FAQs

Got a question or concern? Check out our handy FAQ guide below to see if we have your answer. If you can't find what you're looking for, our support team will help.

About Customization

Do you just do cats and dogs?

We can create custom designs for any animal, regardless of species or breed. To date, we have created one-of-a-kind masterpieces for dogs, cats, birds, horses, mini pigs, and even hedgehogs!
Our artists are extremely talented and are able to create custom creations for any animal on the planet.

Will you send proofs or previews before making my product?

Since most of our custom products are handmade, we do not offer previews or proofs.
But don't worry! All customers will be able to preview the work and make any requested changes via email once the product is complete.
If the photos you provide do not look optimal, we will contact you to reshoot them. Please be sure to click here to review the image guidelines.

Can I have more than one pet in a portrait?

Yes! Check out our two-pet portraits here and three-pet portraits here . If you would like more than 3 pets in a single portrait, please reach out to our support
team at support@petportraart.com to help.

Is my photo good enough to use?

If you've followed our photo guidelines, your photos are likely good enough to use.

  1. Take photos in a well-lit area. It's best to use no filters and natural light.
  2. Shoot close, showing your pet's ears, head, neck, and chest. This will allow us to better capture the pet's face. Photos of your pet lying down are less than ideal.
  3. Avoid taking overhead or blurry photos.


We have a dedicated team that checks photos when orders are placed. If there's an issue with your photo, we'll let you know quickly by email.

If we do need new photos from you, this may add a few days to your delivery time.

Please check our Image Guidelines for more information.

Does the background of my photo matter?

No, it shouldn't matter. If there's a lot of stuff in the background, don't worry. Of course, a clear background is better. But don't get hung up on it! It doesn't really make a difference.

Can I change my order?

You can change your order within 24 hours. If you placed your order more than 24 hours ago, we cannot guarantee that you can change it.

Contact support@petportraart.com and we'd be happy to help you revise your pet portrait order.

What is Skip the Line?

"Skip the Line" is an optional add-on service that pushes your custom work to the front of our order queue. By queuing up early, your work will be completed and delivered faster than orders without this option. Please note that this does not affect shipping speed or delivery time.

How do you create your artwork?

No two pets are exactly alike—and so are their artworks.

Since each piece is handmade, subtle differences in texture, shape, and detail are normal. It is these differences that make each artwork unique.

Can I add or remove content from my pet photos?

Yes, we can add accessories, extra background colors, or other embellishments to your chosen portrait.

Shipping and Payment

What are the shipping times and prices?

Since most of our products are handmade, personalization and customization take time from order placement to completion.

Handmade custom products typically take 1-3 weeks to complete production and ship. During promotional periods, this time may be slightly longer. Shipping times vary by country (see list below).

Estimated Shipping Time:
USA: 6-10 business days;
Canada, Australia, UK: 8-14 business days;
Europe: 5-14 business days;
Other Regions: 10-20 business days

Note: Delivery time = Production time + Shipping time

Shipping fee is a flat rate:
USA: $10;
Canada, Australia, UK: $10;
Europe: $10;
Other Regions: $10

Free shipping on all orders over $60!

I ordered multiple items, will they be delivered together?

While we always aim to ship your items together, occasionally one item in your order will be completed early and shipped first.

Will I get a tracking number?

All orders come with tracking and you will receive a tracking number and delivery updates via email.

Why doesn't my tracking number work?

Don't worry, it may be that the system cannot query the individual order number. Send an email to our support team and we will tell you the location of the order.

Why was my order returned to sender?

Sometimes, orders are returned to the sender because no one is home to sign for the package.

Other reasons for returns include an incomplete delivery address or incorrect contact details.

We will ship it back to you at no charge. Don't worry, you will receive your order!

What payment methods do you accept?

We accept all major debit and credit cards including Visa, Visa Debit, Mastercard, American Express and more.

Returns/Refunds

What if I don't like the product?

We are 100% committed to ensuring your satisfaction with our work!

Once the work is complete, we will notify you via email. You have two days to provide feedback or confirmation. If you do not receive a reply after two days, we will consider it your acceptance of the work and begin shipping. We are honored to offer free alterations so you can enjoy your gift with peace of mind.

Do you offer refunds？

Because your order is 100% unique and custom-made for you and your pet, we do not accept returns/refunds.

If you receive the wrong item, size, or style, or if the item is damaged during shipping, we will replace it unconditionally. In this case, please inform us within 48 hours of receiving the item.

If you have any questions about your order, please let us know and we will resolve them for you.

Please remember that we offer a confirmation and alteration service before shipping to ensure your 100% satisfaction!

Customer Support

Can I cancel my order after I place it?

As our products are all custom-made, we process orders immediately upon receipt.

To cancel your order, you must email support@petportraart.com within 24 hours of placing it, and we will process your refund accordingly. After 24 hours, you will not be able to cancel your order.

How long do I have to wait for a response to my email?

You should receive a response within a few hours.

During busy times, such as the holiday shopping season, please allow 24-48 hours.

How can I find out when my order will be available for preview?

Your artwork will be completed within 2-6 weeks after you place your order. If you choose expedited production, you can preview your artwork within 1-2 weeks. We will notify you via email upon completion. Please review your artwork within 2 days of receiving it. If you do not provide any confirmation or modification feedback within 2 days, we will automatically confirm your design and begin packaging and shipping.

I entered the wrong address, what do I do now?

If you misspelled or filled in the wrong address automatically, just reply to the order confirmation email and confirm it. After re-confirming the address, please notify us by email. If the address is incorrect, we will change it for you within 24 hours. Submitting an incorrect address will result in the package being lost and not successfully received, and no refund will be given after the sale.

Can't find your answer?

If you can't find your answer, please fill out the form below and a member of our team will get back to you within 24 hours. You can also email us at support@petportraart.com.