Answers
Frequently asked questions
Ordering, customisation, shipping and returns — the questions we are asked most, answered in full.
Ordering & customisation
How do I create a custom pet portrait?
Choose a style, upload one clear photo, and place your order. Within 24–48 hours we email you a preview. Once you approve it, we print and ship.
See how it works for the full process.
Do all products require a pet photo?
No. Standard designs do not require a photo. Only upload a photo when the product page shows a Pet Photo field. Personalized products may also ask for a pet name or other details shown on that product page.
Can I request additional customisations?
We love unique ideas. If you have specific requests beyond our standard options, email us at cs@portrapet.com and we will be happy to help bring your vision to life.
What makes a good photo?
Good light, your pet facing the camera, eyes visible and the image in focus. Our photo guidelines cover exactly what works and what does not.
Pick a style, upload, place your order.
By email within 24–48 hours. Up to 3 free revisions.
Made to order in 2–4 days, shipped with tracking.
Will I see my portrait before it’s printed?
Yes. Within 24–48 hours of ordering (Monday–Friday) we email you a preview with two buttons: Approve or Request changes. We only print after you approve. If we haven’t heard back, we send you two reminders, and at 48 hours we print it as it is.
How many changes can I ask for?
Up to 3 free revisions at the preview stage: fur color, markings, eye color, expression, small background changes. A new photo, a different pose or a different style counts as a new design. We print exactly the version you approve, so take a good look before you click.
Can I skip the preview?
Yes. Tick “Skip the preview, print right away” in your cart and we print as soon as your artwork is ready. It’s the fastest option, but you won’t be able to ask for changes before printing.
How can I modify or cancel my order?
Email cs@portrapet.com with your order number. Before we send your preview: full refund. After the preview is sent, before you approve: a refund minus a 20% design fee, or full store credit. After you approve: the order is in production and can’t be cancelled, but we still replace anything that arrives damaged or misprinted. Full cancellation policy.
Shipping & tracking
How long will it take to receive my order?
For personalized items, production starts once you approve your preview. Production: T-shirts 1–2 business days; sweatshirts and hoodies 2–3 business days; pet portrait posters, framed posters and canvas prints 2–4 business days. Delivery in the USA: 5–7 business days after production. International delivery to supported countries: 7–14 business days.
Need it faster? Contact cs@portrapet.com to discuss priority options.
How much is shipping?
USA: $6.99 standard shipping on orders under $120, and free standard shipping on orders of $120 or more. International: $9.99 on orders under $50, $14.99 on orders of $50–$99.99, and $19.99 on orders of $100 or more. The exact cost is always shown at checkout before you pay. Full details on our shipping page.
I did not receive a confirmation email or tracking link.
Check your spam and promotions folders first. If it is still missing, email cs@portrapet.com with the name and email address used on the order and we will resend it.
How do I track my order?
We email a tracking link as soon as your parcel ships. You can also use our order tracking page.
Returns & refunds
What is your return policy?
Every item is made to order, so we can’t accept returns for a change of mind after you’ve approved your preview. But if your item arrives damaged, defective, misprinted or different from the preview you approved, email us within 30 days of delivery — we’ll replace it free or refund you. Lost packages are replaced or refunded too.
Full detail on our returns page.
How long does a refund take?
Once approved, the refund goes to your original payment method and usually appears within 5–10 business days. Your bank may take additional time to post it. If more than 15 business days have passed since approval, contact cs@portrapet.com.
I am in the EU. Do I have extra rights?
Yes. For orders shipped into the European Union you can cancel or return an eligible non-personalized item within 14 days of delivery without giving a reason. This does not apply to items personalized with your photo or text.
Payment
Which payment methods do you accept?
Credit and debit cards through Shopify Payments (Visa, MasterCard, Discover, American Express, JCB, Diners Club) and other options shown at checkout. All transactions are processed in USD. See the payment page.
Is my card information safe?
Payments are handled securely by Shopify Payments. Your full card details are never stored on our side.
Still have a question?
Email us and a real person will answer within 1 business day.