FAQs
Got a question or concern? Check out our handy FAQ guide below to see if we have your answer. If you can't find what you're looking for, our support team will help.
My Custom Pet Art
Do you just do cats and dogs?
We can design a portrait for any animal no matter the species or the breed. So far we're created unique masterpieces for dogs, cats, birds, horses, micro-pigs and even hedgehogs!
Our artists are incredibly talented and can work with any animal on Earth.
Can I print more than one pet on one item?
Yes! We have a variety of options to suit your pet parent needs.
Right now, we have costume options for 1 pet, 2 pets, 3 pets and even 4 pets together in one portrait!
Do you do human portraits?
We are happy to do a pet and owner together, but if you want just humans in your portrait, please email us: submit.cuspet@gmail.
Is my photo good enough to use?
If you followed our photo guidelines, then yes your photo is very likely good enough to use.
• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level with your pet
• They don't need to be looking at the camera
• Try to get a close up so we can see your pet's unique features
• Make sure the photo is not blurry
• Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
• Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either
We have a team dedicated to checking photos as orders are placed. If there's an issue with your photo, we'll let you know very quickly via email.
If we do need a new photo from you, this may lengthen your delivery time by a few days.
Please note that if you refuse to provide a new photo after we have informed you that the original photo may not result in the best quality artwork, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.
Note: All examples on our website were produced using high quality photos.
Can I change my order?
You can change your order for 6 hours (Before printing). If you placed your order more than 6 hours ago, we can't guarantee that we can change it.
Can I see the artwork before it gets printed?
Yes you can. All customers get to preview their artwork and request any changes before printing. We'll email you once your preview is ready.
To see your artwork preview, log in to your customer dashboard.
Can you add or remove something from my pet photo?
Sorry but we can't offer to add things like accessories, extra background colors or extra bits to your chosen costume. We are very proud of our work and like to keep things uniform (pardon the pun!)
We can sometimes edit out tears, sleep and drool if you ask us but we cannot guarantee it. We cannot perform major edits such as opening a closed mouth or adding floppy ears.
However, if your pet is wearing an accessory in the original photo, we will always try to include it.
The same goes for collars - we do remove collars for almost all costumes but it's always best for those that show some neck (e.g. The Duchess), that you provide a photo of your pet without a collar on.
Shipping and Payment Methods
What are the shipping times and prices?
Expect your artwork to be ready 6 hours after you placed your order. We'll print and ship your order within 1-3 days of you approving your artwork.
US order delivery time: Expect your parcel to take 2-5 working days to arrive from the date it is shipped out.
International orders: Expect your parcel to take 10-15 days to arrive from the date it is shipped out.
All orders are shipping with tracking.
Shipping prices are a flat fee per order:
USA: $9.95
CA, AUS, UK: $9.95
Europe: $9.95
Rest of world: $17.95
Please allow a longer delivery time during seasonal shopping periods.
I ordered multiple products in one order, will they arrive together?
If you order the same type of product, they will be packed together in the same shipment. If you order two different types of products, they will not arrive together
Do you ship worldwide?
Yes we do. Plus, all orders are shipping with tracking no matter which country they are shipping to.
Will I get a tracking number?
Yes, all orders are shipped with tracking. You'll receive the tracking number, as well as delivery updates, via email and/or text. Don't forget Sign for your Newsletter!
Why isn't my tracking number working?
Don't worry, email our support team and we'll let you know where your order is.
Why was my order returned to sender?
Sometimes orders are returned to sender as nobody was home to sign for the parcel.
Other reasons for returned to sender include an incomplete or incorrect shipping address.
We'll ship it back out to you free of charge. Don't worry, you'll get your order!
Which payment methods do you accept?
We accept PayPal payments.
Returns/Refunds
Do you offer 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!
What if I don't like the artwork?
We're 100% dedicated to ensuring you love your artwork!
Once your custom item is ready, we'll notify you via email. You have 24 hours to either send us your edit requests, or approve it for printing. If 24 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 custom pet portrait.
Customer Support
I need Quick Support, what should I do?
Please Click Chat Button on Bottom Right
How long do I have to wait for a reply to my email?
You should expect to receive a response within a couple of hours.
During busier periods (such as holiday shopping season), please allow 24-48 hours for a response.
Do you have a customer support phone number?
Right now we don't offer customer support by phone. We would advise live chat (if available at the time) or email.
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