FAQs
products
what is the material?
100% cotton. Premium-weight yet soft and breathable fabric with a nice drape. Luxurious to the touch, with sturdier stitching, our products are made to last.
*Please note that there can be slight variations in the coloration of our products between different fabric compositions.
can i have multiple pets on my customized item?
ofc! we only allow upload of one single picture, but you can have as many pets in that one picture as you like.
For every extra pet in your photo, we'll charge an extra 2 USD for your customized product.
do you only work with cats and dogs?
Not just cats and dogs! But pet of all sorts are welcome - bunnies, hamsters, parrots, guinea pigs, goldfishes, snakes, tortoises, lizards...
However, being a brand dedicated for animals, we do not accept human portrait, as we'd like to focus on our love for animals!
shipping
how long will my order take to arrive?
Once you placed your order we will need 2 business days to create the artwork.
If you request a preview to the artwork, you will need to approve it before it proceeds to printing. If we do not receive any approval from you within 2 business days, we will automatically proceed to printing.
Our factory will require 1-3 business days for printing.
Once your product is printed and packaged, we'll ship it right away! We offer standard shipping, depending on your location, shipping time may vary, please refer to the following shipping time for your receiving country:
| Country | Shipping Time (business day) |
| United States | 8-12 days |
| United Kingdom | 7-12 days |
| Canada | 12-15 days |
| Mexico | 12-15 days |
| Australia | 12-15 days |
| Europe | 8-12 days |
| East Asia | 3-7 days |
| South East Asia | 5-8 days |
| Rest of World | 12-15 days |
We are not responsible for any delays with carrier transit times.
how much is shipping?
We offer standard shipping methods worldwide, shipping fee varies based on your location:
| Country | Shipping fee |
| United Status | $5 USD |
| United Kingdom | £4.5 GBP |
| Canada | $10 CAD |
| Mexico | $140 Mexican Peso |
| Australia | $12 AUD |
| Europe | €7 EUR |
| East Asia | $40 HKD |
| South East Asia | $5 USD |
| Rest of World | $8 USD |
where do you ship?
We currently ship to :
APAC
- Australia
- New Zealand
- South Korea
- Japan
- Hong Kong and Macau
- Mainland China
- Singapore
- Malaysia
- Philippines
- Indonesia
- Vietnam
Europe
- France
- Germany
- Ireland
- Italy
- Spain
- United Kingdom
- Netherland
- Austria
- Ukraine
- Sweden
- Belgium
- Norway
- Croatia
- Finland
- Romania
- Malta
- Czechia
- Hungary
- Bulgaria
- Luxembourg
- Switzerland
- Greece
- Denmark
- Iceland
North America
- all 50 states in the United States, US Territories, and APO/FPO
- Canada
- Mexico
- Greenland
- Cuba
- Jamaica
- Haiti
- Puerto Rico
- Costa Rica
- Guatemala
- Dominican Republic
- The Bahamas
South America
- Argentina
- Brazil
- Columbia
- Peru
- Chile
- Ecuador
- Bolivia
- Uruguay
can i have my order delivered to a PO box address?
yes! we do delliver to PO boxes ;)
do i need to pay for duties or taxes?
All orders are subject to customs and duty fees as defined by the country of importation. house of frens is not responsible for fees associated with importation. All fees, duty, or other taxes must be paid by the parcel recipient.
orders and payment
how can i check my order?
To check on the status of your order, please log into your account first. From the home page, click on your account to view your order history.
Orders come with their unique order reference starting with a '#' symbol.
For further support, please reach out to our customer support team at 'hello@houseoffrens.com' with your order reference as the subject. Please allow up to 5 working days for your request to be processed.
can i check the artwork before it is printed?
After the order process, you may preview the customized product via email.
To do this, select 'Yes' under the add-on 'Do you need a preview of your design?'.
The house of frens team will send a preview directly to your email associated with your account after check-out within 2 business days. You will need to approve or request changes if there's any mistake made from our end within 48 hours, if we do not hear from you after the approval period, the design will be automatically approved and proceed to printing and shipping. Thank you for your understanding.
No change in design is accepted after check-out.
what are the requirements for the uploaded photo?
Images submitted should ideally be 300 DPI to ensure high quality prints. The images should not be blurry, nor pixellated.
Full bodies of the pets should be used for the best effect, with bright and even lighting for the most desired outcome.
You will be asked to submit another photo via email if there's any issue with your original photo.
Please reach out to 'hello@houseoffrens.com' if you have any further queries with regards to the image submission process. Please include 'Image Upload' as part of the email subject. Please allow up to 5 working days for the request to be processed.
what if i don't like the art?
Due to the customized nature of the product, we do not offer any exchange or return, please make sure you are choosing the design you like before ordering. You can check out our instagram for more products pics!
which payment methods do you accept?
Supported payments include:
- PayPal
- Google Pay
- Shop Pay
- Visa
- Mastercard
- American Express
- UnionPay
when will my credit card be charged?
Your credit card will be charged as soon as your order is processed.
returns and refund
what is your return policy?
Considering the customized nature of the product, returns are unfortunately not accepted by the house of frens team.
my order came damaged, what do i do?
Please send photos and a matching description detailing where the damages on the product are to 'hello@houseoffrens.com'.
The house of frens team will work on a case by case basis to see if the order is eligible for a reprint.
If the order is eligible for a reprint, the house of frens team will bear the shipping costs of the reprinted product.
can i cancel or change an order?
All orders submitted cannot be cancelled, the only accepted change would be a name misspelt in the design on our end.
A secure, payment portal will be shared to the email associated with your account for the additional charge.
If there needs to be a change in address, please send an email to 'hello@houseoffrens.com' with the subject header 'Delivery Information Change' with your unique order reference number.
Please note that address changes are only possible if the product has not been shipped out yet.