FAQs
Everything you need to know about your custom pet portrait order.
Q: What kind of photos should I provide?
A: For the best artistic results, please provide high-resolution, well-lit photos with clear visibility of your pet’s features. Close-up shots with sharp focus on the eyes are highly recommended.
Q: Can I preview the artwork before it’s finalized?
A: Yes. Once the artwork is complete, we will email you a preview for approval. We will only proceed with printing and shipping once you have confirmed that you are satisfied with the design.
Q: What is the typical turnaround time for custom orders?
A: After you approve the proof, it typically takes 3-5 business days for artistic creation, plus 5-7 business days for professional printing and international shipping. The total estimated timeframe is 10-14 business days.
Q: What payment methods do you accept?
A: We process payments via PayPal and its secure Braintree gateway. We support all major credit cards and PayPal balance payments. Your payment information is protected by bank-grade international encryption.
Q: What should I do if my payment fails?
A: Please ensure that your payment card is enabled for international transactions, or try using your PayPal account directly. If you continue to experience issues, please contact us at our support email for manual assistance.
Q: Can I return custom-made products?
A: As our products are custom-made and one-of-a-kind, we cannot offer full refunds once the proof is approved and the production process has begun. However, if your order arrives damaged or has quality issues, please contact us within 48 hours of delivery with photos, and we will arrange a reprint or a partial refund.
Q: Will I be charged additional import duties?
A: Our listed prices include standard shipping costs. However, please be aware that local customs regulations may occasionally impose import duties or taxes depending on your country’s policy.