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FAQs

We want you to have the simplest, easiest and most pleasant custom pet portrait buying experience. But we know you might have a few questions. Read on below for details about buying a custom pet portrait, our shipping, tracking, refund, returns and customer support.

Custom Pet Portrait

Do you only do cats and dogs?

We can create custom pet portraits of any animal such as dogs, cats, birds, reptiles, rabbits, ferrets, etc. Our artists are extremely talented and will be able to create stunning custom artwork for you.

Do you do human portraits as well?

If you would like a custom portrait of a person or of a person and a pet, please reach out to us via our contact page. We will be happy to create something both truly unique and memorable for you, but will need to first understand what you are looking for.

Can I print more than one pet on the same artwork?

Although our artwork styles were designed for a single pet, our talented artists would be happy create multiple pet portraits and artwork for you. If you would be interested in a custom multiple pet portrait, please reach out to us via our contact page.

How do I know if my photo is good enough?

We create each custom pet portrait from the photo you provide us. And the quality of the artwork we create depends heavily on the quality of your photo. As such, we put together this simple photo guide to help you pick the right photo.

Read our Pet Portrait Photo Guidelines

How do you create these custom pet portraits? Are they hand-drawn, hand-painted or digitally made?

Each pet portrait is digitally made by an artist and printed on museum-quality enhanced matte photo paper.

We base each custom pet portrait on a high quality photo you provide to us while ordering. An artist takes this photo and transforms it into pet portrait artwork via a very wide range of digital image editing techniques and manually draws bespoke details on it.

Once the portrait is finished, we send you a digital preview for approval.

Read more about our production process.

Can I see the artwork before it gets printed?

Yes of course! Within 2-5 business days from receiving your order, we'll send you a digital version of your custom pet portrait, also called a proof. We'll need you to approve the proof before we print and ship it. If you'd like any revisions to make this custom pet portrait perfect for you, we'll be more than happy to make them for you.

Can I change my order after it's been placed?

Yes, we would be happy to change your order as long as it is placed within 12 hours of your order being placed.

Shipping and Tracking

What are the shipping times and prices?

We provide free shipping worldwide.

Our shipping time estimates are:

  • Australia & New Zealand: 6 - 14
  • Brazil: 10 - 25 business days
  • Canada: 5 - 10 business days
  • Europe: 7 - 15 business days
  • Japan: 10 - 12 business days
  • United States: 3 - 6 business days
  • Other countries: 10 - 14 business days

 

Will I get a tracking number?

Yes of course. Once your order is shipped out, we will send you a shipping confirmation email with your tracking number.

Where do you ship to?

We ship our custom pet portraits for free worldwide. To see our estimated shipping times, please read our shipping policy.

Returns and Refunds

Can I return or refund my order if I'm unhappy with it?

Since each portrait is 100% custom made and a lot of time is spend to create each artwork from your photo, we do not accept refunds or returns.

If you have a problem with your order, please let us know and we'll work with you to fix the issue.

Also, before we ship out your order we will provide you with a digital preview and offer unlimited revisions so that you are 100% happy with your custom pet portrait before printing.

Please see our full return and refund policy.

What if I need to cancel my order?

We begin work on your custom pet portrait as soon as the order is placed. If you need to cancel your order, please reach out to us as soon as possible. We allow cancellations of order within 12 hours of the order being placed.

Customer Support

How do I contact customer support?

You can reach our customer support via our contact page.

How long do I have to wait for a reply to my email?

We reply to each message and email within 24 hours, usually within the first 12 hours.

I haven't heard back from you, what can I do?

After your purchase, you should receive from us in 2-5 business days your digital preview. If you haven't received your digital preview within that time it is possible that our emails are not reaching your inbox. To be sure that this is not the case, please verify your spam folder.

If you've checked your spam folder and still haven't seen any emails from us, then it is possible that the email you used while placing your order had a spelling mistake and as a results our emails are not able to be delivered to you.

In any case, you can reach us directly as well via our website chat feature. To initiate a chat during business hours, please click on the chat icon in the bottom right of our website.