FAQs
Ordering
Q1: How do I start customizing my pet's portrait?
A1: All you need to do is select your preferred custom portrait style and size from the relevant product links on our website, then upload a photo of your pet and you can add a description of any special customization requirements before checking out.
Q2: What if my pet isn’t a cat or a dog? Can I still order a portrait?
A2: Yes, absolutely! We love creating portraits for all kinds of pets. Whether you have a bird, reptile, rabbit, or any other beloved pet, just upload their photo, and we’ll take care of the rest.
Q3: What kind of photos are best for customized portraits?
A3: Please provide high quality, clear photos of your pet full body or head. Make sure the photo is taken in natural light, and your pet should take center stage in the photo, complete with their face and features.
Q4: What if I want to make a change after I’ve placed my order?
A4: If your order has not yet moved into the production phase, you may be able to make changes. Please contact us immediately with your order number and desired changes.
Q5: Will I see a preview of my pet portrait before it ships?
A5: Absolutely. We provide a digital proof for your approval before we finalize the portrait. You can request changes at this stage to ensure your complete satisfaction.
Q6: Can I combine portraits of different pets?
A6: Of course you can. For the same operation please upload clear photos of your pets and explain your needs, or contact our designer team directly.
Q7: How do I stay up-to-date with the latest information and special offers on our products?
A7: We recommend subscribing to our newsletter and following our social media accounts for updates and exclusive offers.
Q1: Do you offer worldwide shipping service?
A1: Yes, Our custom pet portraits can be shipped worldwide. Some locations may have longer delivery time and additional charges based on their local regulation.
Q2: How long does delivery take?
For orders in the United States, the usual international shipping time is 5-8 business days.
Other countries in Europe, the Middle East and parts of Asia will take 12-15 business days.
For expedited orders, please contact us at [email protected] to prioritize your order.
Q3: How are shipping costs calculated?
A3: Shipping costs are calculated based on the size and weight of your portrait, as well as your location. The total shipping cost will be provided at checkout.
Q4: Can I track my shipment once it has been dispatched?
A4: Yes, once your custom pet items has been shipped, we will provide you with a tracking number and a link to the carrier’s tracking page so you can monitor its journey.
Q5: I ordered multiple items. Will they be shipped together?
A5: Each product has a different production process and time frame. We want to get your products to your home as quickly as possible, so your order will usually be shipped in multiple shipments as each product is completed! You can contact us at [email protected] for any of your needs!
Q6: What carriers do you use for shipping?
A6: We partner with reputable carriers such as UPS, FedEx, DHL, and national postal services to ensure safe and efficient delivery of your orders.
Q7: Do you provide expedited shipping service?
A7: Yes, we offer expedited shipping for an additional fee. If you need to receive your portrait as soon as possible, please make your request during the checkout process, and we will process the order and modify the logistics cost for your payment after submitting the order!
Q8: Will I have to pay customs duties and taxes on my shipment?
A8: For international orders, customs duties and taxes may be applicable based on your country’s regulations. These charges are your responsibility and are generally collected by the carrier or customs office.
Q9: Can I change the delivery address after my order has been shipped?
A9: Once an order has been dispatched, the delivery address cannot be altered. Please ensure the correct address is provided at the time of your order to avoid any complications.
Payment
Q1: What payment methods are available?
A1: Currently we accept Paypal Payment method, which is popular for worldwide.
Q2: Is it safe to use my credit card on your website?
A2: Absolutely. We take your security seriously and use industry-standard encryption to protect your personal and payment information.
Q3: Are prices on the website inclusive of taxes?
A3: Our listed prices do not include taxes as tax rates vary depending on the country to which we are shipping.
Q4: Do promotions or discounts apply to custom orders?
A4: From time to time, we may offer promotions or discounts. Please keep an eye on our website or subscribe to our newsletter for updates. Note that some promotions may not apply to custom orders.
Q5: Is there an additional cost to modify or change a customized portrait?
A5: There is no additional fee until the order has been put into production. Once the order is in production, an additional 45% customization fee is required. Please understand that each customized item is unique and our artists have a custom service fee for each item.
Q6: How can I get a quote for a special custom portrait request that isn’t listed as an option?
A6: For unique custom requests, please contact our customer service with your idea. We will review your request and provide you with a personalized quote based on the specifics of the project.
Q7: If I make an error with my payment, how will you handle refunds or corrections?
A7: Should an error occur during the payment process, contact us immediately. We will work with you to correct any mistakes and process refunds if necessary, adhering to our terms and conditions.
Cancellation/Returns
Q1: Can I cancel my order for a custom pet portrait after I’ve placed it?
A1: Orders for custom pet portraits can typically be canceled within a time frame of 24 hours after placement. As we begin the customization process shortly after the order is confirmed, we are unable to accept cancellations beyond this point.
Q2: What if I change my mind about the custom pet portrait after the cancellation period has ended?
A2: Due to the personalized nature of custom pet portraits, we cannot offer a refund or cancellation after the designated period.
Q3: Are there any fees for canceling my order?
A3: If you cancel your order within the allowable time frame-within24 hours, there are no cancellation fees. However, if work has already begun on your portrait, resources have been allocated, and it will not be possible to cancel without a fee.