Find answers about choosing your photo, ordering a personalized portrait, and receiving your order.
Your Portrait
How do I order a personalized portrait?
Choose your product, select the available size and design options, and provide your pet’s photo and personalization details. Review your choices and any name spelling before completing checkout. We create your artwork using your photo and selected options, following the style shown in our portrait examples.
What kind of photo works best?
Use a clear, well-lit photo taken at your pet’s eye level, with their face and ears fully visible. Natural lighting and an original, unfiltered photo help us see your pet’s coloring and features accurately.
For a full-body portrait, include your pet’s entire body. Avoid blurry photos, screenshots, heavy filters, and photos taken from directly above.
Will I receive a preview before my portrait is printed?
We do not provide artwork previews or a customer approval stage before printing. Your final artwork is created based on your pet’s photo, our portrait design examples, and the customization options you select.
Please check your photo, design selections, and personalization details carefully before ordering.
Do the product images show my finished portrait?
Product images are examples of the available designs, not a live preview of your pet’s finished portrait. Your artwork will reflect the photo and customization details you provide.
Can I order a portrait without my pet’s name?
Yes, where the product offers a no-name option. Select that option when personalizing your portrait. If you include a name, enter it exactly as you would like it printed.
Which sizes, frames, and portrait styles can I choose?
Available options appear on each product page and vary by product. Check the listed dimensions, frame choices, and design options before adding your portrait to the cart.
Custom Digital Artwork
What does the $14.99 digital-only option include?
One finished one-pet portrait as a high-quality JPG and PNG: 3000 × 3750 pixels vertically or 3750 × 3000 horizontally. This is digital artwork only — no physical product, print, frame or shipping. Product photos may show physical examples; your selected option and its exact price appear before purchase.
Choose one design, color or black-and-white, realistic or illustrated style, and half-body or full-body composition where the supplied photo supports it. We cannot reconstruct body details missing from your photo. One standard solid-color background from our existing palette and your pet’s name or No name are included. Premium backgrounds add $9.99 and limited backgrounds add $14.99 where offered; charges appear before checkout.
How and when will I receive my files?
Upload a usable pet photo and complete the required details on the product page. We manually review your finished artwork and email the JPG and PNG privately to the email address on your order within 3–5 business days after receiving a usable photo and complete details. Enter an email address at checkout. This is made-to-order artwork, not an instant download. If we need a replacement photo, we will contact you.
What print sizes and revisions are included?
The files suit printing up to 10 × 12.5 inches at 300 ppi, or 8 × 10 inches with the same aspect ratio. They are not promised to suit every physical portrait size. One round of minor adjustments is included if requested within 7 days of initial delivery: name corrections, standard background changes and small artwork adjustments. A different pet, a replacement source photo after artwork is created, or a completely new style or composition is outside that allowance. We correct our own errors without using your included revision.
How may I use the digital artwork?
Personal, noncommercial use, including printing for yourself or as a personal gift. No resale, commercial merchandise or redistribution of the files. Exclusive ownership is not included. We use assets permitted for incorporation into finished customer artwork; standalone licensed assets, fonts and editable source files are not supplied.
Priority Artwork Preparation
Can I request faster artwork preparation?
Where offered, select “Priority artwork preparation — +$19.99.” It is optional and off by default, and charged once per customized order line, not per unit or file. Your artwork receives priority preparation within 1–2 business days after we receive your usable photo and complete personalization details. This covers initial artwork only. Revisions, physical production and shipping times are additional and unchanged. It is not expedited shipping or a guaranteed arrival date, and it does not add a customer-proof or approval stage.
Order Changes and Support
Can I change my photo, pet’s name, or other order details?
You have 30 minutes after placing your order to request changes to your photo, pet’s name, shipping address, or other order details. Contact us through the Help & Questions link in our footer and include your order number and the changes needed.
After 30 minutes, we cannot accept changes because artwork preparation and production may already be underway.
Can I cancel my order?
You can cancel your order for a full refund by contacting us within 30 minutes of placing it. Use the Help & Questions link in our footer and include your order number and cancellation request.
After 30 minutes, orders cannot be canceled because each personalized item is made specifically for you.
Can I return my personalized portrait?
Please review our Refund policy for the terms that apply to personalized products. If you have a concern about your order, contact us with your order number and a description of the issue so we can review it.
What if my order arrives damaged or incorrect?
Contact us through Help & Questions with your order number and clear photos showing the item, the issue, and its packaging. We’ll review the details and explain the next steps under our Refund policy.
Shipping and Delivery
When will my order ship?
Physical products follow the artwork preparation, production and shipping estimates shown on their product page. These stages may be additional to one another. The digital-only option has no shipment; its email-delivery timeframe is stated above.
How long does delivery take after shipping?
Delivery usually takes an additional 3–5 business days after your order ships. Timing depends on the destination, supplier, and shipping service. International delivery may take longer.
Production and delivery timeframes are estimates, not guaranteed arrival dates.
How much does shipping cost?
For U.S. orders:
Orders under $99: $9.99 shipping.
Orders of $99 or more: free shipping.
For supported international destinations:
$9.99 shipping, with no free-shipping threshold.
Your final shipping charge appears at checkout.
Do you ship internationally?
We ship to selected international destinations. Enter your shipping address at checkout to see whether delivery is available for your order.
Contact Us
How can I get help?
Use the Help & Questions link in our footer. If your question concerns an existing order, include your order number and any relevant details or photos.