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FAQs

Can I print more than one pet on one canvas?
Yes, you can do it on the THE PACK FAMILY - CUSTOM CANVAS & THE VINTAGE PAWS

 

Do you do humans?
Yes, it will look awesome and can be the perfect gifts or surprises!

 

Do you just do cats and dogs?
Our artists are incredibly talented and can work with any pets or pet parent, family or friends. You can create unique masterpieces for dogs, cats, birds, horses, micro-pigs and even hedgehogs.

 

How to upload photo or image?
There are many ways to do it. Easy. Click the yellow tab, Choose Your Photo>Choose a local file (blue tab)>documents>gallery, then select (1) photo/image>Add. And you are done.  

 

Is my photo good enough to use?
If you followed our photo guidelines below, then yes your photo is very likely good enough to use. (And in case if you uploaded a poor quality photo, don't worry. We will contact you to submit a new photo.)

• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either


We conduct a photo check for every new order we receive and will email you if we need a different one. But it's best to take matters in to your own hands and ensure you upload the best photo you have.

If we do need a new photo from you, this may lengthen your delivery time by a few days.

Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.

Note that is is the customer's responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produce using high quality photos.

 

Does it matter if my photo has stuff in the background?
No this shouldn't matter. Don't worry if there's a lot of stuff in the background. Obviously it's better if it's a plain/clear background. But don't obsess over it too much! It really doesn't make much difference.

  

How do you produce your designs?
We do not paint from scratch.

We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo re-touching as well as a number of complex brush strokes and blending processes to turn your original photo in to a masterpiece art.

 

Can I change my order?
You can change your order within 12 hours. If you placed your order more than 12 hours ago, we can't guarantee that we can change it. Once the item is paid your order will be process immediately and automatically.

  

Will I see the finished artwork before it gets printed?
Because we want to make it a simple process and deliver to you quickly, we can't send proofs before printing. We understand that some pet owners are concerned about how it will turn out, so we do offer an 'Artwork Review' add-on at a very fair price but you will need to email us in advance.

However, you shouldn't be worried at all. Because our artists are amazingly talented, with lots of experience and are full-time professionals specializing in pet art. 

  

What are the canvas dimensions?
We print on to three different sized canvas frames. Each frame is gallery-ready and high quality. All canvas frames have a gallery standard depth of 1.25" thickness.

The frame sizes are:

8" x 10"
This is a favorite for those looking to gift a portrait. Note that our 8" x 10" has a slightly different height-to-width ratio than our other sizes and therefore your costume may not feature as much of the shoulder area as shown in the product photos on our product pages.

12" x 18"
A great mid-sized canvas which looks perfect in entrance halls, living spaces, bedrooms, and of course... above your pet's bed!

16" x 24"
Our favorite size. This size is our original offering and is our consistent top seller to pet parents worldwide. You can't fault this size, it's a fantastic large print and you get to see the details of your portrait up close. We love this one!

  

Can you add/remove things for me?
Sorry but we can't offer to add things like accessories, extra background colors or extra bits to your chosen costume or texts. We are very proud of our work and like to keep things uniform (pardon the pun!)
We can sometimes edit out tears, sleep and drool if you ask us but we cannot guarantee it. We cannot perform major edits such as opening a closed mouth or adding floppy ears.

However, if your pet is wearing some accessory in the original photo, we will always include it.

The same goes for collars - we do remove collars for almost all costumes but it's always best for those that show some neck, that you provide a photo of your pet without a collar on.

  

Can you change the background color?
Right now we can't change the background colors for you. If you have a very dark pet and are afraid they won't show up on a custom with a black background, we would generally advise selecting a different costume.

  

I thought it was an image wrap canvas, why are the sides black?
In over 90% of canvas prints we send out to our customers, we do use an image wrap. This means your image wraps round the edges of your canvas creating a really seamless final product.

However in some cases we have to use what we call a 'black wrap'. A black wrap basically means that we print the full image on the front of the canvas, and use a black solid color on the sides of the canvas. In the grand scheme of things this doesn't make a big difference at all to your canvas, so don't worry!

The reason we do this to some canvas prints and not others is due to your pet. Pets with big, long, sticky-up ears often get printed using a black wrap, because if we used an image wrap, your pet's poor ears would wrap round the edge of the canvas!

Hope this helps!

 

What are the shipping times and prices?
Normal shipping time estimates and pricing are shown below. 

TO NORMAL PRICING*
USA 10-14 days  $8.95
CANADA, EUROPE,  UK, AUS 10-20 days $14.95
REST OF WORLD 20-45 days  $17.95

 

Shipping prices are a flat fee and we don't cover customs fees.
It's definitely worth the wait because these are custom made and unique items

All orders are shipped with tracking and you will receive your tracking number by email as soon as it's available.

I ordered multiple products in one order, will they arrive together?
Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases we ship out the completed artwork in one parcel and then send the other once it's ready.


Will I receive a tracking number?
Yes you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you your tracking number as soon as it's available.

We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered!

If you haven't receive a tracking number after 14 days, please email us.

Usually once you've got your tracking number, your order will arrive within just a few days.



My tracking number isn't working.
Please don't worry. Send us an email and we'll let you know exactly where your parcel is.

Do you ship in all countries? 
We ship to all countries, all over the world. And due to restrictions, we're unable to ship to the following countries:


Cuba
Iran
Libya
North Korea
Sierra Leone
Somalia
Sudan
Yemen
Ukraine (Crimea - ZipCodes between 95000-99999)
Guatemala (Temporary)
Liberia (Temporary)
Falkland Islands

 

Where do you ship from?
USA

 

My order was returned to sender. Can you send it back out to me please?
Yes, no problem.

Please note that in these cases we cannot offer any compensation due to late delivery. Return to sender / shipping failure situations occur when the shipping address is incomplete or incorrect. If this is our fault we will reimburse you the shipping fee and re-send your parcel. If the customer provided the wrong information at checkout we are sadly unable to reimburse any costs, but of course will still re-ship your order once we receive a correct address from you.

If your order was returned to sender just reach out to us and we'll arrange to have it re-shipped. Most of the time we will ask for a new shipping address and/or contact number to ensure that it gets delivered successfully this time round.

 


RETURNS/REFUNDS

Do you offer refunds?
As your order is 100% unique and custom made for you and your pet, we cannot offer refunds. If you have a problem with your final product, please email us and we'll do our best to make sure you're happy.

If you received an incorrect or damaged item, let us know and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.



What if I don't like the artwork?
We are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our support team at sales.k9doglovers@gmail.com and we'll do our best to help you.

If you're unhappy with the artwork specifically, we'll check to see if you submitted a photo that follows our photo tips. If you didn't follow our guides I'm afraid it's likely we can't help you. If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.

Make sure you provide a clear, high quality photo of your pet taken in good lighting and at eye-level with your pet. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.



My order arrived damaged, what do I do?
Please contact us as soon as you notice the damage and/or defect. We will offer you a replacement and send it out to you as fast as we can.


Can I cancel my order if I change my mind?
We accept all cancellation requests made within 24 hours of placing the order, and you will be subjected to 25% cancellation fees.

Any cancellation request sent after this 24 hour window will be accepted at our discretion. If accepted, you will be subject to a 50% cancellation fee. This is because your artist will have been assigned and will have already spent time working on your artwork by this point.

Orders that have been sent to print cannot be cancelled under any circumstance.

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