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Frequently Asked Questions

Need help? You're in the right place! Get answers to commonly asked questions about The Pet Portraits Company and the service that we provide.


Our team of expert digital artists use a variety of techniques to transform your pet into a masterpiece! To turn your original photo into a work of art, we use professional tools, retouching techniques, and photo editing.

We only use the highest quality paper and inks to create our portraits, which has a smooth matte finish for a sharp, vibrant print.

As soon as you have completed your order you will receive a welcome email instructing you to upload a picture of your pet. We will also give you some simple guidelines to follow to ensure that your portrait looks like a true piece of art!

Didn't get an email? Check your spam folder or email for assistance.

Once you have sent us a photo, allow our expert digital artists up to 3 working days to create your masterpiece. As soon as it is ready we will email you a proof for you to approve, or request changes. Be sure to keep an eye out for our email, as we cannot post your portrait until you approve the artwork.

It's rare, but sometimes our emails can get caught in your spam folder - keep an eye there too!

Once you have approved your artwork your order will go to print. There's nothing else for you to do but wait. Delivery times vary depending on your country, you can find out more information about our shipping times here.

We're so confident you will love your portrait that we back all orders with our 100% money back guarantee. This means, you can cancel your order and get a full refund anytime up until the moment that you approve your portrait. Your order also includes unlimited revisions, our team will work with you until you are 100% happy with your design.

If your question is not answered here, please email and one of our friendly support team will be happy to help. Alternatively, you can send us a message online from our contact page.

Artwork Creation & Approval

The artwork creation and approval process generally takes 3-5 working days. You can help speed up the process by uploading a photo of your pet immediately after checkout ensuring that you follow our photo guidelines carefully.

The process may be delayed if you submit photos that do not fit our guidelines or if you request any changes to your order such as the design or size.

Photographs taken with the pet looking slightly to one side work best. Ensure that you only send us high quality photos that are taken close-up and show your pets head in full. Photos are not clear, or are blurry, and cannot be used.

If you want to check with us before you order, email us at

Photos are rejected when they're deemed unsuitable to be made into a high quality work of art. The most common reason is that the photo is of low quality or it was taken too far away from your pet. To ensure that your photo is not rejected, please follow our photo guidelines carefully:

  • Photos must include your pets head (and both ears) in full.
  • Use good quality images that are clear and taken in good light.
  • Pics taken with the pet looking slightly to one side work best.
  • Always take your photo at eye level.
  • Avoid using filters, let our expert artists do all the hard work for you!

Photos can be submitted using our photo upload page. Note that your order number is required when you send us a photo, this will have been emailed to you after checkout. The email also includes important instructions detailing how to take the best possible photo for your portrait - for best results be sure to follow these guidelines carefully.


Don't panic! We dispatch orders as soon as they're ready to avoid delays. Often, this means that we send your items out individually. Please allow a few more days for any additional items to arrive or contact us for further assistance.

Your order will remain in progress during the artwork creation and approval process. To avoid any unnecessary delays, send us a photo of your pet as soon as possible. Our digital artists cannot start work without it!

Detailed instructions on this step are sent to you immediately after purchase.Be sure to check your spam folder if you cannot find our email. If you're still unsure, email and we will be happy to help.

Delivery times vary from country to country anywhere between 3 - 10 working days. During busier times, this may take longer. You can find out more information about our shipping times here or you can contact us if you believe that something is wrong.

All orders are backed by our money back guarantee which covers you up until you approve the artwork. If you're not happy with the work that we have created, you can cancel your order and get a full refund anytime before it ships.

Still Confused?

Can’t find the answer you’re looking for? Contact us today to speak with our friendly customer service team.

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