What is kiwi & WILLOW?

kiwi & WILLOW is an online retailer specializing in unique custom tags, collars, leashes, and art for your furry best friend. We are committed to being true and unique and believe in celebrating our pets. Our goal is to provide happiness with our art to every person and their pet friend.

Where are you located?

We are currently located in Florida, where we produce and ship from.

What happens when I place an order?

Once you place an order, you'll receive a confirmation email just to confirm that your order was successfully placed. Our happy team will then start prepping your order and getting it ready to ship out. You'll receive a second email once your order ships with tracking information so you can track it every hour until you receive it.

What is your return policy?

We currently accept returns for collars and leashes. Unfortunately, we cannot accept returns on the pet tags, background tags or pet portraits as these are hand painted and custom.

To initiate a return, please be sure it follows these term: 1) unused, free of any dirt or stains, pet hair, and smells, and 2) in original packaging, with tags intact. Please send us an email to lovekiwiandwillow@gmail.com where we will issue you an RMA # and PO Box number to mail it to with USPS. 

Please hold on to the tracking information to confirm shipment tracking. Allow two days to process the refund to your original form of payment once received and expect an email once completed.  

If a returned item does not meet the specifications listed above, you hereby forfeit any rights to a refund/item. Please ensure to follow all instructions and send us an email if there are any questions or concerns. 

How do I know what size collar to order?

We have a sizing guide to help you find the perfect fit for your furry friend so be sure to take a look at that here. Ideally, you would want the collar to sit comfortably and with enough space to fit at least two finger's worth of space so as to not choke or harm your pet.

All of our collars follow the size guide except our special collars which are marked with special sizing limits. These will have a special design that allows them to expand but without the special design at a certain length.

I have a question that was not answered here, who can I talk to?

Please email us at lovekiwiandwillow@gmail.com or send us a direct message on our instagram @kiwiandwillow and we'll respond as quickly as possible.


How does custom art work?

We currently offer two types of custom artwork: in our Portrait Tags and in our Portrait Canvases. The main difference between the two are the sizes!

The tag is on a 1" acrylic circle that is hand-painted on, and applied a clear gloss for protection so you don't have to worry about the art getting damaged. It is completely dried and protected once it gets to you.

Our other option are our canveses which come in two different sizes themselves. These two sizes provide our artist to paint your furry friend on a larger surface allowing for an unique piece. These are also hand-painted, not a digitally copied piece like other products in the market.

Both options require a bright, clear photo and are sure to bring a smile to your face.

We also offer an even larger canvas 24" x 36" that has a higher shipping price.

Can I see the painting before it gets shipped?

Yes, once the painting is completed, we can send you a photo via email if you'd like. Just let us know in an email that you'd like to see as some customers like to be surprised.  

Please note: We are not able to make any adjustments once completed.

Can I also be painted with my pet?

Due to the sizes/time offered here, we cannot accommodate a person or child to be included in the painting. Please email us at lovekiwiandwillow@gmail.com and we can direct you to our parent company that specializes in large scale paintings for further customizations. 

What is the return policy for custom items?

Due to the customization of the painting, there is no refund for these paintings. Please make sure to select the correct photo you'd like to use.