Photo questions
Review the Photo Guide for lighting, focus, older photographs, and privacy.
Before you write
Product questions
The FAQ covers previews, personalization, delivery, and common support topics.
Existing orders
Include your order number, checkout email, and a concise description of the issue.
Contact details
Email support · 24/7
support@bifrostpet.comCustomer service is available 24 hours a day, 7 days a week. Contact us about products, photos, orders, accounts, Pet Profiles, privacy, or policies.
For privacy requests, use the subject “Privacy request”. Do not send sign-in links or identity documents in your initial email.
Company and correspondence
BIFROST CREATIVE LTD
Registered in England and Wales · Company number 17407418
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@bifrostpet.com
Customer service: 24 hours a day, 7 days a week.
The registered office is a company correspondence address, not a shop, collection point or returns centre. Operations, production, dispatch and returns handling are in China. Contact us before sending a return.
What to include
- Your order number for an order or delivery question.
- The email address used at checkout or for your BifrostPet account.
- Your Pet ID or public Lost Alert link for a Pet Profile or Lost Mode question.
- A short description of the issue and relevant screenshots, with sensitive information hidden.
Never email payment card details, passwords, Magic Link URLs, verification codes, or identity documents.
Address or order changes
Contact support as soon as an error is noticed. Personalized orders can move into production quickly, so changes cannot be guaranteed. Never send payment card details, account passwords, or other sensitive credentials by email.