Policy
Cancellation & modification
Every portrait is made to order from your photo. What you can change, and what it costs, depends on how far along your order is.
Three stages
1
Before we send your preview
Change your photo, style, size or details, or cancel for a full refund. Previews go out within 24–48 hours of ordering.
2
Preview sent, not yet approved
Ask for up to 3 free revisions. If you decide to cancel, you can choose full store credit, or a refund minus a 20% design fee for the work already done.
3
After you approve
Your order goes into production and can’t be cancelled or changed. If it arrives damaged, misprinted or different from what you approved, we replace it free.
Good to know
- No reply to your preview? We send you two reminders. If we still haven’t heard back 48 hours after sending it, we treat it as approved and print it.
- Skipped the preview? If you ticked “Skip the preview, print right away” in your cart, your order goes straight to stage 3.
- What counts as a revision: fur color, markings, eye color, expression, small background changes. A new photo, a different pose or a different style counts as a new design.
- Delivery dates are counted from the day you approve your preview, so quick approvals mean faster delivery, especially around the holidays.
Looking for returns after delivery instead? That is covered on our returns and refunds page.
Need to change an order right now?
Email us with your order number — the sooner the better.