FAQ

Start by selecting your product, choosing your options, and uploading your pet photo directly on the product page. Each listing will guide you through the customization steps before checkout.

For the smoothest experience, we recommend reviewing the Product Details and Photo Guide on each listing before placing your order.

If multiple photos are uploaded, the best photo will be selected as the reference for your artwork.

Yes. You can absolutely order multiple items featuring the same pet.
Each item in your cart is customized individually, so you may be prompted to upload a photo for each item.

If you upload the same photo for each item, the same artwork will be used
If you upload multiple photos, a different photo may be selected for each item unless you leave a note requesting the same artwork

If you want consistency across items, uploading the same photo for each item is the best approach

Each item added to your cart will have its own design.

If you want different pets on different items, upload the correct photo for each item
If you want different artwork of the same pet, each item must be added to your cart separately with the specific photo you want used
If you increase the quantity of the same item, the same artwork will be used for all quantities

If multiple photos are uploaded for a single item, the best photo will be selected unless otherwise noted

Yes - simply select the number of pets you would like included. Layouts for multi-pet designs vary by product, and most listings include an example image so you can get a feel for how the finished piece may look. If you want a specific arrangement, feel free to leave a note with your order.

If you need more pets than the listing allows, contact us before ordering and we will let you know what is possible.

Yes. As long as you have a photo to provide, we can create custom artwork for any kind of animal.

You can leave notes with your order for preferences like a certain pose, layout, accessory removal, or other design details.

If your request is more detailed, or you want to confirm it before ordering, please fill out of contact form or send us an email - hello@thecatlab.co.

All art is created in Chicago, IL by the artists at The Cat Lab.

A clear, well-lit photo always works best. Front-facing or slightly angled photos at eye level tend to create the strongest artwork. Natural lighting is ideal, and your pet should be as visible and unobstructed as possible. Avoid heavy shadows, blurry images, strong filters, or photos where important features are cut off.

If you are unsure which photo is best, upload the clearest options you have.

Yes. You are welcome to upload multiple photos. The strongest reference image will usually be chosen based on clarity, angle, and how well it works for that product's artwork style.

If you have a preference for which photo should be used, please include that in your order notes.

That is very common, and it usually is not a problem.

Just upload the best photo(s) you have. You can also include helpful notes, such as your pet's breed, coloring, markings, ear shape, or any important features you want us to pay attention to. Extra detail can be especially helpful if the photo is older, low
resolution, or sentimental.

In most cases, yes. Harnesses, leashes, or other bulky accessories will not be included in the artwork by default.

If there is something you would like removed, such as a collar or bandana, please mention it in your order notes.

Usually, yes. This depends on the product, art style, and overall design space available.

For best results, contact us before ordering if you have a specific request in mind. That way we can guide you toward the best option and let you know if any extra customization may be needed.

That depends on the product.

Each product type has its own layout and design proportions, so a multi-pet mug may look different from a multi-pet blanket or napkin set. Most listings include sample photos that show the typical placement and spacing for multiple pets.

If you have a preferred arrangement, leave a note when ordering and we will do our best to accommodate it.

A proof gives you the opportunity to review and approve your custom pet design before your item goes into production.

If you select the Proof option, we'll email you a digital preview of your artwork. You'll be able to request changes, explore different customization options, or ask for a redraw if needed. Your order won't move into production until you've approved the final design. Proofs include unlimited revisions.

Many customers choose a proof when:

The order is especially meaningful or sentimental
The photo is older or less clear
Multiple pets are being included
They have specific design requests or customization preferences
The item is being purchased as a gift
They simply want extra peace of mind before production

If you choose No Proof, our artist will create your custom design and send it directly to production without emailing a preview first. This is the fastest option and helps keep your order moving.

If you selected the Proof option, you can expect to receive your artwork proof by email within 2 to 10 business days of placing your order. Your proof will be sent to the email address used at checkout.

Once you've received your proof, you can request unlimited revisions until you're happy with the design. Production will begin only after you've approved your artwork.

For a complete breakdown of design, production, and shipping timelines, please refer to our Shipping Policy.

Selecting Proof does not change the time required to create your artwork. Your artwork proof will be emailed within 2–10 business days, and production begins after your artwork has been been approved. Any time spent waiting for artwork approval or revisions will extend your overall processing time.

For a complete breakdown of design, production, and shipping timelines, please refer to our Shipping Policy or Contact Us with questions.

Orders that include a Proof remain on hold until your artwork has been approved. If we haven't received your approval within 7 business days, we'll send a reminder email. Production cannot begin until your artwork has been approved.

