Questions? We have answers.
How long will it take for my order to arrive?
Most orders are dispatched within 2-4 business days.
After the order has been shipped, estimated time in transit is:
Standard: 5-8 business days
Expedited: 2-5 business days
Overnight: 1-2 business days
Canada and United Kingdom
Standard: 4-8 business days
Standard: 4-8 business days
Expedited: 3-5 business days
Rest of the World
Standard: 8-21 business days
How much is shipping?
Shipping prices are a flat fee per order:
Is my photo good enough?
If you took the photo with your smartphone then the answer is most likely yes.
If you are buying a gift for someone else, most Facebook and Instagram photos will also work.
Don't worry though. Our artists will review your photos and we will let you know if we need a higher quality photo.
If you followed our photo guidelines, then your photo is most likely good enough to use.
• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either
We conduct a photo check for every new order we receive and will email you if we need a different one. This may lengthen your delivery time by a few days. Note that it is your responsibility to ensure that you are happy with the photo you provide. All examples on our website were produce using high quality photos.
I ordered multiple products in one order, will they arrive together?
Generally yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases we ship out the completed artwork in one parcel and then send the other once it's ready.
What if I entered the wrong shipping address?
If you entered the wrong information for your order, please contact us as soon as possible. We'll do our best to help but can't guarantee that we can change it.
How do I check the status of my order?
Upon order completion, you will receive an email confirming your order. You will also receive a shipment confirmation and tracking number via email once your package has been shipped. You can track your order on our website by going to the Track My Order page.
Received a damaged item?
If your product was damaged during shipping, we will gladly replace it without question. Please let us know within 2 business days if this is the case. Please contact us at firstname.lastname@example.org with a picture of your item and order number. We will reprint your item and ship it to you within seven business days.
Want to change or cancel your order?
Orders can be modified or cancelled within 3 hours of placing your order. If 3 hours have passed, the modification or cancellation will be granted at our discretion. The reason for this is because our artists begin processing and designing your custom artwork soon after your order is placed.
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait 14 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.
Order lost after delivery?
PetPawtraits is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.