You may log into your account on our website anytime to view your order status. Once your order is dispatched, we will send a tracking number via email so you can monitor your package’s delivery progress.

If you have any questions during your shopping experience, our customer service team is always ready to assist you at support@12loriel.com.

Absolutely! We proudly ship many of our products worldwide, including all items from our pet collection, jewelry, and more.

Please note that orders shipped to certain countries may require you to provide basic required information to facilitate international logistics. Regardless of your location, all shipping is complimentary.

A photo upload portal is available on each product detail page. You may also place your order first, then self-upload your reference pet photos for customization on your order details page. Additionally, you can send your custom photos directly to our customer service email: support@12loriel.com.

We will contact you via email and SMS if we require extra photos or information. If we receive no response after multiple follow-ups, we will proceed with production using the photos and details you initially provided.

We’re happy to help!

If you have questions regarding reference photos, customization options, or which product best fits your needs, reach out to our customer service team via our Contact Us page or send an email to support@12loriel.com.

We will send a draft artwork confirmation to your email once your custom pet portrait is completed. If you are unsatisfied with the hand-drawn draft, our artists offer unlimited revisions free of charge until you are fully satisfied before we move forward with production and shipping. Rest assured in the creativity and craftsmanship of our design team!

We typically send your initial custom draft within 3–5 business days. If revisions are requested, this timeline may extend to 5–7 business days.

Once you approve your draft, production and shipping generally take an additional 7–10 business days. As all our goods are fully custom-made, shipping may take longer than standard ready-to-ship items. We appreciate your patience and understanding.

Shopify’s backend only displays whether an order has been shipped. We will send regular email updates to keep you informed of your order’s real-time progress, including whether it is undergoing custom artwork creation, production, or has been dispatched.

We accept all major credit cards:

• VISA
• Mastercard
• American Express
• Discover

We also support the following payment options:

• PayPal
• Google Pay

No, we never store your credit card or payment details on our servers.

Orders may be canceled for a full refund before production begins.

Please contact our customer service team as soon as possible if you wish to cancel your order.

Our return policy varies based on the product you purchased.

Eligible items are covered by our 100% Refund Guarantee. You may submit a return request within 30 days of receiving your merchandise.

Please review our 100% Refund Guarantee section for full terms, including eligible products and important notes for international orders.

Our customer service team is available to answer any questions you may have.

The device emits a secure Bluetooth signal every two seconds. Nearby Apple devices (iPhone, Mac, iPad, etc.) detect this signal and upload location data to Apple’s iCloud servers, generating an accurate GPS pin visible on your map. The more Apple devices pass nearby, the faster your location updates.

Note: We do not recommend purchasing this tracker if you live in rural areas, mountainous regions, or remote locations with very few Apple devices in circulation.

This tracker performs best in densely populated urban areas with high volumes of Apple devices. Please consider your location before purchasing.

Press and hold the power button for 3 seconds; repeat multiple times.

The battery may be drained. Replace the battery and test again.

If the tracker is nearby (approx. 30 meters in open space):

• Select your tracker from the device list in Find My.
• Tap Play Sound to trigger an audible beep from the tracker.
• Tap Stop Sound once you locate the item to turn off the alert.

If the tracker is far away:

• Select your tracker from the device list to view its last known location on the map, complete with a location timestamp.
• Tap Directions to open Apple Maps and generate navigation to the pinned location.

Play Sound will not function if the tracker is out of Bluetooth range, as the device cannot receive the signal. The correct workflow is to navigate to the tracker’s mapped location first, then trigger Play Sound once you are within close range.

No Apple devices have recently passed near your tracker. The location system relies entirely on nearby Apple hardware to capture signals.

Location refreshes occur every 10–20 minutes.

An Apple device captured your tracker’s signal while in transit, uploaded the location to Apple’s servers, and the delayed data synced back to your phone, creating a large positional offset.

Map pins only display straight-line distance between captured signals and do not account for physical obstructions, curves, or building layouts. This minor offset is normal behavior for the Find My network.

Does the tracker have a maximum tracking distance limit?

There is no global range restriction; this tracker works worldwide, provided an Apple device passes within 10–50 meters of the tag. The tracker has no built-in GPS and depends entirely on nearby Apple devices to generate location data.

No, live real-time tracking is not supported.

Devices capable of constant real-time tracking require an embedded SIM card, dedicated GPS, or Beidou positioning modules, none of which this tracker contains.

Pop-up message when pairing the tracker: “Upgrade your account security”

Troubleshooting steps:

• Attempt pairing using a different Apple device.
• Update your iOS system to the latest available version.
• Uninstall and reinstall the Find My app.

Compatibility Note: This tracker only works with Apple devices running iOS 14.5 or newer.

This tracker is battery-powered and does not require charging. It uses a replaceable coin cell battery with a continuous runtime of up to one year.