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 & the proof process

How does it work, start to finish?

It's three simple steps. First, you upload a photo of your pet and choose your style and format. Next, within 24–48 hours we send you a digital proof of your portrait by email. You review it, request any changes you'd like, and approve it when it feels right. Finally, once you approve, we print your portrait and ship it from our US print partners, arriving in 5–9 business days.

What is the proof, exactly?

The proof is a digital preview of your finished portrait — your pet, in your chosen style, before anything is printed. It's how we make sure you love the piece before it becomes a physical product. You'll get it by email, so keep an eye on your inbox (and your spam folder, just in case).

Can I ask for changes to my proof?

Yes — and we mean it. Revisions before printing are free. If the colour feels off, the crop isn't quite right, or you'd like us to adjust a detail, just reply to your proof email and we'll refine it. We'd much rather get it right than rush it.

What happens when I approve the proof?

Approving the proof tells us the portrait is exactly how you want it, and we send it to print. Please review your proof carefully, because once you approve it and it goes to print, the order becomes non-returnable — it's a custom, one-of-a-kind piece made just for your pet, so it can't be resold or restocked. This is also why free revisions exist: take your time, and approve only when you're sure.

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. If a photo genuinely won't produce a portrait we'd be proud of, we'll contact you to ask for another before charging ahead — we won't quietly make something we wouldn't hang ourselves.

Formats, sizes & multiple pets

What formats can I choose?

Depending on the style, you can choose a digital download, a poster, a canvas, or a framed piece. Prices are shown on each product page in US dollars. The digital download is the fastest, most affordable 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. If you're buying as a surprise and can't easily get the recipient's photos, the digital portrait or a gift toward a portrait can be 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. Our In Memoriam pieces follow the same gentle proof process, and you can add your pet's name and dates if you'd like them included. There's no rush and no hard sell; take whatever time you need, and reach out if there's anything we can do to make it easier.