FREQUENTLY ASKED QUESTIONS

We use the pre-order method because it allows us to offer high-quality products to our customers at better prices. If we were selling average-quality products, it wouldn’t matter, but our goal is to offer high-quality products to our customers at reasonable prices.

We are a brand that operates on a made-to-order basis, with a production time of 7 to 8 weeks (including shipping). Orders are typically available for 3 days from 10 AM on the announced opening day, or until the available stock runs out. (Note: The sale may close earlier if the available stock sells out sooner.) (The opening date is announced via Instagram and our website.) Pre-order Purchase Guidelines You can view the product details, pricing, and specifications on our website after 10 PM the night before the announced opening day. Please note that pre-order quantities are not unlimited. Depending on the product, there may be limited availability for certain items.

Once you complete your payment, you’ll find a photo upload button on the order confirmation page. Simply click the button and upload your desired photo. If you purchase multiple items at once, you can upload multiple photos at the same time, assigning each to its respective product. If you miss the upload button on the confirmation page, don’t worry! You can always upload your photos through your personal account on our website, where the upload button is always available.

To place a pre-order, simply follow the instructions on the product page during the pre-order period. You can choose your desired items and complete your purchase like a regular order.

Pre-orders can only be canceled within a specific window after placing your order. Be sure to check the cancellation policy, as once the production process starts, changes or cancellations may not be possible.

Yes, pre-order quantities may be limited depending on the product. Once the set quantity is reached, pre-orders will close. Be sure to act fast if you're interested in a specific item.

Pre-order dates and product information will be announced through our official Instagram and website. Make sure to follow us so you don’t miss out!

You have up to 24 hours to amend your order from the time your order is completed through email. Once the 12-hour period has passed, it's too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.

To cancel your order, please email us at rolloralla.america@gmail.com or request cancellation via live chat within 24 hours of placing your order. Refunds will be processed at our discretion. After 24 hours, cancellations will no longer be possible.

Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it's an animal, we will create a portrait for you. If you want to include a person's face along with your pet, that's also possible!!

Yes, we offer designs that feature multiple pets. If you want to use a photo featuring multiple pets, an additional design fee will apply for each extra face. (We recommend adding a maximum of three faces.) Since multiple pets will be fitted into a design space meant for one, the size of each face may appear smaller. *A design fee of $15 will be added for each additional pet's face starting from the second one.*

Clear, high-quality images with good lighting and minimal background work best. The clearer the photo, the better your custom design will look!

We currently offer custom designs on t-shirts, hoodies, tote bags, phone cases, and more. Check our product catalog for all available options.

For the best results, high-resolution and well-lit photos work best. We’ll contact you if the quality needs improvement.

We have a dedicated designer who personally designs every detail of the process and also conducts quality inspections. Since we create our products using high-quality materials from a renowned Korean factory that is recognized for its product quality, we take great pride in the quality of our products above all else.

We provide shipping to the United States and Canada.

Yes, all international orders include tracking. You will receive a tracking number once your order ships, allowing you to monitor its journey.

The entire process, including design time, proof approval, product creation, and shipping, takes approximately 8-9 weeks. You will receive an estimated delivery date at checkout.

If you need to change the shipping address on your order, there is a chance that we can catch it and make the change before your package is shipped. If a label has not yet been created, we can change the address. Please email us as soon as possible to see if it is not too late. We will always do our best to accommodate this change. Once shipped, we are NOT able to change the shipping address. We are not able to make changes to a billing address. They do not affect whether an order will be processed after we receive an order.

Please send the order number, the incorrect item's name, and a photo to rolloralla.america@gmail.com or provide them via live chat. Our team will resolve the issue with the incorrect item right away.

Any returns or problems that occur because of an error on our part will be handled at our expense. In the cases where customer would like to exchange or return a product without any defect or due to a wrong size being ordered, we cannot exchange the products as they are made to order. We apologize for any inconvenience this might have cause. We are working hard to find a solution to this. In the meantime, thank you for your continuous supports.

Since custom products are made specifically for each order, we do not accept returns. However, if the product is damaged or there is a mistake in the customization, please contact us, and we will assist you with the issue.

Refunds for custom products are typically not available unless there is an error in the order or a defect with the product. If there's a problem with your order, please reach out to our customer service team.

Since custom orders are made to your specifications, cancellations are only possible within 24hours after placing the order. Please refer to our cancellation policy for more information.

Exchanges are generally not available for custom items. However, if there’s a defect or mistake in the customization, we will assist you with an appropriate solution.

To keep your custom items in the best condition, we recommend hand washing in cold water and air drying. Avoid using harsh detergents or bleach to preserve the design and fabric quality.

We suggest avoiding machine washing for custom-made products, especially those with intricate designs or prints. If necessary, machine wash on a gentle cycle using cold water and place the item in a protective garment bag.