Frequently Asked Questions
Scroll through our F.A.Q or click on the links below to view subject related questions.
SHIPPING, RETURNS & REFUNDS
How long does shipping take in Australia?
Once your order is made and complete, shipping often takes 1-7 days depending on where you're located within Australia.
Do you ship internationally, and how long does it take?
Yes we ship to UK, US and Canada. However, we aren't able to give an exact time frame on how long this may take. Instead, we do aim to keep all international customers up to date on the status of their order as often as possible.
What are the payment options?
You can pay online through our secure payment options; enter your card details manually or alternatively pay via PayPal which also offers 'pay in 4'. Afterpay (or similar options) are not available yet but will be soon.
Can I get a refund on my product?
Please contact us directly for more information regarding refunds.
Please note there are no refunds available for digital portraits/purchases.
What is your return policy?
If you are not satisfied with your order and wish to return it, please contact us directly. Our goal is to provide you with the perfect product of your pet and if it hasn't met your standards, we want to ensure that we can rectify any problems with your product.
PROCESS, MAKING & PRINTING
What is involved in the ordering process?
Once your order is placed and payment is confirmed, you can expect to receive an email from our P&M artist that includes a sample image of your order within 4-8 days. Upon receiving this email, we encourage you to respond as soon as possible to confirm whether you are satisfied with the sample or if there were any changes you would like to be made before the printing process begins. This process ensures your final product will be exactly what you want. However, if we do not hear from you within 10 days we will automatically go ahead with printing and send your order - this means you won't be able to request any changes, returns or refunds should you not be satisfied with the final product.
How long does it take to make my product/s?
At the moment, it can take up to anywhere between 4-8 days for individual orders to be completed. This involves everything from creating the artwork to the printing on your chosen product. Multiple products within the same order are often done at the same time however customers should expect a few extra days if multiple products are purchased. Once all products are complete, shipping will then take a further 1-7 days depending on your location within Australia.
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Please note: this time frame is based on having a quick process with sample confirmation and ultimately may take longer.
UPLOADS, IMAGES & PRODUCTS
Where do I upload my images?
Before you add a product to your cart you will be required to upload 1-3 images.
Can I upload more than one image of my pet?
Of course! You can upload up to 3 images per pet, especially if you can't decide what image might look the best. We can pick for you based on our experience. However, if you want us to use a particular image it is best to only upload that one image to avoid other images being chosen by the P&M artist instead.
See the questions below for more information.
How many images can I have on a Stubby?
For one pet, you can only have one image that will be repeated on both sides: front & back.
However, we can feature up to two pets on all our stubbies, so be sure to upload both your pets' images at check out for this product.
How many pets can I have on a Portrait?
You can feature up to 4 pets on all portraits apart from our 'Bougie' range, simply upload a picture of each individual pet once you've chosen your portrait style and then add to your cart.
I have more than one pet, can all of them be featured on one product?
Yes you can! For our Stubby Collection you can feature up to two pets, with the same background & colour.
And for our Mugs Collection you can feature up to 4 pets - simply ensure you upload all images of the pets you wish to be featured on your products at check out.
Can I have different backgrounds on the one product?
No, once you have chosen your background and colour that you want, it will be used for all sides and all pets/images on your product. So choose wisely!