Refund policy

After you receive the mock-up of your order, you can make any changes you'd like or request any modifications to ensure that you will be satisfied with the final product that you will receive. Please note that not all revisions are able to be made due to limitations in the programs that we use to create our artwork.

We allow a 24-hour window that starts when the mock-up email has been sent for any modifications to your portrait to be requested.  Once this 24-hour period has passed the revisions window will be considered closed and we reserve the right to finalize the order at our discretion. At no point will we be able to change the reference photo that was submitted at the time of the order. In the case of multiple reference photos being submitted for one pet, we will select the photo that we believe will result in the best portrait. For all orders, only one file is saved at a time for each item ordered. If revisions are made, the original file will not be saved or available for production. 

We also allow a 24-hour window that starts when the order has been made for a full refund to be requested.  Once this 24-hour period has passed the sale will be considered final and any/all refunds will be processed at our discretion. Please note that this is due to the custom nature of our products. Before a customer ever receives a portrait our team of artists have been compensated for their work. 

In the case of there being any issues with you order (ex: wrong illustration, scratches, broken frame) we will replace your product free of charge pending review of photo evidence of said issues.