’ll receive a refund minus a $35 hand-drawn artwork fee to honor our artist’s time and care.
Because every item is made just for you, we do not accept returns or exchanges after 24 hours unless something arrives damaged or incorrect.
We do not accept exchanges due to the personalized nature of our products. Please double-check your size and color before ordering — and reach out if you’re unsure. We're happy to help you decide!
We suggest giving them a Pupsentials gift card or letting them design their own item if unsure about size or style. Once embroidered, items cannot be exchanged or refunded unless damaged.
All limited-edition items follow our standard policies. Quantities are limited, and once sold out, we may not restock — so we recommend ordering early and double-checking all customization details.
Product
Turn your item inside out, machine wash cold, and lay flat to dry.
Do not iron directly on embroidery. Avoid bleach or high heat to preserve color and stitching.
For bags and hats, spot clean only. Do not machine wash.
All our artwork is created in-house by our team of artists. Embroidery is completed by our trusted production partners, then shipped to our studio in Austin, TX for final inspection and packaging.
Yes! We allow up to 5 pets per item — each additional pet is $15. Want more than 5? Email us at help@pupsentials.com and we’ll see if we can make it work!
All apparel is unisex with a slightly oversized, relaxed fit.
We currently offer S–2XL. A full size chart is available on each product page — or reach out to our team for live help picking the right fit.
Ordering
Choose your product (crewneck, hoodie, tote, etc.), select your color and size, upload your pet photo(s), and checkout. Our artists take it from there.
Yes — we save every artwork file.
Use your unique artwork reorder code for $25 off (included in your original proof email), or email us at help@pupsentials.com and we’ll find it for you.
Absolutely! Add as many items as you’d like to your cart. We also offer discounts for bulk or gifting — reach out to us at help@pupsentials.com.
Yes — many customers order to honor pets they’ve lost. These are incredibly meaningful, and we treat them with extra care.
Check out our custom Memorial Sweatshirt.
Photo Uploads & Artwork
Yes! You can include up to 5 pets per item. Each additional pet is $15.
Want to include more than 5 pets? Reach out here and we’ll do our best to help.
Absolutely. We love all animals — dogs, cats, horses, bunnies, birds, and more.
Check out the Cat Shop and our Unique Pet shop.
A real artist hand-draws your pet from your photo — each piece is 100% custom and truly one-of-a-kind.
You can leave a request in the order notes in your cart at checkout and we’ll do our best. All custom additions are at the discretion of the artist.
Custom Details & Add-ons
Yes — we offer custom sleeve embroidery for $10. Add your message in the order notes at checkout.
Most of the time — yes! Please email help@pupsentials.com and we’ll take care of you.
Yes! Just let us know what you'd like written in the Gift Note section at checkout.
For gift orders, prices will not be visible and all items ship together.
We offer complimentary support to help you pick the best combo. Email our team anytime and we'll get back to you within 24-48 hours.
Yes — we love working on meaningful bulk orders. Whether it’s for a wedding party, holiday gifting, or your company’s next event, we can make it special. Reach out here and we’ll help you design the perfect group experience.
Sizing & Fit
We currently offer Small through 2XL on all items. (Kids' sizing coming soon!)
See our denim size guide here
See our crewneck size guide here
Our pieces are unisex and designed with a relaxed, cozy fit. Order your regular size, or size up for a more oversized feel.
Still Have Questions?
We’re a small, real team — and we’re here to help. Please allow 24-48 business hours for a response.
Email: help@pupsentials.com
Support Hours: Monday–Friday, 9am–5pm CST