Where do you ship from?
We are based in Moorabbin, Victoria, Australia. All orders are dispatched from our studio :)
How long does delivery take?
We ship via Express Post with Australia Post. For orders that don’t request a proof you should receive your order within 5-7 working days. For orders that request a proof your order will be dispatched the following working day after approval. Express post within Victoria you should receive your order the following working day after receiving your dispatch notification. For other states delivery can take up to 3 working days following receiving your dispatch notification. Please note turnaround times may increase in periods of high demand.
How long does delivery take of collars and leashes?
If you order a collar or leash with your portrait your items will be shipped with your portrait. For orders that don’t include a portrait, your order will be shipped within 2-4 working days via AusPost Standard Post.
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 3 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 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 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 hundreds 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?Once you have received your dispatch notification via email you can track your order via our website here or via the AusPost tracking page here.