Our office and printing studio will be closed for a short Christmas break from 22nd December 2020 until 5th January 2021. During this break responses to emails may take a little longer than usual. No printed or framed portraits will be dispatched during this period. Artworks will still be completed ready for dispatch as soon as the office returns.
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 10-15 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.
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 10 to 15 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 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?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.