Returns and shipping problems
If the product is a custom-made item, we are unable to provide a return service. Your custom art pieces are carefully designed and personalized based on the photos and information you provided about your beloved pet. However, if your order arrives damaged or doesn't meet your expectations, please feel free to contact us at email@example.com - we regularly review these requests and will assist you with a replacement.
For custom-made products, our standard turnaround time is approximately one week. However, during holiday peak periods, the turnaround time may extend up to 2.5 weeks, depending on the incoming order volume. For regular products, we generally ship within 72 hours. Upon receiving your order, we will promptly email you an estimated turnaround time based on our current queue. If the projected delivery time does not meet your requirements, we also offer various expedited order options for an additional fee.
We currently ship our physical products anywhere in the continental US and Canada! If you are outside of our current shipping range, we apologize for the inconvenience and assure you that we are working to expand our shipping capabilities.
Currently, all our products come with free shipping over $49 USD. We also offer expedited shipping options to speed up your delivery for an additional charge of $10 USD.
While we always strive to deliver your items together, occasionally one item in your order will be completed ahead of time and shipped out first. For example, if you order a framed portrait and a phone case, the phone case may arrive separately.
If none of our normal or rush turnaround times meet your needs, we would be sad to see you go, but we completely understand. From the time we email you with an estimated turnaround time, there is a 24 hour window in which you can cancel your order. Unfortunately, due to the time-consuming nature of custom artwork, we are unable to offer refunds, returns, or cancellations outside of this 24 hour window.
Yes! The photo you provide is the direct basis of our custom artwork, which means that the better your photo is, the better your finished product will be. Whenever possible, it's best to avoid uploading screenshots of photos, photos downloaded from social media, or filtered/edited Instagram photos. All of these things can lower the resolution of your photo, which will directly impact the quality of your finished product.
We carefully inspect each product to ensure its quality before shipping. We guarantee that you will receive products of the highest standard.
Absolutely! After creating your custom portrait, we will send you a watermarked print preview before printing and shipping your order. The purpose of the print preview is to allow you to approve the overall sizing, layout, or any annotations before we proceed with printing and shipping your order. If you wish to make any minor adjustments, we are more than happy to accommodate your requests! However, you must notify us within 12 hours of receiving the print preview. If we do not receive a response from you within 12 hours, we will assume that no edits are needed, close your order, and ship your custom product as shown in the print preview sent to you.
Yes, you can switch to a different image, but there will be an additional redo fee of $25(USD). Our designers invest time and effort in creating these personalized custom portraits, and unfortunately, we cannot offer refunds for the custom artworks that have already been created for you. Therefore, when you upload a photo for customization, please ensure that it is the one you truly desire.
We will do our best to reach out to you via email as soon as possible! The time this takes can vary depending on the volume of incoming orders (particularly around the holidays) but you can usually expect to hear from us within 48 hours. As a small team of less than10 people who do everything by hand, we thank you for your patience and understanding during peak ordering seasons. No matter how busy we are, we work hard to give every single customer in our queue the time and attention they deserve!
Yes, to ensure your complete satisfaction with your custom product, we will send you an email with a preview of the product. If you do not respond within 12 hours, we will assume that no edits are needed, close your order, and ship your custom product as shown in the print preview sent to you. For any inquiries regarding your order, we will contact you through the email address firstname.lastname@example.org. We hope that upon receiving our emails, you can get in touch with us as soon as possible.
First, please check your spam folder. Second, check the spelling of the email address that you submitted when placing your order. We communicate directly with you using that email address. If you're concerned about your order or realize you entered something incorrectly, feel free to reach out to our team any time at email@example.com!