Frequently Asked Questions
Do I see an art proof before or after I pay?
After. The purchase starts the process on our end where we will create an art proof for you to review (typically by the next day but sometimes we may need a little more time). Once you approve, we'll create your custom order.
We require our clients to purchase first, otherwise we would spend all day creating free looks for people still window shopping. We're ok if we miss a few sales. Thank you for understanding.
What can be customized?
Typically anything art related can be personalized. We do not offer custom sizes at this time.
Where are you based and where do you ship from?
We're in Florida where we personally create all our art. We then use a handful of carefully selected US partners to produce the finished items in our shop. Most items ship from NC, TX and CA.
How do you ship? Can you deliver to POBoxes? Do you offer 'Rush' shipping?
- Several carriers including UPS, USPS, Canada Post, Australia Post, Royal Mail and many others depending upon the size and destination.
- Every shipment includes tracking and insurance. It is rare, but occasionally we might use a different carrier, typically for our largest sizes, based on your address.
- Yes we can ship to PO Boxes.
- Rush shipping is not available.
Can I change the address after I order?
No. We can ship only to the address my bank approved on the order. This helps prevent fraudulent purchases.
My art arrived damaged - what do I do?
- Contact us within a week of delivery.
- Provide a photo or photos of the item damage and also the shipping carton.
- We'll quickly replace with the same art. No other action required on your end as you've already been inconvenienced enough.
I think I received someone else's order - what do I do?
Contact us as soon as possible and provide a photo(s). We'll follow-up if we have any questions or need additional photos. And if we made a mistake, we'll quickly create and ship a replacement based on the original order.
My shipment appears lost according to tracking - what should I do?
Carriers such as UPS and USPS typically consider an item "lost" after 7 consecutive days without scanning or a tracking update. Contact us if your item is lost in transit and we'll send a replacement based on the original order.
Tracking shows delivered but I didn't receive anything - what are next steps?
- Contact us as soon as possible so we can investigate.
- If the carrier provides proof of delivery but it isn't the delivery address, we'll send a replacement.
- If the photo, GPS data or driver's notes match the delivery address, then a replacement will not be sent.
- You should file a police report if you believe it was stolen after being delivered.
What's your cancellation policy? Can I change my order (size, format, background, font)?
- For custom orders, you may cancel or request changes up to the art proof stage for any reason. Once you approve, the art immediately goes into production and cannot be canceled or modified. We can't resell a portrait of your pet - that would be weird 🫣.
- For non-custom orders, production can often start the same day as your purchase. Therefore we do not accept any changes or cancellations once the purchase goes through.