Frequently Asked Questions

You can send your photos in either of two ways:

1. Upload up to 10 pet photos directly on the HugTwin or PawCaddie product page when placing your order; or
2. Complete your order first, then email the photos to dragonmossart@gmail.com and include your Shopify order number in the email subject line.

Suggested subject: Order #1234 – Pet Photos

This helps us match your photos and instructions to the correct order.

Please send clear, well-lit photos showing your pet's face, chest, both sides, back, belly, and tail. Close-up photos of the eyes, nose, ears, paws, markings, and other distinctive details are especially helpful.

Natural daylight is best. Avoid heavy filters, screenshots with text covering the pet, and photos in which important markings are hidden.

Send the clearest photos you have. If an important detail is missing or unclear, our team will contact you before or during production. More useful reference photos normally help us create a more accurate result.

Yes. In addition to dogs and cats, we may be able to make rabbits, guinea pigs, mice, birds, horses, and other companion animals. The result depends on the quality of the available photos and whether suitable materials can be sourced. If you are unsure, contact us before ordering.

HugTwin is a one-of-one custom pet plush handmade from your pet's photos. DragonMoss artists study the markings, expression, ear shape, posture, proportions, and other details that make your pet recognizable.

The selected size is measured from the top of the head to the end of the body, excluding the tail. Choose the size that best matches your pet and the finished scale you want.

HugTwin currently offers three mouth options:

• Closed, no tongue showing
• Closed, with tongue showing
• Open, with tongue showing

HugTwin currently offers three body-position options:

• Lying
• Sitting
• Standing

Available options shown on the live product page are the source of truth.

PawCaddie is a functional custom plush golf headcover handmade from your pet's photos.

One PawCaddie headcover is designed to fit both a Driver and a #3 Wood. You do not need to select a Club Fit option.

Yes. We send photos of the actual finished PawCaddie before shipping. You may approve it for shipping or request reasonable modifications.

For custom HugTwin orders, we send photos of the actual finished physical plush before shipping, at no additional charge. This is not an AI rendering, digital simulation, sketch, or generic sample.

For PawCaddie orders, we send photos of the actual finished physical headcover before shipping.

Yes. You may request reasonable modifications before shipping. Clear, specific feedback helps our artists understand what you would like adjusted.

Each revision normally takes approximately 2–7 days, depending on the requested changes, materials, and production workload.

If, after several reasonable modification rounds, you are still not satisfied and feel that we will not be able to meet your expectations, you may cancel the order before shipping for a full refund of the purchase price.

Please review the preview carefully before approving it. Once you approve the finished product for shipping and the order enters final packing or shipment, additional modifications may no longer be possible.

No. Companion Collection plushes are finished, ready-made designs sold as shown. No pet photos or custom-production wait are required.

In-stock Companion Collection products normally ship within three business days.

Each Companion Collection plush measures approximately 16 inches from head to butt, excluding the tail.

Accessories are included only when you select and purchase the corresponding collar or bandana option. The Plush Only option does not include an accessory.

No custom preview is required because Companion Collection products are finished, non-custom designs. The product gallery shows the design you are purchasing. Slight handmade variations may occur.

DragonMoss ships to many countries and regions. Current shipping availability and charges shown at checkout are the source of truth for the destination you select.

Taxes or import duties, when applicable, are not included unless Shopify checkout explicitly shows otherwise. The customer is responsible for destination-country taxes, customs charges, or import duties.

Tracking information is sent after the finished product has been approved, packed, and shipped. Tracking may take a short time to become active after the shipping label is created.

Email dragonmossart@gmail.com and include your Shopify order number in the subject line. This helps us locate the correct order quickly.

Email dragonmossart@gmail.com with your order number or the email address associated with your previous order. We will review the code and help if it is valid for your account and order.