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 the best photo you have. We'll create your portrait and send you a digital preview before anything is printed. Once you approve it, we print and deliver it.
How do I upload my photo?
After checkout, you can upload your photo, add your pet's name, and choose your portrait 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 a pet who is no longer with you. Send the best photo you have. If we have any concerns, we'll let you know. You'll see the full preview before anything is printed and can request changes or a full refund before production.
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 you upload your details after checkout, 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 after checkout. 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.
Love It Guarantee
What if I don't like my portrait?
Love your preview or get a full refund. See your preview in 48 hours and request unlimited revisions. Nothing prints until you approve. If you’re not happy to approve it, request a full refund anytime before print.
Can I see my portrait before it ships?
Yes. Every order includes a digital preview within 48 hours and unlimited revisions. Nothing prints until you approve. If you’re not happy to approve the preview, our Love It Guarantee lets you request a full refund anytime before print.
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 prints until you approve, 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 currently serve six markets: the United Kingdom, United States, Canada, Eurozone, Australia, and Denmark. Orders are printed and shipped locally wherever possible, so you avoid import charges in the common case.
See our Shipping & Delivery page for delivery times and free shipping thresholds.
How much does shipping cost?
We offer free shipping on orders over the threshold for your market:
- UK: £74.99
- US: $84.99
- Canada: C$99.99
- Eurozone: €84.99
- Australia: A$124.99
- Denmark: 599 kr.
Below the threshold, checkout shows the available rates for your items and destination.
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 market when ordering.
US, Canada & Australia: 8×10″, 12×16″, 18×24″
UK, Eurozone & Denmark: A4 (210×297mm), A3 (297×420mm), A2 (420×594mm)
What frame options are available?
Every size is available as a print or with one of four solid wood frame finishes:
- Black Frame
- White Frame
- Natural Wood Frame
- Dark Wood Frame
All frames come with a 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.