Our promise & returns

The Fur & Frame promise

Every portrait is made to order, so we make sure you love it before it's printed. You get a free digital proof within 48 hours and as many tweaks as you need.

Cancel anytime before you approve

Changed your mind? You can cancel for a full refund any time before you approve your proof. If your photo can't be turned into a portrait we're happy with, we'll ask for a new photo or refund you in full, your choice.

Damaged, defective or doesn't match your proof

If your portrait arrives damaged, has a print or framing defect, or doesn't match the proof you approved, email us a photo within 14 days of delivery. We'll reprint and reship it free, or refund you if you prefer. You don't need to send the damaged one back.

Lost packages

If tracking stops moving for 10 business days, or it says delivered but you didn't get it, contact us. If the carrier can't find it, we'll reprint and reship it free.

Change-of-mind returns

Because each portrait is personalized, we can't accept returns or exchanges for change of mind after you approve your proof and it goes to print.

Refund timing

Approved refunds go back to your original payment method and can take 5–10 business days to show up.

Contact

Reach us anytime through our contact page. Full details are in our refund policy.