FAQ
Processing and Shipping
What happens after I order?
Once your order comes through on our system, we get started immediately.
1. Our designers illustrate your portrait (this will take roughly 2-3 business days)
2. We send you a proof for review. We offer free revisions for minor changes.
3. We print, frame, and pack your orders for dispatch (1 - 2 business days)
During this time, our in-house quality team is constantly keeping an eye on the process to make sure you get the perfect artwork.
When will my custom pet portrait be shipped?
We aim to dispatch all portraits within 5 business days. In periods of high demand, there may be a slight delay, but we will contact you straight away if there are any significant delays.
When will my order arrive?
After your order is shipped, you will receive a tracking number. Once the package is with the courier, it will depend on their delivery times. We work with a variety of couriers to ensure that you get your order as quickly as possible! For standard shipping, your parcel should arrive within 2 - 8 business days. For express parcels, this should take 1 - 4 business days.
I need my order by a certain date. Can you guarantee it will arrive in time?
We will have to assess on a case to case basis. Please contact our customer service team on hello@paintmypets.com.au for more information.
Do you do international shipping?
At the moment we are shipping our printed artwork to Australia only, but you can print it yourself by purchasing one of our digital portraits.
Custom Pet Portraits
Can I make major changes to my portrait after it's finished?
Unfortunately we are unable to make major changes to the portrait after the illustration is complete.
If you have a special request, please note it down in the order requests box prior to ordering. We are only able to make minor revisions to the portrait after it's finished.
What counts as a minor revision?
Minor revisions are:
- Colour changes
- Adding your pet's name onto a name tag
- Fixing up a bit of fur covering the eyes
We are unable to add or remove things once the portrait has already been drawn. If you have a special request, please note it down in the requests box prior to ordering.
Can you draw my pet goldfish?
We can turn any pet into a work of art! If you're unsure, shoot us an email and we'll get right back to you. As long as you can provide a high-quality photo, then we're good to go.
Can I change my order after it's been placed?
Please contact us on hello@paintmypets.com.au as soon as possible (within 6 hours) after placing your order. We will generally get to your order straight away, but we'll definitely work with you to see what we can do.
Can I cancel my order after it's been placed?
Please contact us on hello@paintmypets.com.au as soon as possible (within 2 hours) after placing your order. Our artists generally get started straight away, but If our artists haven't started on your order, then we may be able to proceed with the cancellation.
Do you offer digital files only?
Definitely! Check out our Digital Portraits collection.
Can you deliver this to someone else as a gift?
We certainly can. We include a free greeting card with all gift orders so that the recipient will know who is the amazing person behind this thoughtful gift.
Returns
Can I get a refund if I'm unhappy with my order?
Unfortunately we do not offer refunds due to the custom nature of our work. However, we want you to be 100% happy with your pet portrait so we will work with you and make sure you love your portrait. Please contact us on hello@paintmypets.com.au within 24 hours of receiving your order.
For more information, please see our Refund Policy.
What happens if my order is damaged in transit?
We take great care in packing our frames to avoid damage during transit, but unfortunately sometimes these accidents happen. Please take a photo of the damage and send it to hello@paintmypets.com.au within 24 hours of receiving the order and we will send you a replacement straight away.