Help & Information
General
What are your opening hours?
Our customer service team is available from 9:00 AM to 6:00 PM GMT+3. We aim to respond to all email inquiries within 48 hours.
Do you offer custom designs?
If you have a unique design idea, reach out to us! While we can’t guarantee it will be featured on our site, we review all submissions.
Can I upload any type of animal photo?
Yes! We welcome all animals and can create custom portraits for any species. Please note that the photo of the animal should be align with the design you choose.
How is my portrait created?
Our artists use various digital techniques to craft a stunning portrait from your original photo. We use high-quality paper and inks to ensure your portrait is vibrant and long-lasting.
Will I see my artwork before it’s printed?
Yes, you’ll receive a preview within 5 working days of placing your order, though this timeframe may be extended during busy periods.
Shipping & Returns
Do you ship internationally?
Yes, we do! No matter where you are, you can receive your custom pet portrait.
Please note that delivery times vary depending on your location, so keep this in mind when placing your order.
- UK:Delivery in 2-3 business days after approval.
- Rest of the World:Delivery in 7-12 business days after approval.
How long does delivery take?
Once your portrait is approved, it will be sent to print. Printing typically takes between 1-3 business days, though most items are printed and shipped within a day.
Below are the estimated delivery times once your shipping confirmation is sent. Most items are shipped via a tracked service, providing a more accurate delivery estimate.
- UK:2-3 business days after approval.
- Rest of the World: 7-12 business days after approval.
You can track your order status anytime through our online tracker—click here.
Which couriers do you use?
We partner with several couriers to ensure your portrait is delivered safely.
To track your item after shipping, use the "Track My Order" feature in the main menu for detailed delivery updates.
Can I return my item?
You can return an item if it arrives damaged or in an unacceptable condition, and we will issue a replacement.
If your item is lost in transit or arrives damaged, contact us, and we’ll arrange a replacement as soon as possible.
Due to the personalized nature of our products, we cannot accept returns if you simply change your mind.
What if my order is damaged upon arrival?
We take care to package items securely, but if your order is lost or arrives damaged, email us at hello@pawtraitsandmore.com with photos of the damage. We’ll arrange for a replacement as soon as possible.
How much does shipping cost?
Shipping is FREE worldwide!
Do you offer express shipping?
We don’t offer express shipping, as all our products are shipped as quickly as possible by default. However, you can opt for our Express Preview service, which ensures your preview is ready within 2 working days instead of the usual 5.
What if part of my order is missing?
Sometimes, items are sent separately, as certain products take longer to produce or aren’t easily packaged together. If you’ve ordered different products, such as a print and a canvas, they might arrive at different times.
If something is missing from your order, contact us, and we’ll investigate and send the missing item if necessary.
Can I upload a new photo after receiving my preview?
If you’ve received your preview but want to update the photo used, click the “Request Changes” button on the preview page and follow the instructions.
Please ensure the image you upload is exactly how you want it, as we replicate your pet’s position and expression from the photo. Following our photo guidelines can prevent delays in processing your order.
Can I change my order after it’s been placed?
If you need to modify your order (size, design, product, etc.), contact us as soon as possible.
Once you’ve approved your artwork, no further changes can be made.
Orders & Payments
Can I cancel my order?
You can cancel your order and receive a full refund as long as it hasn’t begun processing. Due to the personalized nature of our products, we can’t issue refunds for items already reviewed by our team.
If your item arrives damaged, we’ll reprint and send a replacement.
How long does a refund take?
Once a refund is issued, you’ll receive an email confirmation. Please allow up to 10 business days for the funds to appear in your account.
Why have I been asked to upload a new photo?
After you place your order, one of our team members reviews your photos to ensure they meet the quality requirements for a good portrait. This usually takes 1 business day.
If none of your submitted photos are suitable, we’ll request new ones via email or SMS (where available), explaining why the images didn’t meet the criteria, along with tips for better photos. You’ll also receive a link to upload new images for review.
Remember, we create your portrait using the exact photo you provide, so it’s essential to follow our guidelines for the best result.
How do I upload a new photo?
You can upload a new photo in one of two ways:
- If you’ve received your preview but want to change the photo used, click the "Request Changes" button on your preview page.
- If you haven’t received your preview yet and have been asked to upload new photos, click the link in the email and follow the guide.
Why was my pet’s photo rejected?
Our team checks each photo for quality and suitability. If we request a new photo, it’s often due to one of the following reasons:
- Taken from above: Photos at your pet’s eye level work best.
- Blurry or dark: Make sure your photo is sharp and taken in neutral light, avoiding direct sunlight.
- Awkward posture: Photos of pets lying down or looking over their shoulder usually don’t work well.
- Screenshot used: Screenshots are often low quality, so please provide the original photo.
- Missing features: Ensure the entire face, including ears, is visible within the frame.
- Taken too far away: We only need your pet’s head and shoulders.
What if I haven’t received my digital copy?
Digital copies are sent via email or SMS within 15 minutes of approving your portrait. If you haven’t received it, check your spam, junk, or promotional folders. If it’s still missing, contact our team for assistance.
How do I get a digital copy?
You can purchase a digital copy at three different points:
- When placing your order.
- After approving your preview, via the checkout or an email option.
How can I track my order?
You can track your order’s progress anytime using our online tracker in the main menu. We also keep you updated via email and SMS (when available).
Previews
Can I see a preview before ordering?
No, we cannot offer previews before purchase. Each portrait is custom-designed by our artists, and creating a preview takes time.
How long will my preview take?
Your preview should be ready within 5 working days after your photos are approved. We’ll also send you a more accurate preview date by email.
Can I make changes to my preview?
Absolutely! We offer unlimited revisions to ensure your portrait is perfect. When requesting changes, please be as specific as possible to help our team make the necessary adjustments without delays.
Most changes are made within 2 working days, though complex requests may take a little longer.