FAQs
Last Updated: August 10, 2026.
1. What products does Poemmart currently offer?
Poemmart currently specializes in personalized, made-to-order blankets. Our collection includes:
- Fleece Blankets
- Hooded Blankets
Depending on the selected design, you may be able to personalize your blanket with photos, names, dates, messages, quotes, pet details, family information, or other customization options shown on the product page.
2. What does “made to order” mean?
Our personalized blankets are prepared specifically for each customer after an order is placed.
Instead of taking a finished personalized product from standard inventory, we use the product options and personalization details you submit with your order to prepare your blanket for production.
3. How does personalization work?
Select the product and design you like, then enter or upload the personalization details requested on the product page.
Depending on the design, this may include photos, names, dates, messages, or other personal details.
Please carefully review your personalization information before placing your order, especially spelling, dates, uploaded photos, size, color, and other selections.
4. Can I preview my personalized blanket before ordering?
Many of our personalized designs include a live preview that allows you to see how your customization comes together before placing your order.
The available preview and personalization options depend on the specific product and design.
We recommend reviewing the preview and all personalization details carefully before completing your purchase.
5. Can I change or cancel my order after placing it?
If you need to request a change or cancellation, please contact us as soon as possible.
Change and cancellation requests should be submitted within 5 hours of placing the order. Because our products are personalized and made to order, requests submitted after this period cannot be guaranteed once order preparation or production has begun.
For additional information, please review our Return & Refund Policy.
6. Can I return a personalized blanket if I change my mind?
Because our products are personalized and made specifically for each customer, we do not offer traditional returns, exchanges, refunds, or free replacements for customer-related errors or change-of-mind situations when the product has been produced correctly according to the submitted order.
Examples may include selecting the wrong size or product option, entering incorrect personalization information, uploading an unsuitable photo, or simply changing your mind after the order has been produced.
If there is an eligible production, fulfillment, shipping, or product issue attributable to us, the affected item may qualify for a Full Refund or Free Replacement.
Please review our Return & Refund Policy for complete details.
7. What should I do if my order arrives damaged, defective, or incorrect?
Please contact our customer support team within 14 days of receiving your order and provide your order number along with a clear description of the issue.
We may request photographs or other reasonable information needed to review your claim.
If the claim is eligible under our policy, we may provide a Full Refund or Free Replacement for the affected item.
Approved damaged, defective, or incorrect personalized products generally do not need to be returned unless our support team specifically instructs you otherwise.
8. How long does production and shipping take?
Production and delivery times depend on the product, shipping destination, and shipping method selected or available for the order.
Fleece Blankets and Hooded Blankets have different production and delivery estimates. Some eligible Fleece Blanket orders may also offer Rush Production.
For current production times, shipping methods, estimated delivery times, and Rush Production information, please review our Shipping Policy.
9. How can I track my order?
Once your order has shipped and tracking information is available, you will receive a shipping confirmation containing the applicable tracking information.
Please allow some time for the carrier's tracking system to update after the shipment is created.
If you have questions about your shipment, you can contact us through our Contact Us page.
10. What payment methods do you accept?
Available payment methods may vary depending on your location, device, currency, and eligibility.
Supported options may include major credit and debit cards, Apple Pay, Google Pay, Shop Pay, PayPal when offered, and other eligible payment methods available through our checkout.
The payment methods available for your specific order will be displayed at checkout before you complete your purchase.
For more information, please review our Payment Methods page.
11. Do you create completely custom designs?
Our products are primarily personalized through the customization options available on each product page.
You can choose from our available designs and personalize eligible elements such as photos, names, dates, messages, and other details shown for that product.
If you have a question about whether a particular personalization request is possible, please contact us before placing your order. We cannot guarantee that requests outside the available product options can be accommodated.
12. What kind of photos should I upload?
For the best result, we recommend uploading a clear, reasonably high-quality image in which the main person, pet, or subject is easy to see.
Avoid extremely blurry, very small, heavily compressed, or badly cropped images whenever possible.
Some designs may automatically prepare uploaded images for the selected layout, such as adjusting the crop, placement, background, or visual treatment.
Please review the available live preview when provided before completing your order.
13. How does Poemmart handle my uploaded photos and personalization information?
Customer-submitted photos and personalization details are processed as reasonably necessary to prepare, produce, fulfill, support, or resolve issues relating to your order.
We do not use customer-submitted photos or personalization content in advertising or promotional materials without appropriate permission.
For more information, please review our Privacy Policy.
14. How can I contact customer support?
Customer support is available by email and through our online contact form.
Email: support@poemmart.com
Support Hours:
Monday through Friday, 8:00 a.m. to 8:00 p.m. (GMT+7)
You can also send us a message through our Contact Us page.
If your question concerns an existing order, please include your order number and the email address used at checkout so we can assist you more efficiently.
15. Can I visit your business addresses or send returns there?
Poemmart operates primarily as an e-commerce business.
Our business addresses should not be treated as general product return addresses. Please do not send a return to either address unless our customer support team specifically instructs you to do so.
Our U.S. registered business address is used for business registration and administrative purposes and is not represented as a retail storefront, manufacturing facility, product warehouse, or general return address.
For business and contact information, please visit our About Us and Contact Us pages.
16. Where can I find Poemmart's store policies?
You can find more detailed information in the following pages: