Personalization & Customization Policy

Last Updated: November 3, 2026

At Eiyaya, we create personalized pet portrait products using photographs and customization details submitted by our customers.

Each item is prepared individually, with care taken to translate your pet's unique appearance into an embroidered design.

Please review the following policy to understand how our personalization process works.

1. Products Covered

Eiyaya specializes in personalized, made-to-order pet portrait products, including:

• Custom embroidered pet portrait hats.

• Personalized dad hats.

• Custom embroidered bucket hats.

• Personalized trucker hats.

• Custom embroidered beanies.

Available styles, colors, embroidery options, portrait placements, and other customization features vary by product.

Please refer to the relevant product page for available options and instructions.

2. Photographs and Personalization Details

To help us create a recognizable embroidered portrait, please provide clear, well-lit photographs showing your pet's face and distinctive features.

For the best results, we recommend:

• Use a high-resolution, original photograph.

• Make sure your pet's face is clearly visible.

• Avoid heavy filters, excessive shadows, and blurry images.

• Avoid photographs where important facial features are covered.

• Choose an image that clearly shows your pet's eyes, ears, and other recognizable features.

If you are ordering a product with multiple pet portraits, please provide the reference photographs required for the selected number of pets.

Please carefully check your pet's name, spelling, selected colors, product style, and other customization details before submitting your order.

If a photograph or requested detail is unsuitable for production, we may contact you for clarification or a replacement image before proceeding.

3. How Pet Portraits Are Interpreted

Embroidery is a craft process. An embroidered portrait is an artistic and technical interpretation of your submitted photograph, not a photographic reproduction.

To make the design suitable for embroidery, some details may need to be simplified or adjusted.

These may include:

• Fine fur details.

• Complex color gradients.

• Very small markings.

• Background elements.

• Subtle facial details.

The final appearance depends on the selected product, embroidery size, thread colors, and production limitations.

Thread texture, fabric characteristics, lighting, and screen settings may also create minor differences between a digital preview and the finished product.

We make reasonable efforts to preserve your pet's recognizable features while adapting the design to the embroidery process.

Such natural variations do not excuse defects or material differences from the approved design and agreed specifications.

4. Initial Design Preview

We prepare a digital design preview before physical production.

We aim to send the initial preview within 1–2 calendar days after receiving all required photographs and customization information.

If information is incomplete or a replacement photograph is needed, the preview timeline begins once the required information is complete.

Please monitor the email address provided at checkout, including your spam or junk folder.

5. Included Revision and Approval

One round of customer-requested design revisions is included with each order.

Please review your preview carefully and send your requested changes together so that we can handle them in one revision round.

You should check:

• Pet portrait appearance.

• Pet name and spelling.

• Design layout.

• Embroidery placement.

• Selected colors and other agreed details.

Physical production begins only after you approve the design and all required information is complete.

No response is not treated as approval.

Additional requests beyond the included revision round may require further discussion. Please contact us before proceeding so we can explain what changes are possible.

Corrections required because of our production errors or applicable consumer rights are not excluded by the one-round revision allowance.

6. Production Times

After design approval and receipt of complete customization information, estimated physical production time is:

• Custom embroidered hats and beanies: 3–5 business days.

Business days exclude weekends and applicable public holidays.

Production time does not include initial design preparation, revisions, waiting for approval, or shipping.

Please refer to our Shipping Policy for delivery estimates.

7. Changes and Cancellations

If you need to change a photograph, name, design, color, or another customization detail, please contact us as soon as possible.

We will check the progress of your order and explain whether the requested change can be accommodated.

Voluntary changes or cancellations may no longer be possible once personalization work or physical production has started.

Please refer to our Return & Refund Policy for additional information and applicable consumer rights.

8. Errors and Product Issues

If we reproduce a detail incorrectly despite receiving accurate and approved instructions, or if the finished product is damaged, defective, or materially different from the approved design, please contact us.

We will review the issue in accordance with our Return & Refund Policy and applicable law.

If a product accurately reproduces incorrect information supplied and approved by the customer, that error alone does not generally qualify for a free replacement or refund, subject to applicable law.

9. Rights and Privacy of Submitted Materials

You must own or have the necessary permission to submit photographs, artwork, and other materials used for your order.

You retain ownership of your submitted materials.

By submitting them, you authorize Eiyaya and its authorized production partners to use them as reasonably necessary for:

• Preparing and adjusting your embroidery design.

• Manufacturing your personalized product.

• Quality inspection and order fulfillment.

• Customer support and order-related communication.

We will not use private customer-submitted photographs in public advertising, promotional materials, or social media content without appropriate separate permission.

Please refer to our Privacy Policy and Photo Rights & Portrait Consent Policy for further information.

10. Contact Us

Brand: Eiyaya
Operated by: China Post Global Supply Chain (Hong Kong) Limited

Business Contact Address:
UNIT 616, 6/F, KAM TEEM INDUSTRIAL BUILDING, SAI WAN, HONG KONG ISLAND, HONG KONG

Email: support@eiyaya.com
WhatsApp: +1 267-902-4134
Website: https://www.eiyaya.com

Please include your order number when contacting us.