FAQ

1. Is my photo good enough to use?

If you’ve followed our photo guidelines, then your photo is most likely perfect for us to work with!

Here are a few tips to make sure your photo works best:

  • Good lighting is key! Natural daylight is the best (outdoor photos work great).
  • Take the photo at your pet’s eye level.
  • Your pet doesn’t need to be looking directly at the camera.
  • A close-up shot helps us capture all the unique details of your pet’s face.
  • Make sure the photo isn’t blurry.
  • Check that all important features (like ears!) are in frame—if something is missing, we can’t add it.
  • Lighting affects fur color, so make sure your photo shows the true color of your pet’s coat.

We have a team that reviews photos when orders come in. If there’s any issue with your photo, we’ll let you know right away via email.
If we need a new photo from you, please be aware that it could delay your order by a few days.

Examples of Great Photos:

Examples of Bad Photos:

Important: If we inform you that your photo might not give the best results and you choose not to send a new one, we can’t offer a refund. It’s up to you to make sure you’re happy with the photo you send us.

Note: All the examples you see on our website were created using high-quality photos!

2. What if I don’t like the artwork?

We’re confident you’ll love the artwork! But if for any reason you’re not completely happy, just contact our support team at support@portraitport.com and we’ll do everything we can to make it right.

If you’re not happy with the artwork itself, we’ll review your photo to ensure it meets our guidelines. Please remember that we use the exact photo you submit in the design process, so a clear, high-quality image in good lighting will give you the best results.

3. Can I change my order?

You can make changes to your order within 24 hours of placing it. After 24 hours, we can’t guarantee that we can make any adjustments.

4. Can I cancel my order?

You can cancel your order within 24 hours, no questions asked.

After 24 hours, cancellations are at our discretion, and if accepted, a 20% cancellation fee will apply. This is because we’ll have already assigned an artist to your order and they may have already started working on it.

Orders that have been sent to print cannot be canceled under any circumstances.

5. Do you offer refunds?

Since your order is a custom, one-of-a-kind piece made just for you, we don’t accept returns or refunds. However, if there’s an issue with your order, let us know and we’ll make it right.

We also offer previews and unlimited revisions, so you can be sure you’re 100% happy with your artwork before it goes to print!

6. What are the shipping times and prices?

For US Orders:
Orders are typically produced and ready to ship within 5-10 days, but during busy seasons (like holidays), this can extend to up to 20 days. 

For International Orders:
Production time is the same as above.

  • Canada, Australia, and the UK: 5-10 days transit time.
  • Europe: Up to 10 working days.
  • Rest of the world: Up to 21 working days.

Once your order ships, you’ll receive an email with your tracking number.

Shipping prices are a flat fee per order:
USA: $9.95

CA, AUS, UK: $9.95

Europe: $9.95

Rest of world: $17.95