For a complete breakdown of design, production, and shipping timelines, please refer to our Shipping Policy or Contact Us with questions.

Yes, please fill out our contact form or email us at thecatlab.co your order details and the correct email address as soon as possible

Because every item is custom made to order, your timeline depends on whether you selected Proof or No Proof.

If you selected No Proof, your custom artwork will be completed within 2–10 business days and then sent directly to production. Production typically takes 2–7 business days, after which your order will ship.

If you selected Proof, your artwork proof will be emailed within 2–10 business days. Once you've approved your artwork, your order will move into production, which typically takes 2–7 business days, before shipping. Any time spent waiting for artwork approval or revisions will extend the overall processing time.

After your order has shipped, estimated delivery times are 2–5 business days within the continental United States and 7–12 business days for Alaska, Hawaii, Puerto Rico, and U.S. territories.

For a complete breakdown of our order process and shipping timelines, please see our Shipping Policy.

At this time, we do not offer international shipping. The Cat Lab currently ships within the United States only.

For more information, please review the Shipping Policy.

Once your order ships, you will receive a tracking email sent to the email address used at checkout.

If you have any issues or questions, please contact us.

Tracking can sometimes take 1 to 2 business days to begin updating after the shipping label is created.

If your package has not shown movement for several business days, we recommend contacting the shipping carrier directly first. If you still need help after that, reach out and we will do our best to assist.

If your tracking shows your order as delivered but you can't locate it, we recommend taking the following steps first:

Check with household members or neighbors.
Look around your property, including porches, garages, mailrooms, or other secure delivery locations.
Contact your local delivery office or the shipping carrier to report the issue.

If you're still unable to locate your package, please contact us. We're happy to help determine the best next steps.

If the shipping carrier officially confirms that your package was lost in transit, The Cat Lab will replace and reship your custom order at no additional charge.

For complete details, please refer to our Shipping Policy.

If your order contains multiple items, they may arrive in separate shipments. Because we partner with trusted U.S. production facilities to custom manufacture each item, different products are often produced at different locations or on different production schedules.

Rather than waiting for your entire order to be completed, each item is shipped as soon as it's ready so you can receive it sooner.

If your order ships in multiple packages, you'll receive separate tracking information for each shipment.

Because every item is custom-made and personalized, returns and exchanges are not accepted.

If you order arrives damaged or incorrect, you are likely eligible for a reprint or refund.

Please review the Returns & Policies page for full details.

Yes. Although personalized items are final sale, this does not apply to items that arrive damaged, defective, or incorrect.

If your item arrives:

Damaged
Defective
Incorrect (for example, you received the wrong item or your customization does not match your approved proof or submitted personalization)

Please contact us at hello@thecatlab.co within 7 days of delivery, including clear photos of the item and packaging so we can review the issue. Once reviewed, we'll provide a replacement or refund, as appropriate.

Please review the Returns & Policies page for full details.

Because every item at The Cat Lab is custom made to order, cancellation requests must be submitted within 48 hours of placing your order.

If you contact us within 48 hours, your order will be canceled and a full refund will be issued.

After 48 hours, your order can no longer be canceled or refunded because your custom artwork may already be in progress or scheduled for production.

If you need to request a cancellation, please fill out our contact us form or email us at hello@thecatlab.co as soon as possible.

For complete details, please review the Returns & Policies page.

Yes, in many cases. If you need to update your shipping address, please contact us as soon as possible.

We recommend reaching out within 48 hours of placing your order. After that, address changes may not be possible depending on your order's stage of production.

If your order has already entered production or shipped, we're unable to guarantee that a shipping address change can be made.

We'll always do our best to accommodate order changes, but because every item is custom made to order, changes aren't always possible.

Artwork changes depend on the option you selected at checkout:

If you selected Proof, you'll have the opportunity to review your artwork and request unlimited revisions before approving it for production.
If you selected No Proof, your artwork is sent directly to production once it's complete, so design changes typically aren't possible after your order has been placed.

If you need to request any changes, please contact us as soon as possible, and we'll let you know what's possible based on the status of your order.

Very much so. The Cat Lab was created for pieces that feel both beautiful and personal, whether you are ordering for yourself or giving a meaningful gift.

Many customers order for birthdays, pet memorials, holidays, weddings, housewarmings, and everyday gifts for pet lovers.

Gift wrapping is not currently available.

Gift messages may be offered for select products. If gift messaging is available for the item you are ordering, you will be prompted during checkout or on the product page.

Yes. If you have ordered before and want the same pet artwork on another item, reach out before placing your order.

In many cases, we can reuse your existing artwork if the product and art style are compatible. Reorder discounts may be available when no new artwork needs to be created.

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