FAQ

 

Frequently Asked Questions

1. What types of pets can you create custom portraits or silhouettes for?

We specialize in creating custom silhouettes for dogs and cats. If you have a unique pet or a special request, please don’t hesitate to contact us to discuss how we can accommodate your needs. Your query might be the one that launches a new specialty!

2. How do I place an order for a custom portrait or silhouette?

*Placing an order is simple! Just follow these steps:

1. Choose your desired product from our web site.
2. Upload a clear photo of your pet (see our photo tips here). For some products you also need to upload a photo of the bottom of their paw or foot. 
3. Select any customization options, as well as any other information requested for your product, and add the item to your cart.
4. Proceed to checkout and complete your purchase. If you have any special instructions, you can include them in the provided text box during checkout.*

3. What is the turnaround time for a custom portrait or silhouette?

Our standard turnaround time for initial review is typically 2 to 4 days from the date we receive your paid order. This does not include weekends. Once your image is approved, production and shipment of physical products varies from 4 to 12 days, depending on the product and your location.

We work hard to ensure your custom item is a pleasing representation of your pet. Please allow extra time during busy periods, such as holidays. If you need your order by a specific date, let us know and we’ll do our best to accommodate your request.

4. Can I request changes or revisions to my custom portrait or silhouette?

Absolutely! We offer a revision process to ensure you’re completely satisfied with your custom product. Once you receive a draft, you can request changes, and we’ll do our best to make the necessary adjustments. 

5. What file formats and photo quality do you require for portraits?

For the best results, we recommend uploading high-resolution photos in JPEG or PNG format. The clearer and higher the quality of the image, the better the result.  If you’re unsure about the quality of your photo, feel free to send it to us for review before placing your order.

6. Do you have any tips for submitting the best possible photo?

We want your custom image to look as good as possible, so we have collected a set of tips you can use to take the best possible photos. You can find our tips on the Photo Tips page.

7. What if I’m not satisfied with my order?

Your satisfaction is our priority. If you’re not happy with your custom silhouette, please contact us within 3 days of receiving your order. We’ll work with you and our suppliers to resolve any issues or offer a replacement if appropriate. Our goal is to ensure you’re thrilled with your purchase.

8. How do you ensure the quality of your printed products?

We partner with top-quality printing companies to ensure that every product meets our high standards. If you encounter any issues with print quality, please let us know, and we’ll address them promptly.

9. Do you offer gift cards or special packaging for gifts?

Yes, we offer gift cards! Gift cards are the perfect thoughtful gift for a pet-loving friend or family member when you wish to give them the flexibility of choosing their favorite product.

10. Can I track my order?

Yes. Once your order has been shipped, you will receive a confirmation email with tracking information. You can use this tracking number to monitor your shipment’s progress and estimated delivery date.

11. Do you ship internationally?

At this time we do not. However, we plan to offer International shipping sometime in 2025.