Frequently Asked Questions
Everything you need to know about ordering your custom pet portrait.
Ordering
How does it work?
It's simple. Choose your size and frame, place your order, then upload your favorite photo through our order portal. We'll create your portrait and send you a preview to approve before anything is printed or shipped.
Once you're happy, we print and ship it straight to your door.
How do I upload my photo?
After placing your order, you'll receive access to your order portal where you can upload your photo, enter your pet's name, and choose any customization options. For tips on choosing the best photo, see our Photo Guidelines.
My photo isn't great quality. Can I still get a portrait?
We understand it can be difficult to get a perfect photo, especially when ordering as a gift or for pets who are sadly no longer with us. We can usually work with almost any photo, and if we have any concerns we'll let you know. You'll also see a full preview before anything is printed, so it's completely risk-free.
Can I choose a different background color?
Absolutely. We offer five named background colors (Blush Pink, Sage Green, Classic White, Navy Grey, and Duck Egg Blue) plus a custom color picker so you can match any room or style.
Can I get a portrait without a name on it?
Of course. Just select "No name" when completing your order through the portal, or let us know and we'll remove it for you.
Can I get more than one pet in the same portrait?
Yes. You can include up to 4 pets in a single portrait. Simply choose the number of pets when ordering and upload a photo of each pet through the portal. If you need more than 4, please contact us.
Do you do portraits for animals other than cats and dogs?
We do. We can create portraits for any animal. Simply go ahead and place your order as normal. If you'd like a full-body portrait instead of the usual head and shoulders, just let us know.
Can I send an order straight to someone else?
Yes. You can use their delivery address at checkout, and we do not include prices on packing slips. We cannot currently guarantee personal note inserts or plain, unbranded packaging, so send it to yourself first if the presentation needs to stay fully controlled.
Our Guarantee
What if I don't like my portrait?
Every order comes with a free preview and unlimited revisions, so you can make sure you're completely happy before we print anything. If you're still not satisfied after revisions, we offer a full money-back guarantee. It's completely risk-free.
Can I see my portrait before it ships?
Yes. Every order includes a free digital preview. You approve it before we print, so you'll never receive something you haven't seen first.
Can I return my order?
Because every portrait is custom-made and approved by you before printing, we're unable to accept returns on approved orders. However, if your order arrives damaged, please contact us and we'll get a replacement sorted straight away.
What if my order is lost or damaged?
If your order hasn't arrived within the expected delivery window, or if it arrives damaged, just let us know. Send us a photo of any damage and we'll arrange a replacement as quickly as possible.
Shipping & Delivery
How long does it take?
Most orders are fully completed and delivered within 4 to 10 days. Here is the typical breakdown:
- Preview: within 48 hours of us receiving your photo, or 24 hours with Priority Preview
- Printing and dispatch: 1 to 3 working days after you approve
- Delivery: 1 to 4 working days depending on your region
Nothing ships until approved, and revision requests may add a day or two while we prepare your updated preview. During busy or seasonal periods, printing and delivery may sometimes take longer.
See our Shipping & Delivery page for full details.
Where do you ship to?
We ship to the UK, US, Canada, Australia, and across Europe. Orders are printed and shipped locally wherever possible, so you avoid import charges and unnecessary delays.
See our Shipping & Delivery page for the full list of production countries and delivery times.
How much does shipping cost?
We offer free shipping on orders over the threshold for your region:
- US: $84.99
- UK: £74.99
- Canada: C$99.99
- EU: €84.99
- Australia: A$124.99
- Denmark: 599 kr.
How is my order packaged?
Prints are shipped flat in protective hard-backed packaging or carefully rolled in poster tubes for larger sizes. Framed portraits are boxed and arrive ready to hang. We use recycled and biodegradable materials wherever possible.
Sizes & Materials
What sizes are available?
We offer six sizes across two measurement systems. You'll only see the sizes relevant to your region when ordering.
US & Canada: 8×10″, 12×16″, 18×24″
UK, EU & Australia: A4 (210×297mm), A3 (297×420mm), A2 (420×594mm)
What frame options are available?
Every size is available as a print only or with one of four solid wood frame colors:
- Black
- White
- Natural Wood
- Dark Wood
All frames come with plexiglass front and are ready to hang.
What materials do you use?
- Premium 240+ gsm matte art paper for a gallery-quality finish
- Professional-grade archival inks that won't fade
- Sustainably sourced solid wood frames
- Plexiglass front for durability and clarity
- Eco-friendly, recycled and biodegradable packaging where possible
Contact
How can I get in touch?
You can reach us by email at support@printandpaw.com or through our contact form. We typically reply within 24 hours.