What is your return/exchange policy?
Are there any guidelines to the photo I need to upload?
In general, please send a clear photo of your pet with no object obstructions. Should we determine a photo is unable to be used, we will process a request for change.
Can I see a preview of my product before I purchase or before it ships?
Yes, we'll send you a preview of your artwork within 1-3 business days for review before we process the shipping.
Can I request something that isn’t already offered on the website? Or something custom? (i.e. a family portrait, portrait with more than two people, a celebrity, my heritage, other products, customised pet design t-shirts etc.)
We are always working on new templates and love to hear our customer’s suggestions. As such, if you wish to see our design but on a different product that we are currently offering, or you want to have your own pet print on our products or having more than 1 personalised figure, please email us at email@example.com. We will aim to respond within 5-7 business days. Unfortunately, we may not be able to respond to all requests, and we reserve the right to refuse services.
What happens if I submit a bad photo?
It is your responsibility to submit a high-quality photo as low-quality photos will result in low-quality artwork. We do have an internal check of photos submitted before releasing to our designers, therefore one of our teams will try to reach out for a request to change the photo if it's bad quality. However, if we do not hear a reply within 3 business days, we will use your original photo. This may result in a lower quality artwork which we will not be taking responsibility for.
Can I purchase the digital file of my pet drawing?
Yes! Simply tick the digital files checkbox on the products page. Alternatively if you want to order just the digital file in itself, then please email us at firstname.lastname@example.org
I’m having trouble uploading my photo. Can I just email it to you?
Yes, if you are having issues with uploading your photo, you may place your order and email us at email@example.com after with the image along with your order number.
How long is shipping?
Our average shipping times are:
USA: 3-6 business days
UK: 5-6 business days
CA, AUS: 2-7 business days
Europe: 2-8 business days
Rest of world: 10-15 business days
Please see our Shipping and Delivery policy here.
*Please note that international orders could potentially experience delays of up to 10 days due to COVID-19.
Do you ship internationally?
Yes, we do ship internationally. Please check delivery options and charges at checkout.
Will there be a custom/import fee?
For international orders, you may be liable for custom/import fees. Unfortunately, we have no control over your country’s currents fees and will not be able to pay those on your behalf.