Frequently asked questions
Ordering & photos
What kind of photo works best?
A sharp, well-lit photo with your pet's face in focus. Phone photos are perfect, and eye-level shots look best. Please send the original rather than a screenshot or a heavily filtered version. If we think another photo would turn out better, we'll ask before we design.
Can I include more than one pet?
Our portraits are designed for one pet. If you'd like two pets in one portrait, message us before ordering and we'll let you know what's possible.
Can I change the name or style after ordering?
Yes. Just reply to your proof email with the changes.
Proofs
When will I get my proof?
Within 48 hours of your order, by email. Check your spam folder if you don't see it.
How many changes can I ask for?
As many as you need. We only print once you approve.
What if I don't reply to my proof?
We'll follow up. Your order stays on hold until you approve it, so nothing prints without your OK.
Shipping
How much is shipping?
Free. Standard US shipping with tracking is free on every order.
How long does it take?
After you approve your proof, your portrait is printed and framed in 2–5 business days, then ships with tracking and usually arrives 3–4 business days later. Holiday periods can add a few days.
Where do you ship?
We currently ship within the United States.
Can I send it to someone as a gift?
Yes. Enter their address as the shipping address at checkout.
Quality, refunds & returns
What is it made of?
Thick archival matte paper, a solid wood frame in black, white or natural oak, and a shatter-resistant acrylic front. Hanging hardware is included.
Can I cancel my order?
Yes. You can cancel for a full refund any time before you approve your proof.
What if it arrives damaged or doesn't match my proof?
Email us a photo within 14 days of delivery and we'll reprint and reship it free, or refund you if you prefer.
Can I return it?
Because every portrait is made to order, we can't accept returns for change of mind once your proof is approved and printed. That's why we send you a proof to approve first. See our promise & returns for details.