FAQ
Got questions? We’ve got answers. If you don’t find what you’re looking for below, just email us at contact@cocolychee.com — we’re always happy to help!
🎨 Custom Orders
Can I preview my design before it’s made?
Yes! You can add a design preview with 1 revision for $15.99 at checkout.
If you skip it, our artists will create your custom design based on the photo you provide.
✨ Most customers love the surprise!
How many pets can I include in one design?
Most of our custom products allow up to 2 pets per order. If you’d like to include more, feel free to contact us — we may be able to accommodate!
What kind of photo should I upload?
Upload a clear, front-facing photo of your pet with good lighting. This helps us capture your pet’s unique features for the best possible result.
Can I add my pet’s name or a gift message?
Absolutely!
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Add your pet’s name under the design starting for Free!
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Add a printed gift message in the package for $2.99
Is my product embroidered or printed?
It depends on the item:
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Embroidered: Sweatshirts, hoodies, some totes
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Printed (DTG or sublimation): T-shirts, mugs, blankets, etc.
The product page will always state which method is used.
🛍️ Non-Custom Products
What are non-custom products?
These are ready-made designs created for cat lovers — no photo or personalization required. Think fun graphic tees, printed mugs, and seasonal gifts.
Can I return or exchange a non-custom item?
Because all of our products are made-to-order, we only accept returns for non-custom items if they arrive damaged or defective.
We do not accept returns for size, color, or change-of-mind. Please check the size guide before placing your order.
🚚 Shipping & Delivery
How long will my order take?
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Custom orders: Processed in 2–3 business days + 5–7 business days shipping
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Non-custom orders: Ship in 2–4 business days
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Design preview orders: May take longer depending on your approval speed
Will I get a tracking number?
Yes! Once your order ships, you’ll receive a tracking link by email. You can also check your status on our [Track Order] page.
Do you ship internationally?
Not at the moment — we currently ship within the U.S. only, but we’re working on expanding soon!
🔄 Returns & Refunds
What’s your return policy?
We do not accept returns for size, color, or personal preference.
We will replace or refund items that arrive:
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Damaged
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Defective
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Incorrectly fulfilled
Just email contact@cocolychee.com within 7 days of delivery with your order number and a photo of the issue.
Can I cancel or change my order?
If your order hasn’t gone into production, we may be able to cancel or update it. Contact us as soon as possible.
Once an order enters production, we’re unable to make changes or issue refunds.
Is the preview fee refundable?
No — the design preview add-on is non-refundable once artwork is delivered, even if you choose not to move forward with embroidery or printing.
🐱 Need More Help?
Feel free to email us at contact@cocolychee.com or send us a message through the chat icon on the site. We usually reply within 1 business day.
