FAQs

We can illustrate any animal! From kangaroos to dogs, our artists are extremely talented and capable of creating a digital masterpiece of any pet photo you send us!

Yes! We can print up to 3 pets on one portrait.

You won't need to send a picture with all of your pets in the same shot. Our team will illustrate and combine individual pictures into one beautiful portrait.

We can definitely include a pet owner in the portrait!

We can work with most of the photos our customers submit for illustration. However, we will normally get the most ideal illustration from the best quality photo. Here are some examples of what ensures the best photo possible. Worry not, if for some reason we can't illustrate your photo due to quality, we'll reach out to you.

Here are some guidelines to work from:

• Make sure the photo is taken in good lighting - natural light or outdoor lighting is ideal
• Try to take the photo of your pet at eye level
• The pet does not need to be looking at the camera
• Try to get a close up so we can grasp your pet's unique features
• Make sure the photo is not fuzzy or blurry
• Make sure you get the entire head in the frame with ears included!
• Make sure the accurate color of your pet's fur can be seen in the photo. We can only replicate the color that's in the photo

Our team checks photos as orders are placed. If there's an issue with your photo, we'll follow up pretty quickly via email.

Please note that if you cannot provide a new photo after we have asked for a better quality photo to work from, we cannot provide a refund. It's your responsibility to ensure that you are happy with the photo you provide.

Note: The examples you see on our website were produced by using high quality photos.

Nah, it doesn't matter. We remove the background when completing the illustration.

Our artists convert the actual raw photo using sophisticated and highly technical graphic design tools. Within the digital design studio we use a range of photo editing techniques, professional re-touching as well as a number of complex strokes and blending process' to turn the raw photo into a work of art!

You can expect your artwork to be ready 1-2 days after you place your order. We'll print and ship your order within 1-2 days of you approving your artwork.

For US order delivery time: You can expect your parcel to take 2-5 business days to arrive from the date it is shipped out.

International orders: You can expect your shipment to take 5-10 business days to arrive from the date it is shipped out.

All orders are shipped with tracking, sent to you via email so you can see where your package is in route.

Shipping prices are a flat fee per order, although shipping is waived for orders over $100.

Shipping Fees:

USA: $9.95
CA, AUS, UK: $9.95
Europe: $9.95
Rest of world: $17.95

Please allow for the possibility of longer delivery times during seasonal shopping periods, such as Christmas.

Depending on what you ordered, your order may arrive in separate parcels, but in most cases, all items will be packaged together.

Yes we do!

Absolutely! All orders are shipped with tracking. You'll receive the tracking number, as well as delivery updates, via email and/or text, depending on what you opt in for.

Don't worry, email our support team and we'll let you know where your order is.

Because your order is 100% custom and uniquely made just for you and your pet, we do not accept returns / refunds, but rest assured that with our 100% satisfaction guarantee we'll be sure to get your order right until you're satisfied.

If you have a problem with your order, let us know and we'll fix it for you.

Remember, we offer artwork previews/approvals before it's printed and shipped and unlimited revisions so you can make sure you're 100% happy with your artwork before printing!

We're 100% dedicated to ensuring you love your artwork, backed by our 100% satisfaction guarantee.

Once your portrait is ready for your approval, we'll notify you via email. You have 72 hours/3 days to either approve the illustration or send us your edit requests before printing. If 3 days go by and we don't hear from you, we'll consider it approved and will proceed with printing.

We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your illustrated pet portrait.

During normal business hours you can expect to receive a response within 2-4 hours.

During busier periods (such as the Christmas shopping season), please allow 24-48 hours for a response.

Absolutely! Although our live webchat may lead you to our customer service team faster, you can always call us at (415) 737-6030. If we don't pick up, just leave us a message and we'll get back to you as soon as possible.