Frequently asked questions


It takes 2-7 days to fulfill an order, after which it’s shipped out.
The shipping time depends on your location, but typical shipping times are:

USA: 3-​4 business days
International: 5-15 business days

We collaborate with selected print shops in the United States, that produce and ship our products to you. You can see the estimated delivery time in the checkout. Generally, the time for fulfillment and shipping is between 7 – 14 business days.

This product is made especially for you if you decide to buy it as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction.

We work with an on-demand order fulfillment center with facilities worldwide!

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees.

We highly recommend including your phone number in the order when ordering internationally – this will minimize the risk of an order being lost in transit and make delivery of the order smoother.

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.

Pro tip:
Package theft is on the rise— ​ If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.

Please wait a couple of days. Sometimes it takes up to 5 days before your tracking link will start working. Send us an email at [email protected] if it still doesn’t work after 5 days, and we will do our best to locate your package.


We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected]

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within a week’s time with photos of the damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible!


We don’t offer returns and exchanges, but if there are wrong items or damaged items with your order, please let us know by contacting us at [email protected]

Because your order is unique and custom-made for each order, we can’t offer refunds. Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items, and we’ll sort that out for you.

At this time, we don’t offer exchanges. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at [email protected] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a  refund! 

If you want to cancel your order, you have to contact us immediately after placing your order! We can’t promise we will be able to cancel if your contact us hours after your order. Orders that have been sent to production can’t be canceled and will be shipped.

Photo Guide

If your photo doesn’t meet our criteria, we’ll let you know via email and you can submit a new photo if desired.

1. Make sure the photo is not too far away or too close

When taking a photo of your pet for a custom portrait, make sure the distance is just right. Not too far away that the details are lost, and not too close that the photo is distorted. 

Too far away
Too far away
Too close
Good picture!

2. One pet and no humans in the photo

When taking a photo of your pet for a custom portrait, make sure there is only one pet in the photo and no other humans

3. Good Quality Photo

When taking a photo of your pet for a custom portrait, make sure the photo is not dark or blurry.

Natural daylight is preferable, and try to get your pet to sit or stay still for the best results. This will ensure that the portrait will be as accurate as possible.