Help

Contact hello@shallwedog.com

We reply within 3 business days. Requests to see or delete your personal information are answered within 10 days after we confirm your identity.

To help us help you faster, tell us your device (iPhone or Android) and app version. For payment questions, please include the order number on your store receipt.

How long does it take?

We deliver your dog in the app within 7 days of payment. Before you order, the screen shows an estimated date, such as “If you order now, you can expect it around …”.

When there are many orders, it may take a few more days. A person checks every finished dog before we send it, between 9 a.m. and 11 p.m. (Korea time), so orders placed late at night are checked from the next morning. We send a notification when your dog is ready. If it is finished between 9 pm and 8 am, the notification comes at 8 am (your phone’s time).

It doesn’t look like the photos

We fix it once for free within 14 days of receiving it. In the app, go to My orders, tap Ask for changes, choose what looks different (face, body, color, fur, other) and add a short note.

Your dog is made in the game’s style, so it may not look exactly like the photos.

Can I get a refund?

A custom dog is made to order, so under the Korean E-Commerce Consumer Protection Act it cannot be withdrawn or refunded. We tell you this and ask for your agreement before payment.

However, we refund you if we cannot deliver within 7 days or cannot make it for reasons on our side. If you feel it doesn’t look like your dog, we fix it once for free instead of a refund, as above.

For other paid items, you can withdraw within 7 days from the later of the purchase date and the date the item became available. Items that are used up right away, such as paws already spent or styling already applied, cannot be withdrawn. See Sections 9 and 10 of the Terms.

Refunds go through the store you paid with: App Store at reportaproblem.apple.com, Google Play via the Google Play refund page. Each store’s policies also apply.

What happens to my photos?

We use your photos only to make and fix your custom dog, and delete them automatically 14 days after the last delivery. Location data is removed from photos before they are sent.

Only if you separately agreed to “keep photos for 1 year” when ordering do we keep them for one year; tap Settings > Withdraw photo keeping to delete them right away.

To make your dog in 3D, your photos are sent to outside processing companies (OpenAI, Anthropic, Meshy; overseas). See Section 5 of the Privacy Policy.

Can I order two dogs together?

Yes. Choose the two-dog product to order two dogs with one payment. Add two photos and an order form for each dog. Each dog is sent to the app as soon as it is ready.

It says “We’re checking your payment”

We start making your dog as soon as the store confirms your payment. If confirmation is delayed, we check again every hour. If it still shows this after 48 hours, please email hello@shallwedog.com.

It says “We can’t take more orders today”

We accept up to 3 custom orders per account per day (24 hours). A two-dog order counts as 2. If you reach the limit before paying, the app tells you “You can order up to 3 times a day”. If an order you already paid for goes over the limit, we don’t cancel the payment; we continue making it the next day.

Each photo must be under 5 MB, and the one-line note can be up to 60 characters.

You asked me to send new photos

If a photo is blurry or the face is not from the front, or if it is not a photo of a dog, is inappropriate or is too small, we may ask for new photos. You can send new photos once from My orders > Send photos again. If there is still a problem, we will email you.

How do I sign in?

There is no sign-in button. When you open the app, it signs you in automatically with Game Center on iPhone or Google Play Games on Android. If sign-in does not happen or you decline it, you can still play, and your game data is saved on your phone. When you are signed in later, it is linked automatically.

Only custom orders need sign-in, and we check that you are 14 or older when you order. If the sign-in window does not appear, sign in at phone Settings > Game Center on iPhone, or in the Google Play Games app on Android, then tap again.

I changed phones and can’t see what I bought

Tap Settings > Restore purchases in the app. If you are signed in to the same store account (Apple ID or Google account) you used to buy, items you buy once and keep, such as the Full version, are turned back on.

Items that are used up, such as paws, cannot be restored. Custom dogs you received can be downloaded again when you are signed in with the same Game Center or Google Play Games account. If you still can’t see them, email us with the order number on your store receipt.