FAQs

Before you place your order!

1. Do you only do dogs?

Not at all, we can design a portrait for any animal, no matter the species or the breed. Whether you are the proud parent of a cat, horse, cockatoo, or anything, we can turn a photo of your beloved pet into a unique masterpiece

2. Can I print more than one pet?

Absolutely! We can do it with 3 pets max for you. You can attach a picture of these pets when you order. If you have separate images, please upload one to complete the order and send the other via email support@pawarts.com including your order number. We can arrange everything for you.

Important note: We determine that anything beyond 3 pets will be too excessive and not create the best outcome so you should probably consider before placing an order with more than 3 pets. There is an additional cost of +5$ per extra pet if you want more. 

3. Can I get the proof of my order before it goes to production?

Absolutely, all customers get to preview their artwork and request any changes before printing. We will email you and attach the preview on it in 2-3 business days after you place your order.

4. Do you do human portraits?

We are happy to do human portraits featuring the portrait of pet and owner together and also have served many customers who have the same idea as you. Please bear in mind that all of our products are customized and handled by our in-house artist so we can flexibly modify the artwork following your feedback.

5. Changing Size and Color

To modify the size or color post-purchase, kindly email us at support@pawarts.com during the preview process.

6. Gift wrapping and packaging

Pawarts packages are shipped discretely with no receipts or labels inside which is ideal for gifts.

7. Care instruction

Shipping - Payment Method

8. What are the shipping times and prices?

Shipping time and costs vary depending on the shipping destination and the number of items that you purchase. Here’s how we break down our shipping times and prices:

Expect your artwork to be ready 3-7 business days after you placed your order. We'll print and ship your order following the frame below if you approve your artwork.

Product	Production time	Expected Shipping Time
		US	Canada	Rest of the world
Shirt & Longsleeve	2-3 days	2-5 days	10-15 days	10-30 days
Sweatshirts and Hoodies	3-4 days	2-5 days	10-30 days	10-30 days
Mug	2-3 days	5-7 days	10-15 days	10-30 days
Pillow	3-4 days	2-5 days	3-10 days	10-30 days
Poster	3-4 days	5-7 days	10-15 days	10-30 days
Sticker	3-4 days	2-5 days	10-30 days	10-30 days
Ornament	5-6 days	2-5 days	10-30 days	10-30 days

* Please allow a longer delivery time during peak season shopping. You can find more detail here

9. Will I get a tracking number?

Yes, all orders are shipped with tracking. You'll receive the tracking number when the order has been shipped out, via email support@pawarts.com

10. Do you ship worldwide?

Yes, we do ship internationally. Plus, all orders are shipping with tracking no matter which country they are shipping to.

11. Why is my shipment status unchanged?

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs, or backlogs. Sometimes the high volume of packages in the seasonal period can also affect the shipping time.

We will try to ship out the package as soon as we could and try our best to avoid unnecessary delays. Hope you understand and wait patiently with us.

Please note that tracking information will be displayed after your order starts being shipped.

12. I put the wrong address/apartment number

Check your addresses before checking out please. You (the customer) are responsible for providing the correct address and/or apartment number. Packages that are returned back to us or missing due to an invalid address can NOT be refunded or replaced.
We cannot cover the reprint/shipping costs unfortunately. I can only offer you a discount if you want to place a replacement order. So again, please double check your addresses! Don't let this minor mistake prevent you from receiving your order successfully.

13. Is my payment secure?

We use Paypal and Stripe, payment gateways acting as the go-between for merchants and the appropriate credit card networks/financial institutions to authorize and accept payments. PayPal & Stripe protects your information using sophisticated safety systems and fraud prevention systems. PayPal & Stripe will never provide us with your financial information. Therefore, if the payment goes wrong, the user can be fully refunded.

14. Which payment methods does PawArts offer?

• Paypal
• Stripe: Stripe accept all cards: Visa, Mastercard, American Express, Discover, Diners Club, JCB
• Apple Pay

Return/Refund

15. Do you offer returns/refunds?

As your order is 100% unique and custom-made just for you and your pet, we do not accept returns/refunds. If you have a problem with your order, let us know and we'll fix it for you.

Remember, we offer artwork previews and unlimited revisions so you can make sure you're 100% happy with your artwork before printing!

16. What if I don't like the artwork?

We're 100% dedicated to ensuring you love your artwork!

Once your portrait is ready, we'll notify you via email. You have 12 hours to either send us your edit requests or approve them for printing. If 12 hours go by and we don't hear from you, we'll consider it approved and will proceed with printing.

We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your portrait.

Post Purchase

17. What if I receive a damaged/defective item?

If you received a defective/damaged item: 

• It's not recommended to use the product for better inspection.

• Promptly contact us via support@pawarts.com, tell us about your problem(s), and don't forget to attach photos/videos that clearly show the defect/damage/condition for better support. We will give our best to assist.

We process replacements on products that were shipped out by us and are defective due to an error on our end (e.g. wrong item, damaged or faulty).