FAQ

Is my photo good enough?

Almost certainly. Clear photos work best — a phone photo is perfect if it's in focus, in daylight, and shows your pet's face and eyes clearly. For memorial portraits, we'll work with older photos too, and your proof shows exactly what will print before anything is made. If yours won't work, we'll tell you before anything is made and help you pick another.

Can I include more than one pet?

Yes. Our ornaments hold 1 to 3 pets; just choose your pet count on the product page. Our mugs feature one pet each. For the whole family in one large piece, our framed canvas fits 2 to 4 pets.

Can you make a portrait of a pet who has passed away?

Yes, and we'd be honored to. Older or blurrier photos are okay; send a few if you have them. Use the notes to tell us anything you'd like us to get just right.

When will I see my proof?

Within 48 hours of your order, by email. If you don't see it, check your spam or promotions folder, or write to us.

Can I change something after I approve?

Once it goes to print, we can't change it. If you spot something right after approving, reply right away and we'll do our best to catch it.

How long does shipping take?

Shipping is free within the US. After you approve your proof, your piece is made in about 2–5 business days, then delivery takes about 3–7 business days in the US. Times vary a little by product.

When do I need to order for Christmas?

Order by December 5 and approve your proof by December 7. Do both, and it's on your tree by Christmas, or we refund you in full and you keep it. Later orders are still made with the same care; they just may arrive after the 25th.

Can I return a custom item?

Because each piece is made for your pet, we can't take returns for a change of mind. That's why you see a proof first: if you don't love it, you get a full refund before anything prints. If your order arrives damaged or wrong, send a photo within 30 days and we'll remake it or refund you.

Can I send it as a gift?

Yes. Enter their address at checkout and add a gift note in the order notes (or email it to us with your order number). The proof comes to you, not them, so the surprise stays safe.

What's the free digital portrait?

Every order includes a hi-res file of your pet's illustration, emailed after you approve. Use it for prints, phone wallpapers, or holiday cards. It's for personal use, not resale.

Who illustrates my pet's portrait?

We do — Giovanni & Sarah illustrate every portrait in our storybook style using digital illustration tools, and we check each one against your photo by eye before your proof goes out.

How many changes can I ask for on my proof?

As many as you need. Nothing prints until you approve it — if we can't get it right, you get a full refund.

What if I don't reply to my proof email?

We send two reminders and nothing ever prints without your approval, so your order simply waits. For Christmas delivery, though, proofs approved after December 7 may not arrive in time.