Frequently Asked Questions
How do I place an order for a custom pet portrait?
To order a bespoke pet portrait, first choose your preferred portrait style and size from our collection. Then, upload a high-quality photo of your pet and provide any specific instructions or personalisation you may have. Complete the checkout process, and our artists will start working on your one-of-a-kind creation.
What kind of photo should I upload?
Please upload a clear, well-lit photo of your pet’s face.
Front or side profile works best. Blurry or low-light photos may affect details.
How long will my order take?
Sketch and Order Confirmation: 1–2 days
Production Time: 5 business days
Shipping to the US and Europe: 12–18 business days
Total Duration: Approximately 18–25 days
Can I customize background color and frame?
Yes! You can select background color and frame style when placing your order.
Can I request changes during production?
Small adjustments are available within 24 hours after ordering.Once painting begins, we cannot change size, frame, or background.
What if the package arrives damaged?
We use strong protective packaging.If damaged during delivery, we will remake and reship a new one for free.
Do you offer refunds or returns?
Since each portrait is fully custom and handmade, we do not accept returns or refunds after production starts.
But we guarantee quality and will fix any art or shipping issues.
What pets do you paint?
We paint dogs, cats, rabbits, birds, horses, and all other beloved pets.
Do you offer international shipping?
Yes! We're pleased to offer international shipping to our customers.
Can I cancel or change my order?
We understand that circumstances may change, and we'll do our best to accommodate any order modifications or cancellations. Please contact us as soon as possible if you need to make changes to your order. Due to the personalised nature of our portraits, if our artists have already started working on your portrait, we may be unable to offer a refund. However, we're always happy to help in some other way to ensure your satisfaction.
My order hasn't arrived or isn't complete. What should I do?
We understand that your pet portrait holds profound significance for you, and we are therefore committed to ensuring a smooth and worry-free delivery process. If your order does not arrive within the estimated timeframe, or if the items you receive are incomplete, please contact our friendly customer service team as soon as possible via our "Contact Us" page. Please provide your order number and relevant details; we will dedicate ourselves to investigating the issue and actively seeking a suitable resolution. Your satisfaction is our utmost priority; we will go above and beyond to resolve any concerns you may have and ensure that you receive your pet portrait order in a timely and complete manner.