FAQ

How does the custom portrait process work? You upload your favourite photo of your dog at checkout and choose your style — watercolor, sketch or oil painting. Within 2–3 business days, we'll send you a preview by email. Once you approve it, we print and ship. You'll also receive the high-resolution digital file the same day.

What if I don't love the preview? We'll revise it. One round of revisions is included with every portrait. We want it to be right — tell us exactly what to change and we'll do it.

What photo should I send? Any photo works. A clear, well-lit photo gives the best result, but we've worked with old photos, phone photos and blurry ones. If you have several, send your favourite and we'll work from that. If you're unsure, just ask. 

What paper do you use? Our custom portraits and premium prints are produced on Hahnemühle Fine Art paper — a 308gsm museum-quality cotton-based paper used in galleries worldwide. It is archival, acid-free and built to last generations.

Do you ship worldwide? Yes. We print locally near you through our print partner network, which means faster delivery and lower shipping costs. Most orders arrive within 7–14 days of approval. 

Is the digital file really included? Yes, with every custom portrait order. The high-resolution file is yours — print it again, share it with family, frame another copy. It costs you nothing extra and it's yours to keep forever. 

How long does delivery take? Custom portraits: 2–3 days for preview + your approval time + 3–7 days shipping. Total estimate: 7–14 days. Static posters and prints: 3–7 days from order. Digital downloads: instant — delivered to your email immediately after purchase.

Can I order as a gift? Absolutely. Many of our orders are sympathy gifts. At checkout, you can enter the recipient's shipping address. If you'd like a gift note included, add it in the order notes and we'll handwrite it.

What is your refund policy? Because our portraits are custom-made, we can't accept returns.

However if your order arrives damaged or we've made an error, we will reprint and reship at no cost.

Please contact us within 7 days of delivery with a photo.