Frequently Asked Questions
Everything you need to know before you order. Can't find your answer? Get in touch.
Before you order
Will it actually look like my pet?
That's the whole point, so we don't print anything until you're sure. We design every portrait from your photo and email you a proof first. Ask for as many changes as you like, from their markings to the shape of their ears, until it's unmistakably them.
And if you still don't love it, tell us before you approve it for printing and we'll give you a full refund.
What photo do I need?
A clear, well-lit photo taken at your pet's eye level, showing their whole head and ears, works best. Phone photos are perfect.
Not sure? Upload your favourite few and we'll pick the best one. Older or slightly blurry photos are fine too: we'll upscale them and tell you honestly at the proof stage how they'll print. Our photo guide has examples.
Can you include more than one pet?
Yes, and at the moment there's no extra cost. Upload a photo of each pet and tell us how you'd like them arranged. They don't need to be in the same photo: we can bring them together in one design.
Can you make a memorial portrait of a pet we've lost?
Yes, and it's some of the most meaningful work we do. Our Dogue and Vanity Purr magazine covers make beautiful tributes, because every headline is written about your pet's personality, habits and favourite things. Tell us about them when you order.
Older photos are fine. We'll restore and upscale them as best we can, and you'll see a proof before anything is printed.
Can I choose a background colour or font that isn't listed?
Yes. Get in touch before ordering, or add a note with your order. Hex or CMYK colour codes help us match it exactly.
Where do I add my pet's name or a message?
When you upload your photo you'll see a text field (up to 50 characters). Leave it blank if you'd prefer no text.
Wall art, sizes and frames
Are your wall art prints customised too?
Our wall art prints are ready-made designs, so there's no photo to upload or proof to approve. Just choose your size and format, and we print it to order. Want a different colour to suit your room, or your own pet in the same style? Get in touch and we'll create a custom version.
Which size and frame should I choose?
Every framed print arrives ready to hang.
- Standard frame (approx. 14mm): ideal for the two smaller sizes.
- Premium frame (approx. 20mm): sturdier, and the one we recommend for the two larger sizes.
Custom portraits come in black, natural or white frames. Our wall art prints come in frame colours chosen to suit each design. Prefer to frame it yourself? Choose a poster print or a digital file.
What format are digital files?
High-resolution 300dpi PDF or JPEG, ready to print at any good print shop. Need another format? Just ask.
Delivery and gifts
How long will it take to arrive?
Custom portraits: your proof usually arrives within 8-12 working hours, Monday to Friday (1-2 working days in peak season). Once you approve it, we print within 1-3 days.
Wall art prints: printed to order and dispatched in 2-3 days.
Delivery within Australia is typically 1-4 business days, or 1-2 with express, and every order is tracked.
Do you ship outside Australia?
Yes, to the UK and the US. Orders there are printed locally and typically arrive within 2-10 business days, with flat $15 shipping. We don't currently ship to other countries.
I want to give one as a gift but can't get a photo. What can I do?
Give a Pet Portrait Gift Voucher. You choose the amount and the date it's emailed to them, and they pick their favourite style and upload their own photo. It works for wall art prints and mugs too, and it's valid for 3 years.
Changes, returns and help
What if I want changes, or change my mind?
Custom portraits: edits to your proof are unlimited, and if you don't love your design you can have a full refund at any point before you approve it for printing. Swapping to a different photo is free before we start, or $10 once your design is underway.
Everything we sell is printed just for your order, so once it's printed we can't offer change-of-mind returns. If you need to change a wall art order, email us straight away and we'll update it if it hasn't gone to print.
What if my order arrives damaged?
We're sorry! Email clear photos of the damage (packaging and product) to customersupport@petprintdesigns.com within 24 hours of delivery, with your order number, and we'll send a free replacement.
The photo upload isn't working. What should I do?
Try a computer using Chrome. Still stuck? Email your photos to customersupport@petprintdesigns.com with your order number (up to 25MB per photo).
Still have a question? We're always happy to help.