Help & FAQ
Questions,
gently answered.
Everything you need to know about ordering a custom portrait.
Still have a question?
Message usWhat kind of photo should I send?
A clear, well-lit photo where the face (or teddy!) is easy to see. Phone photos are perfect. For silhouettes, a side profile works best.
When do I add my names or photo?
Names, initials and colors go in the personalization box on the listing, before you add it to your basket. For pet and family portraits, upload your photo on your order page right after checkout.
How long does it take?
Your files usually arrive within 2 to 24 hours, once we have the names, colors or photos we need. Nothing is sent before it is ready.
Can I ask for changes?
Of course. We send a preview first and make revisions for free until you're happy.
Will I receive a physical print?
No — you receive high-resolution digital files, so you can print at home, at a local shop or with any online print lab, in the size you choose. Prefer it printed and posted to you? Choose “Art print” on any piece and we print it and send it.
Do you post printed pieces, and what does it cost?
We post inside the United States. Postage is a flat $6.95, and free once the basket reaches $50. A print is made in 2 to 4 business days and arrives in 4 to 7 after that. Files are still sent by email, within 2 to 24 hours.
What file formats will I get?
High-resolution JPG and PDF files at 300 DPI, ready for the size you choose. Some listings also include extra sizes such as A4 or A2.
Which currency will I pay in?
Prices are set in US dollars and shown in your local currency. On the secure payment page you'll see the exact amount before you pay.
Can I get a refund?
Our prints are digital downloads, so all sales are final, except duplicate orders, which we refund. If a file won't open or we made a mistake, we'll fix it for free. Our refund policy has all the details. A printed piece is different: if it arrives damaged, send us a photo and we replace it or refund it.