General Questions - All You Need to Know About Your Order
Find answers to common questions about our process, from order timelines to artwork modifications.
How long does it take?
Usually, digital file format orders are completed in 2 - 4 days. It takes an additional 5 - 10 days to create and deliver your print.
7 days without a message?
If you haven’t received a message from our customer support team with the drawing in 7 days, please check your spam folder. If you don’t find the email there, please send an email to support with your order number so we can update you on your order status.
What if I don't like the artwork?
Since we strive to provide only 5-star experiences, we’ll make as many changes as needed. If nothing works, we’ll refund your order!
Do pets count as a person?
Yes :)
Can you work from more than one photo?
Absolutely.
Can you work with grainy photos?
We prefer if you could send the best quality photos that you have, but if you only have grainy photos, we will still be able to create a masterpiece from those photos.
What if I want a drawing with more than 10 people?
Just send an email to our support team, and they will create a custom order for you.
Can I change my order?
Yes, but make sure to contact us via email immediately. If our artists haven’t started working on your portrait yet, we’ll gladly make changes for free. However, if it’s already in progress, we might ask for a small fee.
What if I want my portrait to have custom dimensions?
No problem! Just send an email to our support team, and they will create a custom order with your desired print/digital file dimensions.
Can you add or remove something from a photo?
Absolutely, though to save time, please let us know about all the changes you want before placing your order.
Will I be able to see the preview before printing?
Absolutely.
Shipping - Worldwide Shipping Information
Learn about our global shipping policies, delivery times, and tracking details.
Do you ship worldwide?
Yes, we have printing facilities all around the world, so we offer free worldwide shipping with great delivery times. You can check shipping times here: Shipping & Delivery.
What are the shipping times and prices?
Shipping is free. More about time here: Shipping & Delivery.
I ordered multiple products in one order, will they arrive together?
If you’ve ordered products from different categories, there’s a high chance that your order will come in separate parcels.
Will I get a tracking number?
Yes, all of our orders are trackable.
How can I track my order status?
You can check your order status here: Order Status.
Why isn't my tracking number working?
There might be some technical problems, but do not worry, just email us and we’ll sort everything out for you and tell you where your order is!
What is the queue jump shipping option?
This is the premium shipping option. Selecting queue jump will prioritize your order with our artists so it gets finished as soon as possible. This is a perfect option during busy seasons or holidays!
Why was my order returned to the sender?
There might be multiple reasons for this, some of them are:
- There was nobody home to sign for the parcel.
- The shipping address was incorrect or incomplete.
Missing apartment numbers are the biggest culprit for orders getting returned, so make sure to enter that if you're living in an apartment.
But do not worry, once we get it back, we’ll ship it out again free of charge, so you’ll definitely receive your order!
Do you offer refunds?
Yes! Please take a look at our refund policy.
Support - We're Here to Help
Discover how to contact us, our response times, and our policies to ensure you have a seamless experience.
How long do I have to wait for a reply to my email?
We typically reply within 24 hours, but due to some technical issues, your reply might take a bit longer.
What is your refund policy?
Please refer to our refund policy page for detailed information.