Where do you ship from?
We ship from Melbourne, Australia.
How long does delivery take?
We ship via Standard Post with Australia Post or Aramex Australia. For orders that don’t request a proof you should receive your order within 10 to 15 working days due to time taken to complete your portrait, printing your portrait and then delivery.
Please note turnaround times may increase in periods of high demand.
I have purchased a proof, when will I receive it?
Proofs are delivered to your email you used when ordering and are usually delivered within 5 to 7 working days.
What changes can I make after receiving my proof?
After receiving your proof we can make small changes to your portrait following your feedback this includes changes to font, background colour and minor changes to the artwork of your pet. If you are unhappy with your portrait and would like us to work from another photo there is an additional $40 reworking fee per pet and $70 per person to cover our time for redoing your portrait.
I would like to submit a new photo to replace one already used for my portrait - is there an additional charge?
Yes, if you would like to submit a new photo, we have to restart your artwork from scratch. We charge an additional $40 reworking fee per pet and $70 per person for all new photos submitted.
I didn’t order a proof and I received my order but I’m not happy with it. What do I do?
If you opted to not receive a proof and have received a portrait that you are unhappy with unfortunately we are unable to resolve this issue for you. We have completed many pet portraits and are highly experienced with thousands of very happy customers. Rest assured that your portrait will be completed to the best of our ability. If you are wary of receiving artwork that you may be unhappy with we highly recommend ordering a proof.
Do you accept returns or refunds?
Due to our portraits being a personalised product we do not offer refunds or returns. We do however offer returns for other products.
How do I track my order?
All dispatch notification emails include a tracking link. If you are struggling to track your order please send us an email to firstname.lastname@example.org