International shipping: International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees.
Order never arrived: If your order didn't end up arriving, be sure to let us know! First, check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address, however, it will have to be at your cost. If the shipping address was correct, get in touch with us at email@example.com making sure you quote your order number. We'll see what can be done.
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.Canadian Customers: If your order is shipping from our U.S. warehouse, it will ship via USPS. Once your package has arrived at the Canadian border it will immediately be handed over to Canada Post who will then be responsible for final mile delivery. You can then take your same USPS tracking number and input it into the Canada Post website for more thorough updates on the status of your order.
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please contact us as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers at numbers above in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
We ship to the following countries: Albania, Antigua and Barbuda, Argentina, Aruba, Australia, Austria, Bahamas, Bahrain, Barbados, Belgium, Belize, Bermuda, Bolivia, Brunei, Bulgaria, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Canada, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Grenada, Guadeloupe, Guatemala, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Isle of Man, Italy, Jamaica, Japan, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Maldives, Malta, Martinique, Monaco, Netherlands, New Caledonia, New Zealand, Nicaragua, Norway, Oman, Panama, Paraguay, Peru, Poland, Portugal, Qatar, Romania, Saint Lucia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Turks and Caicos Islands, United Arab Emirates, United Kingdom, United States,Uruguay, U.S. Virgin Islands.
We do not accept returns as your items are specifically personalized to your needs. However, if your item arrived damaged please contact us with photo proof within 48 hours of delivery; Anything outside that 48 hour window, we won't be able to assit you.
Unfortunately does not accept refunds for a change of mind or heart. We do however offer product revisions if in case a customer is unsatisfied with their illustration.If merchandise products are received damaged or broken the Company will organise for a replacement product to be send to you under an accelerated shipping arrangement. We only request that you share an image of the damaged product so we can share it with our service provider.
We accept all major credit cards (Visa, MasterCard, American Express) using PayPal payments gateway. You are not required to create a paypal account in order to place an order. You can order as a "guest".
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 at firstname.lastname@example.org 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.
We can print 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 Master Artists and can work with any animal on earth.
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 conduct a photo check for every new order we receive and will email you if we need a different one. But it's best to take matters into your own hands and ensure you upload the best photo you have.
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 replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.
Note that is is the customer's responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produced using high quality photos.
We accept all cancellation requests made within 24 hours of placing the order, no questions asked.
Any cancellation request sent after this 24 hour window will be accepted at our discretion. If accepted, you will be subject to a 40% cancellation fee. This is because your artist will have been assigned and will have already spent time working on your artwork by this point.
Orders that have been sent to print cannot be cancelled under any circumstance.