FAQs

When Will My Order Ship?

Orders are usually processed and shipped within 10-15 business days of purchase.

How Long Does Shipping Take?

Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. Average shipping time is about 7 to 15 business days. Your tracking number will be updated 3-7 days after your order has been shipped.

How Do I Cancel An Order?

We are only able to cancel orders within the first 12 hours after the order is placed. After that the order has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it’s out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.

What Is Your Return Policy?

Unfortunately due to the nature of our products, we do not accept returns, exchanges or refunds.

How to install the framework?

To prevent shipping damage, we will separate the canvas and frame for products sized 20”×20” and larger. An installation video is attached for your convenience. You can click the link below directly or scan the QR code below:
Frame Installation Video: https://www.instagram.com/p/DAVLvc1xFqX/

What Methods of Payment Do You Accept?

We accept Paypal, Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card.

We can design a portrait for any animal no matter the species or the breed. So far we're created unique masterpieces for dogs, cats, birds, horses, micro-pigs and even hedgehogs!
Our artists are incredibly talented and can work with any animal on Earth.

Yes! We have a variety of options to suit your pet parent needs.
Right now, we can make up to 3 pets in one portrait for products over size 20‘’×20‘’.

Can you draw portraits of people?
Sorry, we do not offer portraits of pets and their owners.

Is my photo good enough to use?
If you followed our photo guidelines, then yes your photo is very likely good enough to use.

• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either

We have a team dedicated to checking photos as orders are placed. If there's an issue with your photo, we'll let you know very quickly via email.

If we do need a new photo from you, this may lengthen your delivery time by a few days.

Please note that if you refuse to provide a new photo after we have informed you that the original photo may not result in the best quality artwork, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.

Note: All examples on our website were produced using high quality photos.

Does it matter what's in the background of my photo?
No this shouldn't matter. Don't worry if there's a lot of stuff in the background. Obviously it's better if it's a plain/clear background. But don't obsess over it too much! It really doesn't make much difference.

How do you produce your artwork?
We do not paint from scratch.
We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo re-touching as well as a number of complex brush strokes and blending processes to turn your original photo into a pet portrait.

Can you add or remove something from my pet photo?
Sorry but we can't offer to add things like accessories, extra background colors or extra bits to your chosen costume. We are very proud of our work and like to keep things uniform (pardon the pun!)

We can sometimes edit out tears, sleep and drool if you ask us but we cannot guarantee it. We cannot perform major edits such as opening a closed mouth or adding floppy ears.

However, if your pet is wearing an accessory in the original photo, we will always try to include it.

The same goes for collars - we do remove collars for almost all costumes but it's always best for those that show some neck (e.g. The Duchess), that you provide a photo of your pet without a collar on.

Can I change the background colour of my canvas?
Right now we can't change the background colors for you. If you have a very dark pet and are afraid they won't show up on a custom with a black background, we would generally advise selecting a different costume.

What if my photo is in black and white?
If your photo is a black and white image we will naturally change our costume to be black and white too, to match your pet photo. Note that we do not and cannot add colour to black and white images.

If you provide a black and white image please be aware that we cannot offer a refund when you receive a black and white portrait.