Frequently Asked Questions
Questions about ordering? We’ve got you covered! Review our handy guide below for our most frequently-asked questions.
General FAQs
Do you send proofs or previews before printing my portrait?
Yes, we will check in with you after the creation to make sure you are happy with the finished product. Only if the result is satisfactory will we move on to the product manufacturing stage.
Can I have more than one pet for hand illustration?
Yes! Our price is for 1 pet of hand illustration. If you have more than 1 pet, please contact [email protected].
Do you create pet memorials?
PettiCustom is honored to create portraits in honor of passed pets. We work with customers to find the perfect photo out of the (potentially limited) photo choices you have. Please contact us if you have any further questions at [email protected].
Can I change my order after its been placed?
Yes! We are happy to help with changes to your pet portrait order as long as you reach out to [email protected] within 24 hours of your order being placed.
What makes a good photo?
1.) Photo is taken in a well lit area. Ideally without a filter and in natural lighting.
2.) Close up and head on, showing as much of the ears, head, neck, and chest as possible. This will allow us to get a good crop of your pets face. Photos of your pet laying down are not ideal.
3.) Avoid overhead or blurry photos.
Review our Image Guidelines for more information.
Can I get a digital file?
We offer a high quality digital file of your completed artwork as an add-on to any physical product. You will receive your file digitally once your order has shipped.
Please note that currently do not offer Digital Downloads as a standalone product.
Shipping FAQs
How can I get a tracking number?
All orders will attach a tracking number once shipped. You will receive a email. If you have any questions, please send an email to [email protected]. Our customer service staff will reply to you within 24 hours.
What are your shipping times?
Generally, it takes 17~28 Business days for your order to arrive. For more details, please refer to the Shipping Policy.
What are your shipping cost?
Free Standard Shipping: Free Shipping, For the order value over USD 89.
Standard Shipping: The shipping fee is USD 8.99, For an order value less than USD 88.99.
For more details, please refer to Shipping Policy.
Do you provide worldwide shipping?
Yes, generally, we offer worldwide shipping.
Return FAQs
What should I do if the product is damaged?
If your package is damaged or you received the wrong product, please send the relevant pictures or videos to info@petticustom. We will verify the status of the package within 3-5 working days, and once verified, we will follow your wishes and give you free reprints within 7 working days. Or give you a full refund, you will receive the refund within 3-10 working days.