Frequently Asked Questions

How do I order a custom pet portrait?

Ordering is easy! Simply head to the product page of the crewneck or hoodie you love and complete the customization part, finally upload your favourite photo of your pet directly to the site. If you have a specific vision or a custom request that you don’t see available, feel free to send us a message or email us at info@namiandco.ca.
What is your turnaround time for orders?

We take great pride in embroidering every item ourselves with a lot of love and care! Our current processing time is 1–3 weeks. Once your order is ready, standard shipping usually takes 1–5 business days. We ship across the US and Canada, and express shipping options are available at checkout for faster shipping.
Will I see a preview before you embroider my item?

Yes! After you place your order, we will send you a mockup for your approval. We do our best to ensure the design is as accurate as possible. Please keep in mind that while we strive for perfection, the colours and textures of the digital mockup and the final thread/fabric may vary slightly in person.
Why does the final embroidery look a little different than my photo?

Embroidery is an art form! While we aim for maximum accuracy, converting a high-resolution photo into thousands of individual stitches means some textures and fine color gradients will change. This is what gives embroidered pieces their unique, handcrafted character. We send a mockup to give you the best idea of the final result, but the physical thread will always have its own beautiful, tactile look.
Can I change my photo after I’ve placed my order?

Because we start the digitization process shortly after we send you a mockup, we ask that you double-check your photo before uploading. If you realize you’ve made a mistake, please email us immediately at info@namiandco.ca. Once we have already digitized the image, changes may be subject to additional fees.
What is your return policy for custom items?

Due to the highly personalized nature of our products, all custom-made items are final sale once they have been digitized and embroidered. However, your happiness is our priority! If you are unhappy with the result, please reach out to us so we can discuss a solution together.

Note: If your package is damaged or lost in transit, please contact the shipping courier directly to file a claim.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with a tracking number. Delivery times vary depending on your location.
Do you offer free shipping?

We do! We offer free standard shipping on all orders over $100. For orders under $100, shipping rates will be calculated at checkout based on your location.
What materials are your sweatshirts and hoodies made of?

We believe in quality you can feel! Our crewnecks are made of a high-quality blend of 80% US-grown cotton and 20% polyester, while our hoodies feature a cozy 50/50 blend. To ensure your designs pop, we use 100% high-quality, vibrant polyester threads for all our embroidery.

Friendly reminder: Actual fabric colours may vary slightly from what you see on your screen versus how they look in person!
Can I place a bulk order for my team or business?

Absolutely! We love working on #TeamOrders. Whether you need custom crewnecks, hoodies, hats, or tote bags, please fill out our Custom Order Form found in the main menu, or send us an email at info@namiandco.ca to get started.