FAQ
Answers to the questions we heard most often while the store was open.
Pet Portrait
What animals do you illustrate?
We can illustrate a portrait for almost any animal. Currently we do not create portraits of humans.
Will my photo work?
If you followed our photo guidelines, your photo is likely good enough to use. If there's an issue with your photo, we'd let you know via email. You can review our photo guidelines on the Photo Guide page.
Can I have a human in the portrait?
No, we don't create portraits of humans or mixed portraits containing people with pets.
Can I see the artwork before it gets shipped?
Yes. You'd receive a proof within 2-3 business days and have 5 days to approve it or request changes. If we don't hear back, the proof is automatically approved and moves to production.
Can I have the portrait without a name?
Yes, the name field can be left blank or marked "no name".
Can I have multiple pets in a portrait?
Yes! We offer one, two, or three pets in a single portrait, with a dedicated product listing for each.
What are the dimensions of the poster and frames?
Frame thickness ranges from 1-2 cm. 1-pet sizes include 8"x12", 12"x16", and 16"x20" (or the metric equivalents). Multi-pet portraits are horizontal: 12"x8", 18"x12", 24"x18".
What is the frame made of?
Frames are made of pine in black, white, or natural wood finishes, with plexiglass and a protective film shielding the artwork. Frames measure roughly 20-25mm thick and 10-14mm wide.
Shipping / Delivery
How long does it take to make and ship the portrait?
Artwork creation takes 2-4 business days (longer if revisions are needed). Shipping typically takes another 5-18 days depending on destination.
Do you ship worldwide?
Yes, to over 170 countries, with production facilities in 20 locations around the world.
How long will shipping take?
After proof approval, estimated shipping times were: USA 6-10 business days, Canada 5-10, UK 4-7, Europe 5-12, Australia 6-10, and rest of world 8-19 business days.
Where do you ship from?
Orders ship from the nearest of our 20 partner production facilities, to keep delivery fast and reduce environmental impact.
What is the cost of shipping?
A flat shipping rate of $9.95, calculated at checkout.
How do I track my order?
A tracking number is emailed to you once your order ships.
Returns / Refunds
Do you offer returns or refunds?
No — since each portrait is custom-made just for you, we don't offer returns or refunds. The proof and revision process is there to make sure you're happy before anything is printed.
What if I don't like the artwork?
You'd have 3 days from receiving the proof to request changes or approve it for production.
I want to cancel or change my order
Changes had to be requested within 6 hours of purchase. Cancelling after the artwork was already completed carried a $19 fee per pet; no fee applied if the artwork hadn't started yet.
My order arrived with broken or missing items
Multi-item orders sometimes shipped separately with different tracking numbers. For damage or missing items, customers were asked to contact hello@paintpaw.com.