Hello there! If you’re new (or not very familiar) to The Treat Jar Company, thank you for being interested in our products. We do have important things to highlight when you place your order.

FOR DRAWINGS

• Drawing Styles: For a drawing that closely resembles your pet (90-99% likeness), we recommend either the Full Colour Vector or the Sketched styles. Please avoid selecting the Toon drawing style if you’re looking for realistic representation, as it is a cartoon-style interpretation. If you would like to change your selection, kindly WhatsApp us at +65 8727 7852 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.

• If you choose a Toon drawing with add-ons, please provide us with clear and specific instructions for what you’d like included. For example, if in the add on description you mention “Something cute” or “Feel free to add whatever” or “Happy Theme”, we will NOT process your order until we have specifics. What is cute to us (my sister thinks Labubu is ugly AF, where I think they’re damn cute), may not be cute to you. To prevent any misunderstandings, we want to avoid situations where our “freestyle” interpretation doesn’t align with your expectations. For inspiration, feel free to check out our stories!

• Please ensure that you have submitted a clear frontal photo of your pet. Side or angled photos can lead to unexpected results and more than often require many edits. If you would like to change the photo submitted, kindly WhatsApp us at +65 8727 7852 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.

When receiving your drawings:

• As we are on a WhatsApp Business API, we're unable to send messages that are not templates to our customers without their acknowledgement. We will require you to respond to our template message so that we are able to send you your confirmed drawings.

• Avoid submitting Photo A and then comparing it to Photos B, C, D, or E. Each drawing is created based on the photo you submitted on our website. If you want your drawing to resemble Photo B, you must submit Photo B instead of Photo A. To maintain consistency, we will implement re-drawing charges if Photo A is submitted but edits are made based on comparisons to Photo B (or C, D, or E). If you would like to change the photo submitted, kindly WhatsApp us at +65 8727 7852 within 24 hours after your order is place. We may not be able to accommodate changes after 24 hours.

• When requesting edits, please be specific. Instead of saying, “It doesn’t look like my pet,” please guide us on what needs adjustment. Remember, we draw based on the photo you submit, and you know your pet best. General guidance helps us improve the likeness significantly!

• For accurate adjustments, please avoid sending multiple photos for reference, as we can’t combine them effectively. Instead, specify your request, such as, “Could the eyes follow Photo B instead?” or “Could the face shape be more like Photo C?” This will help us make the changes you desire without confusion.

 

RETURN OR REFUND POLICY:

• Return policy: If your item arrives damaged, please take a photo of the damage, including the packaging, and send it to us via WhatsApp. This helps us resolve the issue with our courier service. If your product requires assembly, please do not assemble it, as doing so will void replacement eligibility. We require that all original packaging be retained and the item repacked to facilitate the collection process for replacements, which may take up to two weeks.

• Refund policy: Please note that we cannot issue refunds for orders that have already been printed. If you choose to cancel your order after the drawing is completed but before production, we will ONLY refund the product cost (not drawing cost), and you may keep the high-resolution file of your drawing for future use. Unfortunately, we cannot provide refunds for completed work.

• We are not accepting rush orders until further notice. To avoid any disappointment, we kindly encourage you to place your orders early. Our current processing time for standard orders is 21-28 working days. If you have a specific date by which you need to receive your order within this timeframe, please add a note when placing your order, and we will do our best to accommodate your request.