FAQ

Frequently asked questions

Everything you need to know before you order — and what to do if something isn't right.

About the portrait

What photo should I send?
Any clear, well-lit photo where we can see your pet's face. A phone photo taken in natural light is perfect — you don't need a professional shot. The better the photo, the more detailed the portrait. We'll reach out if we need a clearer one.

What style do you offer?
We currently offer one style: modern/vector. Clean lines, bold shapes, flat color — a timeless graphic look that works in any room. We're focused on doing this one style exceptionally well before adding more.

Can you do multiple pets in one portrait?
Yes. Reach out via the contact page before ordering and we'll discuss what that looks like and confirm the price.

Can you do a pet who has passed away?
Yes. We'll handle your photo and your order with care. If you'd like to add a note when ordering, use the occasion/notes field.

What if my photo isn't great quality?
We'll let you know. If the photo won't produce a portrait you'd be happy with, we'll ask for a different one before starting — not after.

About the proof

What is the proof step?
After you order, we create your portrait and email you a digital preview before it goes to print. You can review it, request changes, and give final approval. We don't start production until you say go.

How many revisions can I request?
As many as it takes to get it right. We want you to love it.

How do I receive the proof?
By email, to the address you used at checkout. Keep an eye on your inbox (and spam folder, just in case) within 1–2 days of ordering.

What if I don't like it?
Tell us what you'd like changed — we'll revise it. If we can't produce something you're happy with after revisions, we'll refund you in full. Because we don't print until you approve, our refund rate is near zero.

About the print & shipping

How long does it take?
Proof within 1–2 days, then 1–3 days production and 3–6 days shipping — about 5–11 days total after ordering. We'll update you by email at each step.

Is a frame included?
No. Your portrait ships as a premium matte print, ready to frame. Our sizes — 12x18, 16x24, and 24x36 inches — fit standard frame sizes available at most home goods stores.

What sizes are available?
12x18 inches (small), 16x24 inches (medium), and 24x36 inches (large statement piece). All in portrait orientation (taller than wide). We also offer a digital download if you prefer to print it yourself.

What is the print quality like?
Vivid color, matte finish, printed on premium poster stock. The 2:3 portrait ratio means clean edges and no cropping surprises.

Do you ship internationally?
Currently we ship within the US only. If you're outside the US, contact us before ordering.

How is it packaged?
Flat, in protective packaging designed to survive shipping without bends or creases.

Is shipping really free?
Yes. Shipping is included in the price on all poster orders. No hidden fees at checkout.

About the digital download

What do I get with the digital download?
A high-resolution PNG file of your portrait, emailed to you after proof approval. You can print it at any professional print shop at sizes up to 24x36 inches.

When do I receive it?
After you approve the proof. The proof process is the same as for poster orders — you'll see the portrait before anything is delivered.

Still have a question?

Reach us on the contact page. We respond to every message personally.