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FAQ

1. Do you just do cats and dogs?

We can print any animal no matter the species or the breed. So far we're created unique masterpieces for dogs, cats, birds, horses, micro-pigs and even hedgehogs! Our artists are incredibly talented and can work with any animal on earth.

2. Can I have more than one pet on one canvas?

Right now we only allow one pet per canvas. In the future we may add limited edition multiple-pet portrait styles.

3. Do you do humans?

Just pets, sorry!

4. Is my photo good enough to use?

If you followed our photo guidelines, then yes your photo is very likely good enough to use.

• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either

We conduct a photo check for every new order we receive and will email you if we need a different one. But it's best to take matters in to your own hands and ensure you upload the best photo you have.

If we do need a new photo from you, this may lengthen your delivery time by a few days.

Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.

Note that is is the customer's responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produce using high quality photos.

5. Does it matter if my photo has stuff in the background?

No this shouldn't matter. Don't worry if there's a lot of stuff in the background. Obviously it's better if it's a plain/clear background. But don't obsess over it too much! It really doesn't make much difference.

6. How do you produce your designs?

We do not paint from scratch.

We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo re-touching as well as a number of complex brush strokes and blending processes to turn your original photo in to a pet portrait.

7. Can I change my order?

You can change your order for 24 hours. If you placed your order more than 24 hours ago, we can't guarantee that we can change it.

8. Will I see the finished artwork before it gets printed?

Yes.

9. What are the Canvas dimensions?

We print on to three different sized canvas frames. Each frame is gallery-ready and high quality. All canvas frames have a gallery standard depth of 0.75" thickness.

The frame sizes are:

8" x 8"
This is a favourite for those looking to gift a portrait. Note that our 8" x 8" has a slightly different height-to-width ratio than our other sizes and therefore your costume may not feature as much of the shoulder area as shown in the product photos on our product pages.

16" x 20"
A great mid-sized canvas which looks perfect in entrance halls, living spaces, bedrooms, and of course... above your pet's bed!

24" x 36"
Our favorite size. This size is our original offering and is our consistent top seller to pet parents worldwide. You can't fault this size, it's a fantastic large print and you get to see the details of your portrait up close. We love this one!

10. Can you add/remove things for me?

Sorry but we can't offer to add things like accessories, extra background colors or extra bits to your chosen costume. We are very proud of our work and like to keep things uniform (pardon the pun!)

We can sometimes edit out tears, sleep and drool if you ask us but we cannot guarantee it. We cannot perform major edits such as opening a closed mouth or adding floppy ears.

However, if your pet is wearing some accessory in the original photo, we will always include it. A great example is the floral tiara on The Matriarch. This is part of the original photo and therefore is also a part of our design.

The same goes for collars - we do remove collars for almost all costumes but it's always best for those that show some neck (e.g. The Duchess), that you provide a photo of your pet without a collar on.

11. Can you change the background color?

Right now we can't change the background colors for you. If you have a very dark pet and are afraid they won't show up on a custom with a black background, we would generally advise selecting a different costume.

12. Help! I thought it was an image wrap canvas, why are the sides black?

In over 90% of canvas prints we send out to our customers, we do use an image wrap. This means your image wraps round the edges of your canvas creating a really seamless final product.

However in some cases we have to use what we call a 'black wrap'. A black wrap basically means that we print the full image on the front of the canvas, and use a black solid color on the sides of the canvas. In the grand scheme of things this doesn't make a big difference at all to your canvas, so don't worry!

The reason we do this to some canvas prints and not others is due to your pet. Pets with big, long, sticky-up ears often get printed using a black wrap, because if we used an image wrap, your pet's poor ears would wrap round the edge of the canvas!

Hope this helps!

13. What if my photo is in black and white?

If your photo is a black and white image we will naturally change our costume to be black and white too, to match your pet photo. Note that we do not and cannot add colour to black and white images. If you provide a black and white image please be aware that we cannot offer a refund when you receive a black and white portrait.

14. What are the shipping times and prices?

Delivery Estimates

US Orders: Most orders are generally produced and ready to ship within 2-10 days. At checkout we offer two delivery methods, a 2-4 week delivery and a 1-3 week delivery option. The 1-3 weeks option include queue jump, taking your order to the front of the queue for artwork creation.

International Orders: 2-10 days production time. 5-10 days transit time for Canada, United Kingdom and Australia. Up to 10 working days transit time for Europe. Up to 21 working days transit time for rest of world.

You'll receive an email containing your tracking number once your order is ready to be shipped.

Shipping prices are a flat fee per order:

USA: $8.95
CA, AUS, UK: $14.95
Europe: $14.95
Rest of world: $17.95

15. I ordered multiple products in one order, will they arrive together?

Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases we ship out the completed artwork in one parcel and then send the other once it's ready.

16. Will I receive a tracking number?

Yes you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you your tracking number as soon as it's available.

We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered!

If you haven't receive a tracking number after 14 days, please email us.

Usually once you've got your tracking number, your order will arrive within just a few days.

17. My tracking number isn't working!

Please don't worry. Send us an email and we'll let you know exactly where your parcel is.

18. Do you ship worldwide?

Yes, we ship unique pet art to proud pet owners all over the world! No matter where you are, we can create you something incredibly special.

19. What does 'Queue Jump Artwork Creation' do?

This is a premium shipping option offered to all of our customers at checkout. Queue jump artwork creation means we will fast-track your order to the front of the queue and have our team of artists work on it as a matter of priority. This is a fantastic option for people who can't wait to see their one of a kind pet art masterpiece!

20. My order was returned to sender. Can you send it back out to me please?

Yes, no problem.

Please note that in these cases we cannot offer any compensation due to late delivery. Return to sender / shipping failure situations occur when the shipping address is incomplete or incorrect. If this is our fault we will reimburse you the shipping fee and re-send your parcel. If the customer provided the wrong information at checkout we are sadly unable to reimburse any costs, but of course will still re-ship your order once we receive a correct address from you.

If your order was returned to sender just reach out to us and we'll arrange to have it re-shipped. Most of the time we will ask for a new shipping address and/or contact number to ensure that it gets delivered successfully this time round.