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FAQS
General Questions
No. Our service is not limited to cats and dogs. We accept custom portraits for all types of pets. As long as your pet photo meets our photo‑quality requirements, we can create a custom‑made portrait for your pet.
At this time, we do not offer custom portraits of people. Our shop focuses exclusively on pet‑related artwork.
Yes. Our store offers custom options for one‑pet, two‑pet, three‑pet and four‑pet portraits. You may go to each collection page and use the filter function to select your preferred style to place an order.
Our portraits are made using digital compositing together with manual retouching. Artworks are not hand‑painted from scratch. We accurately capture your pet’s real facial features and expressions, then combine them with our exclusive templates. The final portrait preserves your pet’s original look and personality; we will not arbitrarily alter your pet’s features.
Depend on the service you select:
– Unlimited Minor Revisions: Before you confirm approval for production, we provide one significant change and unlimited minor revisions.
– Zero Revisions: No revisions are provided after order placement.
Please see here for full details about design revisions.
– Before you confirm approval for production: If you need to update your shipping information, you must cancel your existing order and place a brand‑new order. This rule does not apply to orders purchasing only digital files.
– After you confirm approval for production: Shipping information can no longer be edited. We do not offer reshipment or refunds for delivery failures or returned packages caused
by incorrect shipping information entered by the customer. Please double‑check your shipping details before confirming approval for production.
Yes. Whether you select the Zero Revisions Service or Unlimited Minor Revisions Service, we will send you a preview proof prior to printing. We will only send your order to the factory for printing once we receive your email confirming approval for production.
No. Backgrounds, outfits and accessories for all styles are fixed templates and cannot be customized, swapped or adjusted.
Unfortunately, gift‑wrapping is not available at this time. However, all items are shipped in opaque protective packaging to keep contents concealed during delivery.
Photo Upload
Each custom‑portrait product page has a dedicated photo‑upload field. You can upload your picture directly on the checkout page. If your submitted photo fails to meet our requirements, we will notify you via email within 24 hours to submit a replacement photo.
Please submit well‑lit, sharp front‑facing photos of your pet following these guidelines:
– Your pet faces the camera and looks straight forward
– The full face and ears are visible with no obstructions
– The image is clear enough to show your pet’s real fur color and expression
– Avoid photos with collars, bows, neckties and other accessories when possible
If your photo does not satisfy these standards, we will email you within 24 hours after order placement and ask you to upload a new photo. Click here for more complete photo‑submission guidelines.
We accept JPG, JPEG, PNG and GIF files. File size must not exceed 3 MB.
Shipping & Delivery
Physical products are shipped only within the United States with free shipping. Physical shipping is unavailable for all other countries and regions. Customers outside the US may purchase high‑resolution digital files to print locally.
Standard US delivery takes 3‑5 business days. Delivery may extend to 5‑7 business days during holidays and peak shopping seasons. All orders include free shipping with no hidden fees.
Yes. Tracking is available for all orders. Once your order ships, you can log into your account and view real‑time delivery status via our order‑tracking tool.
If delivery issues occur and your package is not delivered, please contact us by email. After we verify the situation, we may offer reshipment or a refund. Orders with customer‑entered incorrect shipping information are not eligible for reshipment or refund.
If you receive goods damaged in transit, please contact our support team and supply evidence such as photos of the damage. After verification, we will offer you either a free reshipment or a refund.
Not guaranteed. Some items ship from separate partner warehouses. Multi‑item orders may be shipped and delivered in separate packages, which is normal.
For holiday delivery, please place your order at least 15 business days in advance to help ensure arrival before Christmas.
Refund & Order‑Cancellation
– By purchasing our products, you agree to our artistic style. Refunds will not be granted simply due to personal taste or dissatisfaction with artistic style.
– Before you confirm approval for production: Refunds or remakes may be offered after our verification if the finished portrait has major, recognizable discrepancies compared to your real‑life pet or deviates significantly from our advertised product style.
– After you confirm approval for production: Since these are fully customized goods that cannot be resold, general no‑reason refunds are unavailable. Refunds or reshipments will only be considered for the following specific scenarios:
1. Damaged merchandise
2. Severe shipping‑related issues leading to non‑delivery
Please click here for full refund‑policy details.
Customer Support
You will normally receive a response within a few hours. During high‑volume holiday shopping periods, please allow 24‑48 hours for our team to get back to you.
Your artwork will normally be ready 1‑3 business days after you place your order. In many cases, you will receive your preview within 48 business hours. You will get an email notification as soon as your preview is ready. Please reply promptly once you receive your proof so we can move forward with production quickly.
