1. Is my photo good enough to use?
As long as you follow our photo guidelines, we should be able to use the photo you send us.
Still unsure? Check out our photo guide for more detailed information.
2. Does it matter what's in the background of my photo?
3. How do you produce your artwork?
4. Can I change my order?
5. Can I see the artwork before it gets printed?
6. Can you add or remove something from my photo?
7. Can I change the design of the product you are purchasing?
8. What if my photo is in black and white?
For humans, we might be able to guess what colors certain elements are. However, we might not be able to do the same for pets. Nonetheless, you will need to request to add colors to your photo in the Notes section of the personalization area. If you don’t make this request, we’ll use the black and white image you sent us as it is.
If you provide a black and white image please be aware that we cannot offer a refund when you receive a product with a black and white image portrait.
9. Import fees, duties, and taxes?
10. How to order personal design?
11. Want to report a site issue?
Shipping and Payment Methods
12. What are the shipping times and prices?
We know you're eager to get your items, so we do all possible within our ability. But please stay within the timeline offered at checkout, as this usually leads to an expected delivery date between 1- 2 weeks for most products.
Transit times vary by country (listed below). All orders generally take 2-5 days to be created and shipped. This can increase slightly during the holiday season.
Please let us know if you need new photos for your order. This will delay production time but ensure that the end product looks perfect!
We offer a paid option to view your artwork before it's sent for production*. The faster you approve, the quicker we can ship!
All orders are shipped with tracking, and you will receive your tracking number by email as soon as it's available.
NOTE: The delivery of your items is expected to be delayed during the holidays, as our couriers experience increasing shipments.
Transit time estimates are shown below:
USA: 3-5 working days
CA, AUS, UK: 5-7 working days
Europe: 5-10 working days
Rest of World: 10-15 working days
Shipping prices are a flat fee:
CA, AUS, UK: $9.95
Rest of World: $17.95
* We allow a maximum of 3 days (72 hours) for customer artwork approval. If we do not hear from you in 72 hours, we will auto-approve and print your order.
13. I ordered multiple products in one order, will they arrive together?
Depending on what you ordered, your order may arrive in separate packages.
14. Do you ship worldwide?
Of course, we do! Plus, all orders are shipping with tracking no matter which country they're going to.
15. Will I get a tracking number?
Yes! You'll receive your tracking number, as well as delivery updates via email and/or text.
16. Why isn't my tracking number working?
Don't worry, please email us at firstname.lastname@example.org, and we'll let you know the status of your order.
17. What is the queue jump shipping option?
With this premium shipping option, your order will be fast-tracked to the front of the queue, and our artists can to work on it as a priority. This is perfect for those busy shopping periods!
18. Why was my order returned to the sender?
Sometimes, the shipping company will send your package back to you if nobody is home when they deliver it.
Other reasons for returning a package include an incomplete or incorrect shipping address.
We'll ship it back out to you free of charge. Don't worry, you'll get your order!
19. Which payment methods do you accept?
We accept all major debit and credit cards, including Visa, Visa Debit, Mastercard, American Express, and more. We also accept PayPal payments.
If you wish to pay in installments, we also offer Shopify Pay.
20. Do you offer refunds?
As your order is 100% unique and custom-made just for you and/or your loved one, we do not accept returns/refunds.
If you have a problem with your order, let us know, and we'll try to make it right
Remember, we offer artwork previews and unlimited revisions, so you can make sure you're 100% happy with your artwork before printing!
21. What if I don't like the artwork?
We know you'll love your artwork, so we're 100% dedicated to making sure it's perfect for YOU.
Once your portrait is ready, we'll notify you via email. You have 3 days to either send us your edit requests or approve them for printing. If 3 days go by and we don't hear from you, we'll consider it approved and will proceed with printing.
We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your product.
22. Do you really offer unlimited edits?
We offer unlimited edits to the photo and costume you originally ordered. Unlimited revisions refer to small changes that can be done to the artwork. If you require a substantial change (e.g. new photo or costume/accessory change) then our customer support team will give you an option to either change the photo OR change the costume ONLY ONCE for an order. If you wish to use a third photo for your product’s artwork, OR would want to change the costume for the third, our customer support team will send you an invoice of $10 that will cover the creation of the new artwork. This invoice will need to be paid prior we continue with your order.
If you are not satisfied with the artwork we created for you and you want to cancel your order, we’ll issue a refund for the value of your product minus $17.99, which will cover some of the time our artist invested in creating your artwork.
23. If I change my mind am I able to cancel my order?
Yes. As long as your cancellation request is made within 24 hours of placing your order. After the 24 hour period, cancellations will be accepted at our discretion. We will might charge you a 20% cancellation fee, since work will have already been done on your order. Orders that have already been printed cannot be cancelled.
24. What is our refund policy? (Our Guarantee)
Please check our refund policy here.
25. My order was damaged when it arrived. What now?
Contact us as soon as possible at email@example.com. We’ll send you a replacement as quickly as we can.
26. How long do I have to wait for a reply to my email?
You should expect to receive a response within a couple of hours.
During busier periods (such as the holiday shopping season), please allow 24-48 hours for a response.
27. Do you have a customer support phone number?
We don't offer customer support by phone at the moment, but if you want to get in touch with us, please email us at firstname.lastname@example.org.
28. Will my order arrive for Christmas?
Currently, we would advise ordering no later than December 11th for Christmas delivery.
Our Christmas cut-off dates will be announced in the near future.
29. Do you offer gift wrapping?
Unfortunately, we do not currently offer a gift wrapping service. However, all products come sealed in protective packaging. So the surprise won't be ruined upon delivery!
30. Can I pay extra to guarantee Christmas delivery?
We don't currently offer a guaranteed Christmas delivery shipping option. However, we offer a queue jump option. With this premium shipping option, your order will be fast-tracked to the front of the queue, and our artists can work on it as a priority. This is perfect for those busy shopping periods!
31. Want to report a copyright infringement?
We deeply apologize if any of our content is being used without permission; it's never pleasant finding out one’s work may be plagiarized or improperly utilized. If you believe your art/design was used on our website, the copyright infringement was accidental
We're here to help! If you feel that your intellectual property has been infringed upon, please let us know so we can resolve the situation quickly and efficiently.