The most important part of your order is the quality of the photo you upload. See our full photo guide.
LIGHTING: The best photos are taken in well lit or natural light settings. Ensure the whole face & neck is visible and not in shadows. Try to avoid bad lighting.
POSE: Take your pet photo at eye level with your pet. Make sure your pet's entire head is in picture (no ears are out of frame). It works best if your pet is looking directly at the camera or looking away from the camera.
QUALITY: Make sure that your photos are in high resolution and not blurry. Close up photos work best so we can see their unique facial features.
COLOUR: Use colour photos to place an order. Make sure that your pet’s colouring is not distorted in the photos.
We accept all cancellation requests made within 2 hours of placing the order, no questions asked.
Any cancellation request sent after this 2 hour window will be accepted at our discretion. If accepted, you will be subject to a 30% cancellation fee. The reason for this is that our artists begin work as soon as you have placed your order.
Orders that have been sent to print cannot be cancelled under any circumstances.
As your order is 100% unique and custom made for you and your pet, we cannot offer refunds. If you have a problem with your final product, please email us and we'll do our best to make sure you're happy.
If you received an incorrect or damaged item, let us know and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.
This hasn't happened yet! But we are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our support team and we'll do our best to help you.
If you're unhappy with the artwork specifically, we'll check to see if you submitted a photo that follows our photo tips. If you didn't follow our guides I'm afraid it's likely we can't help you. If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.
Make sure you provide a clear, high quality photo of your pet taken in good lighting and at eye-level with your pet. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.
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