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FAQs

  • Shipping Information
    All orders, domestic and international, include tracking. We currently only ship to the U.S. and Canada, but we're hoping to expand to more countries in the future! Please note that shipping time is separate from order processing time. United States We offer free Standard Shipping for orders over $50. Standard Shipping est. 2 - 5 business days Priority Shipping est. 1 - 3 business days Canada First-Class Package International est. 11 - 20 business days Priority Mail International est. 6 - 10 business days Priority Mail Express International est. 3 - 5 business days
  • Processing Time
    Generally, it will take 5 - 7 business days to process your order. During holiday seasons, or if there is an influx in orders, it may take up to 2 weeks. Note that shipping time is separate from order processing time.
  • Returns, Exchanges, Refunds, and Cancellations
    Please note that all items are Final Sale since each item is unique and personalized. We currently do not offer returns, exchanges, refunds, or cancellations. By purchasing this product you certify that you understand no refund will be given and all sales are final. If you choose to file a chargeback claim or dispute you understand that legal action will be taken and your banking institution will be notified of your fraudulent activity with detailed information. If you have a problem with your order, please send us a message!
  • Shipping and Delivery Issues
    We are not responsible for replacing or refunding orders of delayed, lost, or stolen packages. This includes packages marked as "Delivered" but are not received. Per the USPS guidelines, a package will not be considered missing until 30 days have passed. You may then file a claim after the 30 days only with the USPS website, with your tracking information. Please use this link to report a missing package: https://www.usps.com/help/missing-mail.htm If you have entered a wrong shipping address and the package has been returned to us, please contact us to let us know. We can resend the package to you but the postage will need to be repaid and the shipping address updated. If you need further assistance, please message us and we'll work with you to figure out the best solution for your situation. Thank you!
  • Customs and Import Taxes
    Buyers are responsible for any customs and import taxes that may apply. We're not responsible for delays due to customs.
  • How do I care for my tag?
    Please note that our tags are not chew-proof or scratch-proof, and are subject to wear and tear. Please be aware that hanging/stacking tags with other tags can speed up the wear and tear. Once you receive the tag, it is your responsibility to properly care for it. We will not be held responsible for any destroyed tags from chewing nor any harm caused by the indigestion of the tag materials. The color of your metal keyring may tarnish over time. We recommend keeping the tag and keyring dry to prolong the integrity of the item. They can be dried with a soft cloth as needed.
  • Incorrect personalization or shipping details
    If you need to change your personalization or shipping details please contact us as soon as possible and let us know. We'll update your order if it hasn't been made yet.
  • How many phone numbers can be added to the back of a tag?
    Usually only one phone number can be added to the back of a tag. If you wish to include two phone numbers, please contact us or drop us a message at checkout and we'll do our best to accommodate. Due to space limitations, we may not be able to fit both so please specify which number takes precedence.
  • Can I have additional text added on my pet tag or keychain? (e.g. address)
    We can usually only place one name and one phone number as the space is limited. However, two phone numbers may fit if the tag is larger. Please feel free to contact us if you have any other ideas for personalization. We'll work with you to figure out what can be included on your tag or keychain.
  • Is the personalization engraved?
    Yes! We engrave all of the personalization on our tags.
  • Do you offer discounts?
    Each member of our ambassador pack has their own discount code. If you would like to show your support for any of our pack members, you can find their codes on our Instagram @pleionecreative under the highlight "Our Pack".
  • Do you offer gift cards?
    Yes! You can purchase eGift Cards which never expire. Please note that these are non-refundable.
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