Frequently Asked Questions
Have a question or concern? Browse through our most frequently asked questions. Can't find the answer to your question? Get in touch with the team and we'll be more than happy to assist.
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I ordered multiple products will they all arrive together?
We use multiple couriers for our products to achieve the most cost effective and expeditious shipping method. This may result in your order arriving in separate parcels. If you ordered multiple of the same product such as 2 prints then these will arrive together.
Will I be issued with a tracking number?
Yes, all of our products are dispatched with a tracking number so that you can receive delivery updates.
What's the status of my order?
You can view the status of your order with our internal tracking system. If you have any concerns regarding your order then please get in touch.
Track my orderMy portrait arrived damaged
The team goes through a rigorous quality assurance process prior to dispatching your order. If your portrait does arrive damaged, please let us know at the earliest opportunity through our chat system. We ask that you provide a photo of the damaged portrait as this will expedite the replacement process.
Is the quality of my photo good enough?
A high quality photo is preferable as this allows the team to see the finer details. This will result in a more detailed portrait. Mobile phone photos will work fine as long as they are in focus and not blurry. Please ensure that you include all of your pets features and that they are not cropped out of the photo. Our team completely understands that it may not be possible to provide a high resolution photo, please feel free to get in touch if you have any concerns with your photo.
Can you remove something from the photo that I upload?
We will try our best to cater to your requirements but cannot guarantee that we can always remove items from the photo that you provide. We can usually remove things such as tears and drool but cannot make major edits such as opening a closed mouth or adding floppy ears. Depending on the photo that you send we may be able to remove your pets collar. Feel free to contact us prior to placing an order if you have any concerns.
Are there any other sizes available?
Yes, we offer a full range of different sizes for our products. If you would like to find out more, then send us a message with the size and product that you had in mind and we will get back to you with a quote.
Do you only illustrate dogs and cats?
Dogs and cats are our most popular pet themed portraits but we don't stop there. Our team of artists are extremely talented and can illustrate any animal. We've had the luxury of illustrating, dogs, cats, horses, hamsters and even a tortoise!
Do all of my pets have to be in the same photo?
There is no requirement to have all of your pets in the same photo. We understand that it can be difficult to get your pets to sit still! You can upload individual photos of your pets and our team will bring them all together in your portrait.
Can I add gift wrapping?
Unfortunately we do not currently offer gift wrapping or gift notes.
How long will it take to see my preview?
We have a range of artists that will collaborate to create your portrait. Once they have approved your uploaded photo, you can expect a preview within 2-3 days.
Do you accept returns?
Your artwork is custom made and personal to the photo that you submitted. Due to the bespoke nature of our products we are unable to accept returns. However, as we provide 100% satisfaction guarantee, you will receive a preview prior to printing. This allows you the opportunity to request any edits. Your portrait will not be dispatched until you have approved your illustration. If you encounter any issues with your delivery, please get it in touch with us.
How many alterations can I make?
With your portrait being custom and unique to you we understand that it has to be right! This is why we are proud to offer a 100% satisfaction guarantee. You are able to make an unlimited amount of changes until you are ready to click the 'approve artwork' button.
