Frequently Asked Questions

Everything you might want to know before — and after — you order. If your question isn't here, write to us any time and a real person will answer.

Ordering

How does it work, start to finish?

It's simple. Upload a photo of your pet on any product page and you'll see your portrait instantly, free — your pet, in your chosen style, right there before you buy. Like what you see? Choose your format and size and add to cart. We then print your piece to order and ship it from our US print partners. Digital downloads are delivered to your inbox right after checkout.

Do I see the portrait before I pay?

Yes — that's the whole idea. Your preview happens on the page, for free, before you spend anything. There's no waiting to find out what it looks like: what you see in the preview is the portrait we make.

Is my order custom?

Every portrait is rendered individually from your photo, so it's one of a kind — made just for your pet. Because it's personalized and made to order, please choose carefully: a custom piece can't be resold or restocked, so custom orders are non-returnable for a change of mind. (If anything arrives damaged or defective, that's on us — see Photos & quality and our Returns policy.)

Photos & quality

What kind of photo should I send?

The better the photo, the better the portrait. Use good natural light, get reasonably close so your pet's face fills the frame, shoot at their eye level, keep their eyes in focus, and avoid heavy filters so we capture their real colours and markings.

What if my photo isn't perfect?

We work with what real life gives us, and most everyday phone photos are absolutely fine — and you'll see the result in your free preview before you buy. If a photo genuinely won't produce a portrait we'd be proud of, we'll reach out to ask for another rather than quietly make something we wouldn't hang ourselves.

Formats, sizes & multiple pets

What formats can I choose?

More than a wall's worth: a digital download, a poster, a canvas, a framed canvas — plus your portrait on a throw pillow, a jigsaw puzzle, an iPhone case, a tee or hoodie, a mug, a blanket, and keepsake pieces. Prices are shown on each product page in US dollars. The digital download is the fastest way to own your portrait; canvas and framed pieces are the heirloom-grade keepsakes.

Can I have more than one pet in a portrait?

Absolutely — a portrait can hold the whole family. Add the Multi-Pet option (a small additional charge per extra pet) and send a clear photo of each one. They can be in separate photos; we'll bring them together in a single portrait.

Gifting

Is a portrait a good gift?

It's one of the most personal gifts you can give — for a birthday, a gotcha day, the holidays, or simply to honour someone's best friend. Buying as a gift? Tick “This is a gift” in the cart and add a note — we'll include it, never the price. If you can't easily get the recipient's photos, the digital portrait is a thoughtful way to let them choose their own favourite photo.

In Memoriam

I'm ordering a memorial portrait. How does that work?

With great care. You'll see your preview before you buy, just as with our other pieces, and you can add your pet's name and dates if you'd like them included. There's no rush and no hard sell; reach out if there's anything we can do to make it easier.