Refund policy
Every portrait is made to order, just for your pet. Because each print is personalized with your photo and your pet's name, we can't accept returns or exchanges for a change of mind, or for a size or color style chosen at checkout.
If something is wrong, we'll make it right
If your print arrives damaged, has a printing defect, or doesn't match the name and style you ordered, please let us know within 30 days of delivery using our contact form. Include your order number and a photo of the print (and of the packaging, if it was damaged in transit). Once we've reviewed it, we'll reprint and reship your portrait at no charge.
Lost orders
If your order hasn't arrived, please contact us within 30 days after the latest estimated delivery date shown for your order. We'll check the tracking with the carrier and, if the package is confirmed lost, we'll reprint and reship it at no charge.
Corrections and cancellations
Need to fix the spelling of your pet's name, send a different photo, or cancel your order? Contact us through our contact form within 4 hours of placing your order and we'll take care of it, with a full refund for a cancellation. After that, your portrait may already be in production and can't be changed or cancelled.
What isn't covered
- Spelling as entered at checkout (we print the name exactly as you typed it).
- Image quality that comes from the photo supplied (for example, a blurry, dark or very small photo).
- Small differences in color between your screen and the printed canvas.
- Orders sent to an incorrect address entered at checkout.
Refunds
If we're unable to reprint your order, we'll issue a refund to your original payment method. How quickly it appears depends on your bank or card provider.
Questions? Reach us anytime through our contact form.