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.

  • My Custom Pet Art
  • Shipping and Payment Methods
  • Returns/Refunds
  • Customer Support
  • Christmas Period

My Custom Pet Art

Do you just do cats and dogs?

We can design a portrait for any animal no matter the species or the breed. So far we're created unique masterpieces for dogs, cats, birds, horses, micro-pigs and even hedgehogs!

Our artists are incredibly talented and can work with any animal on Earth.


Can I print more than one pet on one canvas?

Yes! We have a variety of options to suit your pet parent needs.

Right now, we have costume options for 1 pet, 2 pets, 3 pets and even 4 pets together in one portrait!


Do you do human portraits?

We are happy to do a pet and owner together, but if you want just humans in your portrait, check out our other website, Masterpiece Me (www.masterpieceme.co)


Is my photo good enough to use?

If you followed our photo guidelines, then yes your photo is very likely good enough to use.

• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either

We have a team dedicated to checking photos as orders are placed. If there's an issue with your photo, we'll let you know very quickly via email.

If we do need a new photo from you, this may lengthen your delivery time by a few days.

Please note that if you refuse to provide a new photo after we have informed you that the original photo may not result in the best quality artwork, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.

Note: All examples on our website were produced using high quality photos.


Does it matter what's in the background of my photo?

No this shouldn't matter. Don't worry if there's a lot of stuff in the background. Obviously it's better if it's a plain/clear background. But don't obsess over it too much! It really doesn't make much difference.


How do you produce your artwork?

We do not paint from scratch.

We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo re-touching as well as a number of complex brush strokes and blending processes to turn your original photo into a pet portrait.


Can I change my order?

You can change your order for 24 hours. If you placed your order more than 24 hours ago, we can't guarantee that we can change it.


Can I see the artwork before it gets printed?

Yes you can. All customers get to preview their artwork and request any changes before printing. We'll email you once your preview is ready.

To see your artwork preview, log in to your customer dashboard.


What are the canvas dimensions?

We print on to three different sized canvas frames. Each frame is gallery-ready and high quality. All canvas frames have a gallery standard depth of 1.25" thickness.

The frame sizes are:

8" x 10"
This is a favourite for those looking to gift a portrait. Note that our 8" x 10" has a slightly different height-to-width ratio than our other sizes and therefore your costume may not feature as much of the shoulder area as shown in the product photos on our product pages.

12" x 18"
A great mid-sized canvas which looks perfect in entrance halls, living spaces, bedrooms, and of course... above your pet's bed!

16" x 24"
Our favorite size. This size is our original offering and is our consistent top seller to pet parents worldwide. You can't fault this size, it's a fantastic large print and you get to see the details of your portrait up close. We love this one!


Can you add or remove something from my pet photo?

Sorry but we can't offer to add things like accessories, extra background colors or extra bits to your chosen costume. We are very proud of our work and like to keep things uniform (pardon the pun!)

We can sometimes edit out tears, sleep and drool if you ask us but we cannot guarantee it. We cannot perform major edits such as opening a closed mouth or adding floppy ears.

However, if your pet is wearing an accessory in the original photo, we will always try to include it.

The same goes for collars - we do remove collars for almost all costumes but it's always best for those that show some neck (e.g. The Duchess), that you provide a photo of your pet without a collar on.


Can I change the background colour of my canvas?

Right now we can't change the background colors for you. If you have a very dark pet and are afraid they won't show up on a custom with a black background, we would generally advise selecting a different costume.


I thought it was an image-wrapped canvas. Why are the sides black?

In over 90% of canvas prints we send out to our customers, we do use an image wrap. This means your image wraps around the edges of your canvas creating a really seamless final product.

However in some cases we have to use what we call a 'black wrap'. A black wrap basically means that we print the full image on the front of the canvas, and use a black solid color on the sides of the canvas. In the grand scheme of things this doesn't make a big difference at all to your canvas, so don't worry!

The reason we do this to some canvas prints and not others is due to your pet. Pets with big, long, sticky-up ears often get printed using a black wrap, because if we used an image wrap, your pet's poor ears would wrap around the edge of the canvas!

Hope this helps!


What if my photo is in black and white?

If your photo is a black and white image we will naturally change our costume to be black and white too, to match your pet photo. Note that we do not and cannot add colour to black and white images.

If you provide a black and white image please be aware that we cannot offer a refund when you receive a black and white portrait.


Shipping and Payment Methods

What are the shipping times and prices?

Expect your artwork to be ready 2-3 days after you placed your order. We'll print and ship your order within 1-2 days of you approving your artwork.

US order delivery time: Expect your parcel to take 2-5 working days to arrive from the date it is shipped out.

International orders: Expect your parcel to take 5-10 days to arrive from the date it is shipped out.

All orders are shipping with tracking.

Shipping prices are a flat fee per order:

USA: $9.95
CA, AUS, UK: $9.95
Europe: $9.95
Rest of world: $17.95

Please allow a longer delivery time during seasonal shopping periods.


I ordered multiple products in one order, will they arrive together?

Depending on what you ordered, your order may arrive in separate parcels. Although in most cases, all items will be packaged together.


Do you ship worldwide?

Yes we do. Plus, all orders are shipping with tracking no matter which country they are shipping to.


Will I get a tracking number?

Yes, all orders are shipped with tracking. You'll receive the tracking number, as well as delivery updates, via email and/or text.


Why isn't my tracking number working?

Don't worry, email our support team and we'll let you know where your order is.


What is the queue jump shipping option?

This is our premium shipping option. Selecting this option will fast-track your order to the front of the queue and our artists will work on your artwork as a priority.

This is a fantastic option during busier shopping periods.


Why was my order returned to sender?

Sometimes orders are returned to sender as nobody was home to sign for the parcel.

Other reasons for returned to sender include an incomplete or incorrect shipping address.

We'll ship it back out to you free of charge. Don't worry, you'll get your order!


Which payment methods do you accept?

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

If you wish to pay in installments, we also offer Klarna to our US customers.


Returns/Refunds

Do you offer refunds?

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

If you have a problem with your order, let us know and we'll fix it for you.

Remember, we offer artwork previews and unlimited revisions so you can make sure you're 100% happy with your artwork before printing!


What if I don't like the artwork?

We're 100% dedicated to ensuring you love your artwork!

Once your portrait is ready, we'll notify you via email. You have 3 days to either send us your edit requests, or approve it for printing. If 3 days go by and we don't hear from you, we'll consider it approved and will proceed with printing.

We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your portrait.


Customer Support

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

You should expect to receive a response within a couple of hours.

During busier periods (such as holiday shopping season), please allow 24-48 hours for a response.


Do you have a customer support phone number?

Right now we don't offer customer support by phone. We would advise live chat (if available at the time) or email.


Christmas Period

Will my order arrive for Christmas?

We've been told that our portraits make the most amazing gift for Christmas. And we have to agree!

Currently, we would advise ordering no later than December 10th for Christmas delivery.

Our Christmas cut-off dates will be announced in the near future.


Do you offer gift wrapping?

Unfortunately we do not currently offer a gift wrapping service. However, all products come sealed in opaque protective packaging. So the surprise won't be ruined upon delivery!


Can I pay extra to guarantee Christmas delivery?

We don't currently offer a 'guaranteed Christmas delivery' shipping option. We do however offer queue jump, meaning your art will be produced first.


Can't find your answer?

Contact our 24/7 customer support team and we'll be happy to help you out.

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