questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Artwork Previews & Payments
Shipping Questions
Refunds & Returns
Customer Support
General Questions
What types of pets can be featured in a portrait?
We create portraits for a wide range of pets, including dogs, cats, rabbits, birds, horses, reptiles, and more. If your pet has a face, we can turn it into art!
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the website provided.
Can I cancel or modify my order?
We strive to process orders promptly, so if you need to modify or cancel your order, please contact our customer service team as soon as possible. We’ll do our best to assist you. However, if our artists have already started working on your design, cancellations will no longer be possible.
What does your Satisfaction Guarantee mean?
Your satisfaction is our priority, and your voice matters to us! Our Satisfaction Guarantee means we provide unlimited revisions on your artwork. You can request adjustments as many times as needed until you’re completely happy with the final result.
What does your express service mean?
Our express service is an optional upgrade, available during checkout when applicable. For an additional fee, it guarantees that you’ll receive your artwork proof within 48 hours, compared to the standard timeline of up to 5 working days.
Can I have multiple pets in one portrait?
Yes, we offer options for portraits featuring multiple pets for up to two pets. We're working on expanding our options, so more pets can be included in the future!
Do you offer digital copies of the portraits?
Yes, digital copies are available for purchase. You can select this option during checkout or the approval stage of your portrait.
Can I change the background colour of my canvas?
We’re not able to change background colors right now. If you have a very dark pet and you’re worried they might not stand out on a black background, we’d suggest picking a costume with a lighter or more contrasting background to make them shine.
Artwork Previews & Payments
How long does it take to receive the artwork preview?
Artwork previews typically take 2-5 business days, but if patience isn’t your thing, our express option has your back, which guarantee your artwork preview within 48 hours!
Can I make changes to my artwork proof?
Yes, absolutely! Under our satisfaction guarantee policy, you can request revisions as many times as needed until you're completely happy with the result.
How long does it take for changes to be made to my preview?
Revisions to your artwork preview are typically completed within 2 business days, depending on the complexity of the changes and our current queue.
Which payment methods do you accept?
We accept all major debit and credit cards including Visa, Visa Debit, Mastercard, American Express and more.
How long does the refund take?
If you choose to cancel your order before our artists begin working on it, you are eligible for a refund. Refunds are typically processed within 10 business days.
Can you add or remove something from my pet photo?
Unfortunately, we are unable to accommodate requests to add accessories, change background colors, or modify your chosen costume. We take great pride in maintaining a consistent and polished style across all of our work.
We can sometimes edit out minor imperfections like tears, or drool upon request, but please note that we cannot guarantee these changes. Major edits, such as opening a closed mouth or adding floppy ears, are not possible.
However, if your pet is wearing an accessory in the original photo, we will do our best to include it in the portrait.
As for collars, we typically remove them for most costumes. For designs that show the neck, we recommend providing a photo of your pet without a collar to achieve the best results.
Why was my pet's photo rejected?
Once you place your order, our expert team carefully reviews your photos to ensure they meet all the requirements for a high-quality portrait. This process usually takes one working day.
We assess aspects like resolution, sharpness, distance, angle, and other factors to guarantee your finished design looks its absolute best. Uploading a suitable photo significantly helps achieve this.
If we’ve asked for a new photo, it’s typically for one of the following reasons:
Blurry or Dark
Ensure your photo is sharp and taken in good, neutral light. Avoid direct sunlight, as it can cause harsh shadows.
Taken from Above
Photos taken at your pet’s eye level work best for portraits. No screenshots, original photos are preferred as screenshots often lack quality.
Awkward Posture
Photos with your pet lying down or looking over their shoulder are generally not suitable.
Taken Too Far Away
We need a clear view of your pet’s head and shoulders, so close-up photos are ideal.
Features Are Missing
Make sure your pet’s entire face, head, and any prominent features (like big fluffy ears) are fully visible within the photo.
Or you can check out our photo guide before placing your order to avoid delays. This helps you choose the best photo for your artwork at the first place. Get it right, get it fast!
Shipping Questions
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the website provided.
Do you ship internationally?
Yes, we offer worldwide shipping, with shipping costs and delivery times calculated at checkout based on your location. Please note that we are unable to ship to military addresses.
How long does it take to receive my order?
Once you approve the portrait preview, printing typically takes 2 days. Shipping times vary by location, with most orders delivered within 5-12 working days.
Refunds & Returns
Do you offer refunds?
As our products are highly customized, we are unable to offer refunds or returns once our artists have begun creating your pet portrait design.
If there's an issue with your order, let us know, and we’ll make it right.
Don’t forget, we provide artwork previews and unlimited revisions to ensure you’re completely satisfied before we proceed with printing!
My order has arrived damaged
We take great care to package our items securely, but sometimes accidents happen during transit.
If your item is lost or arrives damaged, please email us at support@pawfect2u.com with photos of the damage. Our team will promptly arrange a replacement for you.
Chat with us
Visit our Contact Us page to drop us an email, and our team will get back to you as soon as possible.
